About the client

Funko is a pop culture lifestyle brand known for licensed collectibles, vinyl figures, plush toys, action figures, and apparel. Its online store supports a passionate customer base and must perform well during high-demand product launches and flash sales.

Challenge

Funko needed an eCommerce operation that could keep up with heavy traffic, large order volumes, and customer expectations during peak sales events. Its existing infrastructure made it difficult to manage spikes in demand without risking slowdowns or disruption. Funko also needed stronger order and inventory coordination across channels, plus a simpler way for customers to manage returns and get service support.

Solution

XCentium worked with Funko to implement Salesforce Order Management as the foundation for a more scalable order management process. The solution connected with Funko’s Salesforce Commerce Cloud environment to support high-volume sales and peak traffic events.

XCentium also implemented Omnichannel Inventory so Funko could track and manage inventory across sales channels. Automated order rules helped reduce manual steps and improve processing accuracy.

To improve the post-purchase experience, XCentium delivered self-service returns with business rules for restocking fees. Zendesk workflows were also integrated to automate customer service tasks, reduce manual effort, and help customers get faster support.

Outcomes

Funko gained a more robust eCommerce and order management ecosystem built to support flash sales, high traffic, and large order volumes. The new solution improved order processing, supported timely fulfillment, and gave Funko more flexibility in how it manages inventory across channels.

Customers also gained a better service experience through self-service returns and automated support workflows. Funko’s platform now supports stronger security controls and a more reliable shopping experience during peak demand.

Technology

• Salesforce Order Management
• Salesforce Commerce Cloud
• Omnichannel Inventory
• Zendesk