On
Off
Challenges
- Inorganic growth lead to acquisitions of multiple CRM systems
- Need to support end customers, with the volume potentially exceeding ten million
- Complex events and varied user experiences in gaming leading to higher tickets
- Need for low-cost rapid mining platform
Solution
- Migrated CRM systems to Salesforce Service Cloud. Architected and implemented a platform to integrate with legacy systems
- Integrated end customer portal built on AWS with force.com middleware
- Centered customer data warehouse around Amazon Redshift with MAP R-driven data lake to manage unstructured data content with real-time analysis
Benefits
- Reduced gamer response time by 2 minutes
- 15% cost savings ($3M per game) annually
- 16% profitability increase per game for a total $8M revenue increase
- 4% drop in gamer churn
