Case Studies
RXP and Coalface have already worked separately in the sports market helping clients to improve their 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.
Arsenal FC
RXP has an ongoing consultancy partnership with Arsenal Football Club to help develop the customer services capability of the organisation and optimise its relationship with the supporter fan base. Over a nine month project starting in July 2007, RXP will work with Arsenal to establish a consolidated Customer Services team who act as a customer champion on behalf of supporters when they are buying tickets, arranging travel, home shopping or resolving membership enquiries.
Reading FC
Over an eight period in the 2006/07 season, Coalface was instrumental in the review and restructure of the football club Sales Centre Operation, developing and implementing new service delivery operations that significantly:
- increased the call handling rate
- improved customer satisfaction levels for new contacts
- reduced the backlog of service issues.
Jackie Evans, Customer Service Manager, Reading FC commented “Our job has become so much easier since the consultants came on board, not only have the number of complaints reduced but now we have far better procedures and systems with which to record and handle them. This has made a real difference to our Customers’ perceptions”.
If you are interested in knowing more about how RXP Spectator Sport can help you in any of these areas then please Contact Us.
