RXP Article
RXP JOINS FORCES WITH COALFACE TO IMPROVE CUSTOMER EXPERIENCE IN SPORT
Press release
Datchet, 3 September 2007
RXPerience Limited today announced the launch of a new consulting division for the sports market called RXP Spectator Sport to help improve Customer Experience in sport. This will combine the activities of RXP and Coalface Contact Centre Consulting in this sector – who already have existing customers Reading FC and Arsenal FC. The aim of RXP Spectator Sport is to transform Customer Service activities within sports clubs to reduce operating costs and increase future revenue opportunities.
Why focus on Customer Experience?
Managing customer expectations has a key role to play for all sports clubs - whether they are supporters or corporate clients. These customers have become more commercially aware and consequently have higher expectations of their favourite clubs and their venues. The most forward thinking clubs now have clearly defined contact handling strategies encompassing face-to-face; web; telephone and email covering ticket sales, merchandising and customer service issues. By benchmarking their service delivery operations with external markets, clubs can now reap the benefits of increased Customer focus.
RXP and Coalface are both experienced contact centre consultants who come from the 'blue chip' world where Customer Service is king! They believe that managing club operations across all channels including:
- Call centre – telephone demand;
- Web site – self-service;
- and Email communications – incoming as well as outgoing contact
will result in a stronger relationship with a fan base that in turn leads to lower operating costs and more sales of club products and services.
Foresighted clients
RXP and Coalface have previously worked separately in the sports market focusing on helping clients to improve the Customer Experience – streamlining people, process and technology across ticket sales, merchandising, membership enquiries and Customer Service. Existing RXP sports clients include Arsenal FC, and for Coalface include Reading FC. Both these football clubs recognise that the future sales of products and services can only be achieved by providing first class customer service to supporters. This means reducing the telephone queuing times for callers; avoiding the need for callers to have to ring separate telephone numbers to perform different transactions and making it easy for supporters to self-serve via the web.
Joining Forces
To address the future opportunities in the sports market – that includes not only football clubs but other sports such as rugby, racing and cricket – RXP and Coalface are today launching a joint initiative called RXP Spectator Sport (www.rxpss.com) which will be the leading sports consultancy for clubs looking to improve Customer Service. This will provide consulting services across people, process and technology that will leverage initiatives in Customer Relationship Management (CRM) across face-to-face box office; web self-service; and contact centre channels.
Outcomes
Paul Weald, Managing Director of RXPerience comments: “Managing Customer Experience is all about integrating the different channels and we can help clubs to develop contact handling activities that will reduce operating cost and increase future revenue opportunities.”
Mark Whitehead, Director of Coalface Contact Centre Consulting comments: “We believe that sports clubs understand the value of their Customers and want to manage Customer Operations more professionally, and our role is simply to articulate and implement the solutions necessary to achieve that goal.”
So if you are interested in finding out more about how RXP can help you then please Contact Us.
