NBA Franchise Implements MS Dynamics

American NBA team Oklahoma Thunder began building its national franchise in 2008, with the full knowledge that they would have to have an eye towards every facet of the sports entertainment industry. Thunder owners, then, set out to personalize the fan experience. The Thunder customer service team promoted various campaigns, collected metric-based research data and shaped its training programs by using Microsoft Dynamics CRM. Now, MS Dynamics acts as the Franchises central source of information, providing a 360-degree view of franchise guests. According to the team's Net Promoter Score, a system that helps businesses measure customer satisfaction, the Thunder has a customer satisfaction score of 91.2 percent, which is over twice the size of the NBA average. With MS Dynamics, the franchise can now provide fans with immediate team updates and allows fans to contact the team via media and encourages feedback through telephone, e-mail and online surveys. This data helps the Thunder's customer support team drive consistent improvements. MS Dynamics is then used to compile a monthly report used to observe trends. At the Microsoft Dynamics Convergence 2013 conference inNew Orleans, the Thunder declared customer satisfaction scores have soared since the team implemented Microsoft Dynamics CRM. They have now been voted the top NBA franchise in terms of customer satisfaction.
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