The Ottawa Senators (The Senators) are one of most exciting teams in the National Hockey League, serving passionate fans in the Ottawa-Gatineau region. Since their return to the NHL in 1992, the Senators have provided a sports experience that keeps fans coming back — with more than 750,000 patrons attending home games at the Canadian Tire Centre annually. The Senators continue to work hard to create an amazing fan experience. The landscape of fan engagement has changed dramatically in the last few years, which means connecting with them goes beyond the stadium. Looking to reinvent the fan experience and connect with their customers in entirely new and unique ways, the Senators turned to salesforce.com in 2013 and haven’t looked back.
The first step towards enhancing their customer journey was delivering a highly personalized experience for valued season ticket Members. Prior to Salesforce, complex ticket packages and lack-of customer-profile information made it difficult to go beyond a single interaction. By deploying Salesforce Sales Cloud and integrating it with their ticketing system using the Salesforce Platform, customer account information is now automatically updated in real-time for their entire sales team. This puts all customer information in one central location, creating a seamless and personalized experience while increasing speed of service delivery. It also lets sales staff easily identify the best ticket package option for a potential customer and use the same information for proactive service campaigns.
The Salesforce Service Cloud has also increased efficiency and transparency within the company. The Senators listen closely to their fans using multiple websites to gather customer ideas, feedback, suggestions and more. Now, everything is automatically funnelled into one internal case management system that connects everyone on their service teams allowing sales reps to spend more time doing their job and less time sorting through emails.