FSI Finishes Long-standing Project with Guitar Hero

FSI wishes to bid a fond farewell to a truly great Client, Guitar Hero, with whom we have enjoyed a great relationship. Guitar Hero has decided to shut down their eCommerce store, which means that they will no longer need FSI to fulfill their orders for them. Guitar Hero (formerly RedOctane), initially awarded FSI with the fulfillment of all merchandise sold through their popular eCommerce site. Once they got a good feel for our responsiveness and ability to streamline key portions of the customer experience, they extended our relationship to include the handling of sizable warranty programs.



One enabling feature was FSI’s ability to bring together key pieces of data at different stages of the warranty/replacement process and make it available to their Customer Service teams in a way that previously was not possible. This enabled their CSRs to be able to resolve a far greater percentage of support requests while the customer was on the phone – all by logging into the FSI Enterprise reporting portal. (By the way, can your fulfillment provider do that?)

Guitar Hero was an account we were particularly proud of due to the multiple levels of integration that showed off FSI’s technical capabilities particularly well. But even more importantly it highlighted the terrific job our Customer Service and Warehouse teams did in handling rapidly changing volumes, with volume spikes during the holidays and throughout the year during new product launches. It wasn’t unheard of for the Warehouse to be greeted on Monday morning with a stack of packing slips 4,000 sheets high, all of which had to be accurately picked, packed, and shipped same-day. At least there were only about 400 different products to deal with.

But I digress. Guitar Hero was recently acquired by Activision, and the decision was made to eliminate the eCommerce site and focus strictly on building the business in retail channels. So the next time you purchase a cool Guitar Hero product, it’ll have to come from a reseller rather than be shipped from FSI. They will be missed!

More details of the plans are freely available on the web such as http://www.edge-online.com/news/activision-closes-red-octane