General Discussion

Publishers and developers new to the MMO genre underestimate the difficulties of launching in the market, according to Blizzard's Mike Morhaime.

Following GOA's struggle to launch Warhammer Online, GamesIndustry.biz asked Blizzard's CEO if companies fail to anticipate the true logistics of launching a massively multiplayer online game.

"I think everyone who hasn't done it will probably underestimate the logistics behind it - we certainly did," he explained.

"You focus on the things you are used to but you don't necessarily realise how difficult it is to scale up quickly and with an MMO you have to factor in providing 24/7 customer service, multiple languages... and that's not just hiring all those people to do customer service because internally within the organisation you still have to support your employees and that's a whole lot of management infrastructure that doesn't exist before the launch."

Morhaime further revealed that the company still aims to release a World of Warcraft expansion annually but is currently on the "longer than a year plan" and following Wrath of the Lich King fans won't see another for more than a year.

"That's still the ideal goal," he said in response to GamesIndustry.biz, "but as with anything there is this underlying rule that trumps everything which is that we'll take as much time as we need until... it reaches the expectations of ourselves and our players."

"Right now we're on the longer than a year plan," he added. "The next one I think it is still unlikely that we're going to get it down to a calendar year. We're going to continue to try and decrease that but really the content of the expansion is more important and I think you guys are going to find with Wrath of the Lich King that it's going to be worth the wait."

James Lee 11:03 (BST)
14/10/2008

Source

Originally posted by magdalene08

Publishers and developers new to the MMO genre underestimate the difficulties of launching in the market, according to Blizzard's Mike Morhaime.

Following GOA's struggle to launch Warhammer Online, GamesIndustry.biz asked Blizzard's CEO if companies fail to anticipate the true logistics of launching a massively multiplayer online game.

"I think everyone who hasn't done it will probably underestimate the logistics behind it - we certainly did," he explained.

"You focus on the things you are used to but you don't necessarily realise how difficult it is to scale up quickly and with an MMO you have to factor in providing 24/7 customer service, multiple languages... and that's not just hiring all those people to do customer service because internally within the organisation you still have to support your employees and that's a whole lot of management infrastructure that doesn't exist before the launch."

Morhaime further revealed that the company still aims to release a World of Warcraft expansion annually but is currently on the "longer than a year plan" and following Wrath of the Lich King fans won't see another for more than a year.

"That's still the ideal goal," he said in response to GamesIndustry.biz, "but as with anything there is this underlying rule that trumps everything which is that we'll take as much time as we need until... it reaches the expectations of ourselves and our players."

"Right now we're on the longer than a year plan," he added. "The next one I think it is still unlikely that we're going to get it down to a calendar year. We're going to continue to try and decrease that but really the content of the expansion is more important and I think you guys are going to find with Wrath of the Lich King that it's going to be worth the wait."

 

James Lee 11:03 (BST)
14/10/2008

 

Source

These guys are talking about games that get like millions of subscribers right off the bat..  It's easier for smaller MMORPG's that only have to deal with thousands and then grow from there.

When the hell has their CS been 24/7?

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Originally posted by Arndur
When the hell has their CS been 24/7?

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Like...never ?

I think what he is referring to is the amount of work setting up a customer service team to handle the situation of millions of people phoning in and complaining about the game. They need to be hired, educated and serviced themselves and thats very hard HR work. The problem is to find actually capable HR leadership people and right now, very few corporations have figured out how to hire these qualified people to their organisation. Its not just a game industry problem, its global (just look at the banks)

I think the point that the logistics of a launch are underestimated is well taken.

Logistics are, let's face it, pretty boring for most of us. But they're what separate the amateurs from the professionals.  Having all those resources lined up in the correct order and the correct quantity is no minor task, it's not very sexy, but it makes or breaks a launch and the aftermath of the launch.

I'm always quite amazed at how the beta seems to progress very smoothly but for some reason the launch never seems to do so, no matter how much prep is done.  It's always not enough.  The launch leaves a lasting impression with a lot of your players/customers that isn't easily dispelled.  First impressions are lasting.

Check this News out: http://www.gamesindustry.biz/articles/blizzard-warhammer-players-already-returning-to-warcraft

"It surprises me because Mythic is a very good company and it doesn't surprise me at the same time because it's really hard, what they're trying to do and what we've done," commented Sams.

praise them, then step on them..... :s