Case Study: Activision
Entertainment Publisher uses RiverStar to Streamline Returns Process
Industry
Technology/Gaming
Key Use Case
Return Management
Solution Deployed
RiverStar Studio
Company
Activision Blizzard, Inc. is the world’s largest pure-play interactive entertainment software publisher with leading market positions across all categories of the interactive entertainment software industry.
Challenge
When Activision acquired RedOctane, it inherited the Guitar Hero brand and the challenges of warranty replacements required by hardware games. They relied on RedOctane’s legacy returns process, which was time-consuming and not customer-friendly. With a pipeline of new hardware games on the horizon, Activision needed a new, efficient, automated returns process.
Solution
RiverStar leveraged RiverStar Studio to build a return management solution for Activision, giving its agents a fully-automated process that agents could utilize to interface with their CRM and a web self-service portal for customers to initiate the warranty and returns authorization process. The new solution streamlined and brought visibility to the process, dramatically reducing time and costs and improving the customer experience.
Key Benefits
2 weeks slashed from average turnaround time
Significantly lower cost of returns
Improved customer experience
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Appriss
Information solutions provider improves operation and reduces costs with RIverStar.
