Goals

• Provide effective support to millions of customers worldwide across hundreds of titles
• Handle growing incident volume generated by new online titles
• Seamlessly link multiple offshore outsourcers and internal resources

Achievements

• Handled 50% increase in incidents despite 10% budget cut 
• Delivery of premium service levels in support of premium brand
• Awarded the 2007 Gartner CRM Excellence Award
• Global visibility into service processes enables continuous improvement
• Tens of thousands of incidents answered within 24 hours
• Unified environment for incident tracking enhances the customer experience

“RightNow’s technology and people have been extremely important to EA as our business continues to grow and change. They’re an extremely responsive partner I can count on to work with us as we face the challenges that come with being a market leader on a global scale. “

- Boyd Beasley, Senior Director of Customer Support, EA

Before RightNow, EA faced several customer service challenges. Millions of EA customers play numerous games on a variety of platforms, generating questions in multiple languages. As the online gaming market expands, the number of questions is growing faster than ever.

RightNow’s cloud delivery model has been ideal for EA’s globally dispersed, partially outsourced contact center. Because RightNow is provided via the web, all employees share a common incident management system, allowing EA to dynamically assign responsibility for specific tasks anywhere in the world to meet fluctuating demand. This hosted environment also gives EA managers full visibility into all support activities and metrics. RightNow’s self-service knowledge base technology is accessible in 10 key languages and provides millions of answer-views per month, and also helps support staff to provide quick, accurate answers to email inquiries. The call center technology allows EA to answer 99 percent of emails within 24 hours. 

Electronic Arts Support Site | Electronic Arts Homepage

About Electronic Arts

Electronic Arts is the world's leading independent developer and publisher of interactive entertainment software for advanced entertainment systems. Since its inception, EA has garnered more than 700 awards for outstanding software in the U.S. and Europe.