Winning the CX Game

Pontica partnered with a Bandai Namco to build a centralized, player-first CX operation that could keep pace with rapid updates, rising player expectations, and constantly evolving community needs.

Our Client

Bandai Namco is a renowned Japanese game publisher, known worldwide for its iconic titles and loyal fan communities. With a diverse global audience and fast-moving development cycles, the company needed a unified support model capable of delivering consistent, multilingual, and highly agile player experience.

The Challenge

The client needed more than traditional multilingual support. They required:

• A centralized CX structure that could replace fragmented workflows across regions.
• A team of gamer-trained specialists who understand gameplay, updates, and community dynamics.
• Flexible processes that could adapt quickly to new patches, content drops, and trends.
• Expanded support coverage and new engagement channels to better serve a global player base.

To maintain player loyalty, the company needed a partner capable of building a high-performance, player-centric support ecosystem from the ground up.

Impact

In under six months, Pontica created a dedicated CX department staffed by passionate gamers and supported by scalable processes, multilingual coverage, and expanded engagement channels. The result was a unified operational model, significantly faster response times, a stronger connection with players, and a player-first culture recognized across the industry.