About Mattel

Mattel is a leading global toy company with one of the most iconic catalogs of children’s and family entertainment franchises. Their portfolio includes beloved brands such as Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, and more. Mattel engages consumers worldwide through innovative products and partnerships with global entertainment leaders.

Challenge

Taking Customer Service to the Next Level

To enhance customer satisfaction and operational efficiency, Mattel sought to consolidate all customer service functions, including pre-sales inquiries, order entry, order servicing, and warranty support, under a single, streamlined system.

Solution

"Toyful" Solutions for Customer Delight

Mattel partnered with XCentium to integrate Salesforce Service Cloud, creating a unified platform for customer service operations. Key features include:

• Multi-Channel Communication: Supporting phone, email, and web-based customer interactions.
• Special Business Logic: Enabling customer service agents to place orders for exclusive products or items with purchase limits.
• Streamlined Processes: Automating issue resolution and improving agent efficiency through actionable KPI tracking.

Outcome

Elevating Customer Expectations

With the Salesforce Service Cloud implementation, Mattel achieved:

• Unified Order Histories: Seamless integration across POS and digital channels, enabling efficient hold management and bulk release.
• Enhanced Returns Process: Customers can initiate returns easily, leading to automatic label generation and prompt refunds.
• Improved Order Servicing: Added capabilities include:
• Order tracking
• Notes capture
• Order cancellation and quantity updates
• Backorder management and replacements
• Appeasements and email marketing for enhanced customer satisfaction

By leveraging Salesforce Service Cloud, Mattel has elevated its customer service experience, combining operational excellence with innovative features to meet and exceed customer expectations.