Immerse IQ partnered with a rapidly growing gaming company to scale their quality assurance operations across five countries, ensuring seamless support in six different languages. The client faced challenges in maintaining consistent customer experience standards across geographically dispersed teams. Immerse IQ deployed a global quality organization that worked closely with the client’s regional teams to define quality parameters and establish localized QA processes while maintaining global consistency.
Our multilingual Customer Experience Analysts conducted evaluations tailored to cultural nuances, enabling the client to better understand regional customer needs. Customized dashboards provided real-time insights, empowering decision-makers to address performance gaps promptly. Additionally, our centralized team in Central America coordinated efforts to ensure standardized operations and consistent quality, regardless of location. Within the first six months, player satisfaction increased by 30%, while retention rates surged by 25%. The client also reported a 20% reduction in support costs due to operational efficiencies introduced by our QA framework. This case highlights Immerse IQ’s ability to drive scalability and consistency in complex, multinational operations.