Case Study: Activision reduces customer service costs 25% and boosts self-service to 85% with Salesforce Marketing Cloud

Leveling up on customer service with Salesforce

Activision, the maker of blockbuster franchises like Pitfall!, Guitar Hero, Skylanders and Call of Duty, needed to scale customer service and keep pace with gamers’ expectations after record-breaking launches. The challenge was to listen and respond on the channels players prefer—social and self-service—while speeding internal collaboration to resolve issues quickly and personally.

Activision deployed Salesforce Marketing Cloud’s Social Studio and Service Cloud to monitor social conversations, match them to customers, and “swarm” cross-functional teams to resolve problems. Self-service resolution rose from 50% to 85%, more than half of live issues are now handled via social, operating expenses for support fell 25%, the solution was live in three months, and Nucleus Research reported a 378% ROI (about $800K annual benefit) within a year.

Activision

Robert Schmid

Cheif Information Officer