About the client

Mattel is a global toy company with a portfolio of well-known children’s and family entertainment brands. Its brands include Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, and more.

Challenge

Mattel wanted to take customer service to the next level by consolidating key support functions into one system. Teams needed to manage pre-sales inquiries, order entry, order servicing, and warranty support more efficiently. The goal was to improve customer satisfaction while giving agents a simpler way to support customers across channels.

Solution

Mattel partnered with XCentium to implement Salesforce Service Cloud as a unified platform for customer service operations. The solution supported phone, email, and web-based customer interactions, helping agents manage customer needs from a single place.

XCentium also enabled business logic for specialized ordering scenarios. This included the ability for agents to place orders for exclusive products or items with purchase limits.

To improve day-to-day service operations, the team streamlined issue resolution and added actionable key performance indicator tracking. This gave service teams better visibility into work, performance, and customer needs.

Outcomes

Mattel gained a more connected customer service experience across point-of-sale and digital channels. Unified order histories helped agents manage orders more efficiently, including hold management and bulk release.

The solution also improved returns and order servicing. Customers could initiate returns more easily, with automatic label generation and prompt refunds. Agents gained better tools for order tracking, notes capture, cancellations, quantity updates, backorder management, replacements, appeasements, and customer email marketing.

Technology

• Salesforce Service Cloud