Accelerating Customer Support Excellence: EA's Strategic Vendor Shift with 5CA
A Case Study with Electronic Arts (EA)
Case Study Overview
This case study explores how Electronic Arts (EA) transformed its customer support by partnering with 5CA. Through a rapid, globally coordinated transition, 5CA significantly enhanced EA’s support operations, achieving faster training, global hiring flexibility, and superior customer satisfaction—all within an accelerated timeline.
9
Week Transition Completion
33%
Faster Than Traditional BPO’s
20%
Increase in Average CSAT Scores
25%
Faster Training
8X
Faster Agent Onboarding
Introduction
Changing vendors is daunting—delays, disruptions, and quality dips are typical concerns. EA needed to switch its BPO services to maintain top-tier player support without sacrificing quality or service continuity.
The mission was clear: execute a seamless transition with zero disruption in player support, within a tight 12-week timeframe for a team of 100 FTEs.
About EA
Electronic Arts (EA) is a global leader in digital interactive entertainment, known for creating and delivering high-quality games for consoles, mobile devices, and PCs. With a portfolio of acclaimed franchises like FIFA, Madden NFL, The Sims, and Battlefield, EA captivates millions of players worldwide. The company focuses on innovative gameplay and immersive experiences, continually pushing the boundaries of technology and creativity. EA’s commitment to player satisfaction and community engagement drives its ongoing success in the gaming industry.
The Challenge
Known for delivering immersive experiences to millions globally, EA faced the challenge of a rapid transition—requiring minimal downtime and a high level of service quality for their global player base. The goal was to not just switch vendors but to enhance the overall support experience, all within a constrained timeline.
There had to be a balance between:
Speed
Minimal internal
disruption
Quality
assurance
5CA’s Strategic Approach
Under the guidance of a dedicated transition manager, 5CA formulated a strategy prioritizing efficient team assembly and rapid technological deployment.
Global Talent Acquisition
5CA’s global hiring strategy allowed for a larger talent pool, reducing the time needed for recruitment and enabling a better match of skills and experience with EA’s requirements.
Rapid IT Deployment
5CA set up virtual workspaces in just 3 days, drastically reducing the setup time compared to traditional setups, which often take weeks.
Customized Training
Utilizing 5CA’s specialized knowledge in gaming customer experiences, customized training modules were created, facilitating faster onboarding and proficiency.
Results
Achieving excellence together
The transition didn’t just meet expectations—it set new standards. Within 9 weeks from the starting point the team was up and running – 30% faster than initially expected and planned! EA’s customer support was enhanced, marked by an increase in customer satisfaction scores and an efficient, agile customer support team ready to address and anticipate player needs.
“5CA didn’t just take on a service; they took on our mission to provide unparalleled customer experiences, and they delivered.”
- - EA Senior Vendor Manager
The Achievements:
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