Case Study: Activision achieves better customer service and lower support costs with Salesforce DMP

Leveling up on customer service with Salesforce

Activision wanted a faster, more personal way to support gamers who preferred social and online channels over phone calls. Working with **Salesforce DMP** and its Marketing Cloud **Social Studio** and Service Cloud tools, Activision set out to improve customer engagement, track social conversations, and connect issues back to existing customers for follow-up.

**Salesforce DMP** helped Activision create a social customer care model that routed tweets and social posts into service workflows, enabled cross-team collaboration, and turned conversations into content and leads. In the first year, self-service rose from 50% to 85% of issues resolved, more than half of live cases were handled via social media, operating expenses fell by 25% annually, and the program delivered a 378% ROI and about $800,000 in average annual benefit.

Activision

Robert Schmid

Cheif Information Officer