Delivering help desk support for a major entertainment company
Sony Computer Entertainment Australia
Sony Computer Entertainment Australia (SCEA) anticipated increased customer support demands for the arrival of their next-generation of gaming platforms: PSP® (PlayStation® Portable) and PlayStation® 3.
The Challenge
The arrival of two new gaming platforms PSP (PlayStation®Portable) and PlayStation® 3 outstretched SCEA’s existing service support and repair functions. In addition, two different outsourcing suppliers were managing separate parts of the service (Gaming & Help Desk Support and Repair & Exchanges).
SCEA needed an outsource partner that could consolidate the two services together with minimal impact to the customer experience. They also needed to implement a customer support and service system that enabled a higher degree of self-service, and supported the next generation gaming platforms’ new capabilities and associated user needs.
The Solution
After analysing their service processes and technologies, and defining the service requirements, SCEA released a tender. After a rigorous selection process, Stellar was selected to deliver a consolidated, end-to-end solution.
Stellar developed a structured project management plan detailing the transfer of all required skills and knowledge from the two previous suppliers, and the design, implementation and launch of the consolidated service solution. Staff were recruited and trained to meet the unique requirements of the client’s service.
Genesys contact center software and FrontRange Solutions’ Heat Service Desk suite of technologies (including Heat Plus Knowledge and Heat Self Service) were selected and customized to suit SCEA business requirements. The solution provides a consolidated and intelligent back-end database, linking activity at the call center and the PlayStation® Network (online gaming).
Stellar implemented a fully blended and multi-skilled environment to manage all inbound and outbound customer interactions (including phone, web and self-service channels).
"Excellence in customer service is an integral part of the PlayStation® experience. Our partnership with Stellar ensures we provide a consistent and impeccable level of ‘intelligent’ customer service, regardless of whether a customer is contacting us while playing a game online, ringing our phone line, sending us an email or interacting on our web forums."
Michael Ephraim
Vice President Sony Computer Entertainment Europe
Managing Director SCE Aust. & NZ
- Help desk and after-sales support across two countries
- Website forum moderation and management
- Promotion of new products and services across multiple communication channels including web, voice and email
- Benchmarking surveys and competitor intelligence research
- Customer satisfaction surveys
The Results
- Integrating the Heat Service Desk suite with the PlayStation® website member database to give SCEA a deeper insight into their registered customers.
- Enhanced self-service channels and web support, including the ability to receive automatic repair status updates via email. This reduces the number of follow-up inquiries to the call center.
- Extended opening hours, including weekends.
- Developed robust Knowledge Management system, where all product and process information is stored online for agents to access. This assists in training and development, and ensures that customers receive consistent and correct information. Standard email responses to common inquiries and frequently asked questions are also stored to improve efficiency and eliminate duplication of effort.
- Management and monitoring of the PlayStation® website’s forums and content to support SCEA’s marketing activities, product launches and build a closer connection with the PlayStation® community.
- Management and interaction with the PlayStation® gaming community through online gaming support. The agents (known onlin as “Angels“) are responsible for monitoring activity that occurs on all online games and for ensuring there is a SCEA presence at all peak times. They also promote SCEA online gaming through events and competitions.
