Case Study: Electronic Arts achieves rapid customer-experience transformation and 4x support scaling with Salesforce

Electronic Arts goes social to take its game to the next level

Electronic Arts (EA), maker of franchises like Battlefield, The Sims, and Madden, faced a fundamental shift from selling packaged retail games to delivering multi‑platform, social and digital experiences. That change forced EA to move beyond episodic support to continuous, end‑to‑end customer engagement—capturing real‑time feedback, strengthening relationships, and supporting payment, play and support around the clock.

Partnering with Salesforce, EA built immersive customer websites offering live status updates, advisor interaction, and community discussion. The solution let EA scale rapidly—growing advisor staff from 400 to 1,600 in six weeks—and handle millions of hits per week during peak launches, accelerating the company’s transformation and closer customer connections.

Electronic Arts

Jeff Bradburn

Senior Director of Support Systems