Supercell’s player support solution scales globally

Working with Nitor has been agile. It’s important to us that our partners can work autonomously. The Nitor team introduces suggestions and solutions to problems that we then develop together. The ability to be proactive, autonomous and agile is the perfect combo for us!

Jonas Koli, Player Support Product manager, Supercell

Players expect a seamless experience. Known for their intuitive gameplay, Supercell’s players also expect the same ease-of-use when it comes to their support functions. With millions of players at stake, it’s no wonder an enjoyable player experience is crucial to their business.

The player management system lies at the heart of the overall support solution. It’s used by Supercell’s customer service worldwide, and is implemented as a modern cloud service on AWS. The amount of data generated by the players is huge, so scalability is a significant part of the development of the system.

The new solution gives the customer service team faster access to relevant information, making it easier for them to serve the players. It also provides an automated process; now players don’t need to wait for a customer service representative to help them recover their account.

In addition to the customer service system, players now have their own support portal where they can easily find a solution to the most common problems. It can be easily accessed from within each game.

Nitor created a service which addresses the quality of customer service on a global level, integrating it in the player support tools. This new tool brings visibility to the work and success of delivering first-class player support.

Player support is typically needed to support a problem situation affecting the player. Nitor believes it can be much more than that. We aim to learn something new from each encounter. That is why Nitor also helps Supercell with its data analytics expertise. Now customer service situations that involve a huge amount of usable data can be processed into relevant insights - fuelling game development initiatives.

As part of the player support service solution, we created a new system that monitors the quality of customer service. The development of the system began with large-scale user interviews with customer service representatives and the people who train them. This helped us get comprehensive information about how player support works at Supercell. The existing data was analysed to create the basis for the proposed new system. 

With the further development of business support tools, numerous benefits have been introduced to the daily work of the customer service team. Their work has been made easier as the missing functionalities were completed. The tools have been developed largely on the basis of employee feedback, and working conditions have also been improved by genuinely listening to their pain points.

As an experienced partner, Nitor has been able to facilitate Supercell’s development teams’ daily lives by adapting to evolving challenges. Supercell’s confidence in Nitor has liberated Supercell’s developers, enabling them to focus on what’s important to them – making great games.

Mutual trust and a pragmatic approach to resolving issues have been key to building a true partnership. It practically feels like you’re working for the same company.

Jussi Mononen, Developer, Nitor

When games get updated, player support tools must also be updated. The Nitor team works closely with Supercell’s game development team during each update. The cooperation has been extremely effective thanks to good communication and an open operating environment. A great example of this includes a support tool being introduced much earlier than planned thanks to a stellar way of working.

In essence, the success of the process has been greatly influenced by open and easy communication, flexibility, and the ability to adapt to evolving needs.