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NetSuite strikes a chord with Guitar Hero customer support

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15th Dec 2009
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Activision Publishing, makers of gaming phenomenon Guitar Hero, subscribe to NetSuite's OneWorld offering to deal with soaring demand and simplify customer support.

Is Santa bringing someone in your house Guitar Hero for Christmas? Worried about what to do if Little Johnny  - or his dad – can't make it work? If you do end up having to contact the makers, customer support is being handled by Cloud applications vendor NetSuite.

Activision Publishing, makers of Guitar Hero, the multi-million copy selling videogame franchise, has been using NetSuite during the past year to manage its ecommerce operations on www.GuitarHeroStore.com. Guitar Hero uses NetSuite to power its electronic storefront, account for online revenues and cost of goods sold, provide customer support, and perform deep analytics into ecommerce activities and keyword campaign success.

Activision began life with a direct to consumer online sales model but the runaway success of Guitar Hero and related accessories meant that demand outstripped the potential of its original ecommerce solution, especially with Christmas looming on the horizon. It therefore elected to subscribe to NetSuite's OneWorld offering. "None of the other options we considered were nearly as well integrated as NetSuite," says Michael Pan, senior ecommerce manager at Guitar Hero. "The NetSuite Ecommerce experience has been seamless."

Through its use of NetSuite, Guitar Hero says it has greatly simplified its customer support through integrated records and a single point of contact, which in turn has significantly improved turnaround tim and cut support times buy one third during busy periods.

Integrated campaign analytics have enabled Guitar Hero to monitor and adjust the performance of its keyword marketing and promotional sales tactics. NetSuite also delivers merchandising and promotional opportunities to Guitar Hero with the ability to cross-promote, alter pricing, and introduce new merchandising campaigns quickly and efficiently.

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