ESPN Enhances Fan Experience with Domo
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Domo
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Brand Awareness
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Real-Time Location System (RTLS)
Services
- Data Science Services
About The Customer
ESPN, Inc., established in 1979, is the global leader in multimedia sports entertainment. The company's portfolio includes 32 TV networks, 13 websites, over 90 broadband networks, 7 radio stations, and numerous mobile apps and consumer products. ESPN delivers the world’s most loved sporting content to fans through a complex network of more than 500 TV content providers. The fan experience drives the ESPN business, and Douglas Kramon, Senior Director of Fan Support & Customer Care for ESPN, is responsible for quickly spotting and resolving service quality issues.
The Challenge
ESPN, a global leader in multimedia sports entertainment, was facing several challenges in delivering quality service to its fans. The company needed a way to quickly aggregate customer comments to spot emerging issues with access to ESPN and identify which services were affected before it caused subscriber churn. With a large and growing set of content distribution partners, ESPN wanted to partner more closely with them and use data to engage them on improving service quality levels. Additionally, ESPN wanted to increase convenience for fans by adding additional web, phone, text-based support channels. However, a lack of visibility into existing activity was holding back these new implementations.
The Solution
ESPN implemented Domo, a business intelligence tool, to address its challenges. With Domo, ESPN was able to easily generate reports on service issues and share them with relevant stakeholders, eliminating the need for manual report creation and the use of Excel and PowerPoint. Domo also provided real-time data, which was crucial for ESPN as sports are some of the most time-sensitive experiences in media. Before Domo, ESPN had to live with considerable data lag: weekly or monthly summaries of issues. Now, ESPN can see the data within moments of the kick-off. Domo also enabled ESPN to provide instant answers to ad-hoc questions from the executive team about overall system health. Furthermore, ESPN used a Domo custom app that analyzed frequently-mentioned issues and compared them to historical data, allowing the team to get an early indicator of where attention is needed.
Operational Impact
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