How a fragmented, regional support operation was restructured into a unified global function serving 350,000 tickets per month across 18 languages.
Wargaming is a global publisher of live-service games operating across Europe, North America, CIS, and Asia. As the company expanded internationally, support operations had grown organically within each region.
While the same ticketing system was used across teams, most surrounding tools, workflows, and vendor relationships had evolved independently. Each region operated according to local processes and priorities.
During a company-wide restructuring, Wargaming transitioned from a regional management model to a global functional structure. Within this transformation, we led the redesign of Player Support operations to create a unified, scalable global support organisation.
At the start of the transformation, Player Support was fragmented across regions. Knowledge Base systems, QA processes, and internal workflows had developed independently over time.
Ticket categorisation was inconsistent across regions, limiting global reporting and making it difficult for leadership to analyse player issues at scale.
Operational roles were unevenly distributed. Some regions had dedicated QA and Knowledge Base functions. Others relied on agents to handle these alongside daily tickets.
BPO partnerships had been established locally rather than through a coordinated global strategy. As the player base grew across multiple games and markets, these inconsistencies limited the ability to scale efficiently.
Phase 1: Structural Consolidation. A comprehensive review of support operations across all regions mapped tools, workflows, roles, and vendor relationships. Zendesk was implemented as the central operational platform. Ticket categorisation, tagging conventions, and routing rules were standardised globally. Operational roles were clarified and formalised with dedicated QA, Knowledge Base, and subject matter expertise responsibilities.
Phase 2: Operational Optimisation. Workflows were redesigned to improve efficiency. The player support portal was rebuilt to guide users toward Knowledge Base articles before creating tickets, improving self-service adoption. Automations developed through the Zendesk API improved ticket routing, tagging accuracy, and retrieved backend logs directly within the agent interface. A global vendor management framework was introduced to balance internal teams and outsourced partners.
Phase 3: Intelligent Scaling. AI-assisted translation workflows were deployed, allowing agents to handle tickets across multiple languages more efficiently. Workforce forecasting models were built to replace reactive staffing with predictive capacity planning.
Automation and improved workflows increased agent productivity while maintaining controlled operational costs as support demand continued to grow across titles and regions.
The support function moved from a fragmented regional structure to a globally coordinated organisation with consistent processes, governance, and operational roles.
Standardised ticket categorisation and reporting gave leadership clearer visibility into player issues across products and regions. This improved collaboration between Player Support and product teams. Player feedback could now be analysed systematically and communicated back to development.
Most importantly, the organisation gained a scalable operational model capable of supporting continued growth across multiple titles, languages, and player communities.
If your support operation is outgrowing its current structure, a structured transformation can deliver similar results. Let's start with a conversation.
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