Goals:

• Deliver a premium customer experience across all channels to support the brand and strengthen customer loyalty
• Effectively manage customer support costs
• Integrate off-site support contractors and in-house agents into a single, seamless service environment
• Use customer feedback to drive product improvements

Achievements:

• Fast, accurate, and consistent support response via phone, email, and web
• Off-site and in-house staff use a common system—with no incremental IT costs
• System provides market insight to product managers and executives

"RightNow is a powerful platform for effectively serving and understanding your customers. It has also delivered tremendous ROI by helping us to more efficiently manage customer support costs."

— Mike Hill, Customer Service Manager, Activision

Before implementing RightNow CX, Activision had the same fragmented service environment as many other companies. It used one application to manage its call center, another to manage email, and yet another to maintain FAQs on its website. By implementing RightNow, Activision enjoyed an integrated incident management system for supervising and automating support workflows across all channels. It leveraged a common, highly sophisticated knowledge base across those channels, and provided the flexible reporting Activision needed to maximize visibility into what customers were saying.

RightNow has also been an invaluable source of market insight for Activision. By capturing support data across all channels, RightNow CX provides Activision managers and executives with a rich source of actionable information. In addition to its sophisticated functionality, Activision was also attracted to RightNow's on demand delivery model for two reasons. First, the on demand model enabled Activision to implement an integrated, multi-channel service environment without having to invest in additional IT infrastructure, or take on the burdens of software and systems ownership. Second, it enabled the company to provide secure access to that environment from any PC with an internet connection.

Activision Support Site | Activision Homepage 

About Activision

Headquartered in Santa Monica, California, Activision, Inc. is a leading worldwide developer, publisher and distributor of interactive entertainment and leisure products. Activision maintains operations in the U.S., Canada, the United Kingdom, France, Germany, Italy, Japan, Australia, Scandinavia, Spain, the Netherlands and South Korea.