Case Study: Funko achieves faster, more efficient service with XCentium and Salesforce Service Cloud

Funko reduces case resolution time with XCentium

Funko, a company known for its collectible figures and toys, faced a significant challenge as a sharp increase in customer inquiries made it difficult to maintain efficient and quick support. To address this, they partnered with vendor XCentium to implement Salesforce Service Cloud, seeking a scalable solution to automate requests and improve agent visibility.

XCentium implemented Salesforce Service Cloud to automate common requests like WISMO and rewards enrollment, which reduced inbound ticket volume. The solution integrated multiple service channels and tools like Einstein replies and macros, leading to reduced case resolution times and improved first-contact resolution. This provided Funko's team with better visibility and control, allowing agents to focus on more complex cases.

Funko