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Playtika Revolutionizes Customer Support with ServiceNow

Playtika, a long-time ServiceNow client, faced challenges with an aging instance of 10 years. The company aimed to migrate to a new instance, recreate apps for enhanced efficiency, and leverage new platform features to improve customer support across its portfolio of games.

 

Project Snapshot

20+

number of games supported

1mm+

number of players supported

80%

projected efficiency increase
Client size: 3,700 Client industry: Digital Entertainment Client location: Global

 

Key Challenges

Playtika's drive for efficiency and modernization was ultimately geared towards providing a superior experience to millions of players across approximately 20 different games.

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Aging ServiceNow instance with accumulated inefficiencies.

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Desire to improve customer experience across multiple game titles.

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High volume of support requests requiring significant agent time for scribing responses.

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Need for rapid implementation due to fast-paced business environment.

 

Our Solution

Playtika engaged Thirdera, a Cognizant company, to facilitate delivery of effective solutions for their ServiceNow upgrade and automation needs.

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Migration to ServiceNow CSM Pro and ITSM Pro
Facilitated the migration to new ServiceNow CSM Pro and ITSM Pro products, leveraging the opportunity to reevaluate and optimize their approach to automation.

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Tailored CSM Solution

Facilitated the build of a CSM solution, allowing for customized support experiences for each of Playtika's approximately 20 games.

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AI-Powered Auto-Response Capability

Facilitated the integration of an internally developed AI application that generated responses based on agent prompts to significantly reduce scribing time.

The Result

Immediate efficiency boost
Day 1 of implementation saw a 20% increase in efficiency, with projections indicating an 80% increase by Year 2.

Enhanced customer experience
The tailored CSM solution and AI-powered responses have dramatically improved the support experience for millions of players.

 

Scalable support infrastructure 
The new setup allows Playtika to handle high volumes of support requests more effectively across its diverse game portfolio.

 

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximize the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimization, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

Contact us today to discuss your next project and enter a new era of ServiceNow partner experience.

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WRITTEN BY

Michael Henderson

Michael has been a content marketing professional in the ServiceNow space for over 10 years. His focus is developing engaging content that empowers clients to make informed decisions throughout their service management journey.
[case-study, servicenow-csm] [Case Study, ServiceNow CSM]