Unified Global Support Platform for a Gaming Company
Challenge
A global entertainment and gaming company ran several distinct customer support platforms across its regions. The customer experience team wanted consistent, high-quality support worldwide alongside a meaningful reduction in the number of requests reaching live agents, which meant consolidating everything into one global platform without interrupting support in any region.
A global entertainment and gaming company ran several distinct customer support platforms across its regions. The customer experience team wanted consistent, high-quality support worldwide alongside a meaningful reduction in the number of requests reaching live agents, which meant consolidating everything into one global platform without interrupting support in any region.
Solution
Oktana delivered a multi-year implementation with full customization across Service Cloud and Experience Cloud, plus the integrations required to make one platform serve every region. Key elements of the solution included:
- Built cross-cloud integration enabling agents to troubleshoot and log hardware and software support cases.
- Simplified case categorization, processing, and management using Flows, Visualforce, and Lightning Web Components.
- Handled ingestion and mapping of data at high volume, and delivered complex integrations through MuleSoft and Data Cloud for a complete customer view.
- Implemented an asynchronous messaging channel for regional messaging platforms.
- Established DevOps and test automation using Salesforce CLI, SFDX, Dataloader, Selenium, Robot Framework, Jenkins, and Slack.
- Enabled skill-based routing, chatbot automation, next best action for agents, and recommended knowledge articles.
Technologies: Salesforce Service Cloud, Salesforce Experience Cloud, Salesforce Data Cloud, MuleSoft, Salesforce Flow, Visualforce, Lightning Web Components, SFDX, Selenium, Jenkins.
Oktana delivered a multi-year implementation with full customization across Service Cloud and Experience Cloud, plus the integrations required to make one platform serve every region. Key elements of the solution included:
- Built cross-cloud integration enabling agents to troubleshoot and log hardware and software support cases.
- Simplified case categorization, processing, and management using Flows, Visualforce, and Lightning Web Components.
- Handled ingestion and mapping of data at high volume, and delivered complex integrations through MuleSoft and Data Cloud for a complete customer view.
- Implemented an asynchronous messaging channel for regional messaging platforms.
- Established DevOps and test automation using Salesforce CLI, SFDX, Dataloader, Selenium, Robot Framework, Jenkins, and Slack.
- Enabled skill-based routing, chatbot automation, next best action for agents, and recommended knowledge articles.
Technologies: Salesforce Service Cloud, Salesforce Experience Cloud, Salesforce Data Cloud, MuleSoft, Salesforce Flow, Visualforce, Lightning Web Components, SFDX, Selenium, Jenkins.
Results
The consolidated platform increased contact deflection, chat contacts, customer retention, lifetime value, and customer satisfaction while shortening handle times. Agent ramp time and revenue leakage both decreased, and Oktana continues to provide staff augmentation for new features and ongoing optimization on the same platform.
The consolidated platform increased contact deflection, chat contacts, customer retention, lifetime value, and customer satisfaction while shortening handle times. Agent ramp time and revenue leakage both decreased, and Oktana continues to provide staff augmentation for new features and ongoing optimization on the same platform.