Client in Online Gaming and Entertainment Services

In the world of ever-changing digital market place, it is imperative for media organizations to transform their business processes. To meet your customers’ requirements, collaborating with an organization that has extensive experience in the Media & Entertainment (M&E) and CRM domain helps you gain an edge over your competitors. The key to competitive edge in the entertainment industry is in understanding what entertainment products consumers prefer most and then designing a strategy to provide them to the consumers at a reasonable cost. A CRM system helps to gather this customer-centric data.
With our vast CRM and M&E domain knowledge, Cybage helps you by transforming your business models to adapt to the ever-changing digital age, sparing your human resources to explore new distribution channels and manage digitization.

Business Challenge
The client is a leader in online gaming and entertainment services. 
Online gamers send various requests for service to the client. The client needed an effective contact management solution to track these requests, assign them to their Customer Service Representatives (CSRs) and track the request to closure.

Business Solution
We provided an end-to-end solution- the Global Petitioning System (GPS)- to serve as a custom CRM implementation that would allow the client’s Customer Service Representatives (CSRs) to receive and address various kinds of ‘requests for service’ (petitions) from players of the online games. These requests would include complaints of false play, player bias, use of cheat codes, and unexpected system behavior, apart from other basic requests for code activations and service usage-related issues. We implemented the following modules:

  • Contact Management
  • Configurable Workflow & Rule Engines
  • Petitioning (Helpdesk)
  • Reports
  • Collaboration (IM)

Tools and Technology
Client proprietary CRM, J2EE, JMS, JSP, Applet, Oracle 8i, SoniqMQ JMS Broker, and Weblogic