Square Enix: The journey to award-winning ESM

Hear from global video game publisher Square Enix (winners of the itSMF Award for Service Innovation) about their journey to a unified enterprise service ecosystem.
Square Enix will talk about how they established and executed their ESM strategy – tackling the initiative in bite-size chunks. A unified service management solution enabled them to bring teams, services, knowledge, and customers together within a single platform that gives visibility of it all.

They transformed the service experience, offering a compelling digital experience that customers love – and a shift in customer behaviour from 80% email to 90% portal interactions.

With a greatly reduced transactional load, they created the capacity they needed to break out of the firefighting loop and really drive the expansion and optimisation of ESM.