The problem
Our client develops and maintains a global online gaming and digital distribution platform that allows gaming companies to build, distribute, and sell games and digital resources to a vast internet community. As the platform flourished worldwide, customer support requirements increased to the point where service teams had accumulated a backlog of over 100,000 support requests with an average response time of nearly 6 months. At that volume, the inability to support customers began impacting customer retention, hindering sales to new customers, damaging partner relations, and harming the company brand.
The Blueprint Way
Our client develops and maintains a global online gaming and digital distribution platform that allows gaming companies to build, distribute, and sell games and digital resources to a vast internet community. As the platform flourished worldwide, customer support requirements increased to the point where service teams had accumulated a backlog of over 100,000 support requests with an average response time of nearly 6 months. At that volume, the inability to support customers began impacting customer retention, hindering sales to new customers, damaging partner relations, and harming the company brand.
