Solutif Super Human Service: Digital Transformation For The Fan Experience

Fueling the Fan Experience with Digital and Cloud

According to Technology Magazine, the global sports industry is in an historic growth period. While most of the revenue generation for sports organizations comes from broadcasting rather than live event attendance, investment in the digital transformation of stadiums across the globe is growing.

Business Wire reports that the spectator sports market, including racing, is expected to grow the fastest — at a compound annual growth rate (CAGR) of 6.8%.

Fans use a variety of digital channels — self-service, assisted-service or proactive-service options – to interact with a venue. They leverage their preferred methods of communication: chat, phone, messaging, chatbots and social media. And the majority of fans use their mobile devices at the track.

For many racing venues, fans call to find out parking information, gate open times, if coolers are permitted, what COVID protocols are in place and more. These basic questions are asked repeatedly at every event. A bot could easily answer those repetitive questions — and then route to a human for additional support. Using a bot reduces phone calls, allowing venue staff to manage ticket sales and other tasks.

Questions that come in during a race event can be basic or more serious in nature. The TMS team receives every fan assistance text message and acts in real time to solve their requests. TMS recognized the benefit of digital and artificial intelligence (AI) tools to provide race day information, fan assistance during the race, and partner and sponsor communications.

It chose Genesys Cloud for its digital needs. The deployment, which happens in multiple phases, will include:

  • SMS text automation

  • Website chatbot automation

  • Fan assistance bot with human routing

  • Business and account management for outbound campaigns

  • Other future state needs, including CRM system and Salesforce integration and apps for data

The teamwork between TMS and Genesys is also part of this equation.

Because of time constraints before the Genesys 300, TMS leveraged the Genesys Professional Services team to build the fan assistance bot, in addition to providing a digital SMS channel for communication directly with the TMS hospitality staff while enjoying one of the 144 suites onsite. Genesys Professional Services worked with the TMS business and IT/support teams for implementation. In addition, all new Genesys Cloud customers have access to a Genesys customer success team for support. The success team onboards all customers with best practices, online resources and helpful hints to guide their cloud experience.

Great teams coming together make amazing things happen. The TMS team plus Genesys Cloud provides the perfect example of how their people and our cloud can deliver Super Human Service.

Genesys will be cheering for James Hinchcliffe, driving the No. 29 Genesys Honda for Andretti Steinbrenner Autosport on May 1 — and throughout the 2021 IndyCar season. We’re also cheering for the Texas Motor Speedway and our partnership with them — on and off the track.

Solutif as an all-in-one contact center solution provides services based on omnichannel and cloud-based technology. Our services make it easy for your company to grow and improve the customer experience. Give your customers a memorable experience by using Solutif's omnichannel contact center technology!

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