Success Story
Investing in KORE is Like Investing in Your Fan Relationships
Ford Galvin was hired on with the St . Louis Rams just as the team was getting ready to implement KORE Software . Ford had been a longtime proponent of KORE and knew exactly how to get the most out of its functionality to propel his team ’ s efforts .
Increased Fan Satisfaction = Increased Renewal Rates
KORE ProSports™ has enabled the Rams to step up their game on customer engagement and satisfaction . Creating fan-profile transparency across divisions has been one key to this success . They ’ ve gone beyond using KORE in their Corporate Partnership and Ticket Sales departments
“ KORE ’ s functionality has allowed us to step up our game relating to customer service and touchpoints . Without KORE , we wouldn ’ t hitting the season ticket renewal numbers that we do .”.”
Ford Galvin | Director of Data Management and Business Intelligence , LA Rams
and opened it up to their Community & Civic Affairs , and Marketing & Media Relations departments as well . In this environment , when a fan contacts one of the aforementioned departments a Rams employee can quickly look up the fan ’ s profile and know exactly who has reached out and how the fan engages with the team ( e . g . season ticket holder or casual fan ). For the first time the Rams were able to record “ negative touchpoints ” along with all their other fan-service touchpoints enabling them to solve fan issues and keep the fans engaged .
Another key to their fan-engagement success is KORE ’ s ability to integrate the NFL Turnkey Surveyor data directly to a fan ’ s profile . “ Having all the survey data fed straight into our CRM and tied to a fan profile is huge . We found direct correlation between renewals and the fan experience , so now we can reach out and directly impact those fans ,” said Ford . For example , Ford was able to measure that when fans didn ’ t know they had a dedicated account rep , they were significantly less likely to renew their season tickets .
With improved access to consumer touchpoint data , Ford has been able to create powerful insights that have a major impact on the Rams ’ business . Since their integrations with KORE , the Rams have been able to improve their customer service and renewal rates , and create transparency across the organization .
KORE Applications in Use
• KORE ProSports Ticketing™
• KORE ProSports Sponsorship™
LA Rams ’ Most Valued Features
• Customer touchpoint tracking
• Fan profiles
• Integration with Turnkey Surveyor
• Cloud-based servers
Tips from Ford Galvin
• Tackle one department at a time . Give your full attention to one vertical before moving on to the next .
• Don ’ t overlook training .
Ready to invest in your fan relationships ?
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Case Study