Vonage > Case Studies > Jersey Shore BlueClaws Enhances Fan Experience with Vonage Business Communications

Jersey Shore BlueClaws Enhances Fan Experience with Vonage Business Communications

Technology Category

Infrastructure as a Service (IaaS) - Virtual Private Cloud
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Equipment & Machinery
Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Personnel Tracking & Monitoring
Time Sensitive Networking

Services

Training

About The Customer

Jersey Shore BlueClaws is a Minor League Baseball team that hosts their home games at FirstEnergy Park, a state-of-the-art facility featuring 6,588 reserve seats and 16 luxury suites. The team is committed to providing a first-rate baseball experience to its fans and is always looking for ways to improve customer service and develop new and existing business opportunities. The team's staff includes B2B sales executives who spend 40% of their time away from the office, and sales reps who need to provide a higher level of customer service.

The Challenge

Jersey Shore BlueClaws, a Minor League Baseball team, was facing several challenges in improving customer service, developing new and existing business opportunities, and enhancing the fan experience. The team lacked the resources to provide precise call performance feedback to its sales reps beyond their initial training periods. They also didn't have the tools to help the sales reps take detailed notes for their follow-up emails to clients. Routing inbound callers to the most appropriate ticket queues was a challenge. Additionally, the staff's productivity was routinely impeded by hundreds of calls from anxious fans whenever the forecast predicted bad weather. The organization's B2B sales executives, who spend 40% of their time away from the office, had trouble responding to new and ongoing opportunities without constantly checking their office voicemail. After each home game, the team’s staff returned to their offices to find the main number’s voicemail and text inboxes filled with time-sensitive queries and requests that had gone unanswered.

The Solution

The BlueClaws chose Vonage for its unified communications platform, Vonage Business Communications. The platform offered a host of benefit-rich features that enabled the organization to record calls and provide precise, specific, performance-improving feedback to its sales reps. It also helped deliver high-quality, comprehensive, efficient support to the team’s fans and freed B2B sales executives from the anxiety of frequently checking their office voicemail. The platform also helped raise the brand's profile as a provider of a first-rate Minor League Baseball experience. The Vonage Business Communications platform supports the BlueClaws’ commitment to delighting fans by empowering its staff with advanced business communications tools such as Visual Voicemail, Call Forwarding, Call Recording, Mobility, Auto Attendant, and Call Queue.

Operational Impact

The implementation of Vonage Business Communications has significantly improved the operations of the Jersey Shore BlueClaws. The team is now able to better train its sales reps and improve its customer connections, allowing B2B sales executives to focus on revenue instead of administrative work. The platform has also enhanced the fan experience, providing a first-rate Minor League Baseball experience. The advanced business communications tools have empowered the staff to provide a higher level of customer service. For example, the Visual Voicemail feature allows staff members to review new voicemails at a glance, even during a game when high-energy crowds, music, and announcements can make listening to urgent voicemails a challenge. The Mobility feature also allows the team’s staff to have on-the-go access to all their favorite communications tools, which directly impacts customer service.

Quantitative Benefit

B2B sales executives spend 40% of their time away from the office, the Call Forwarding feature ensures they never miss a call
The Call Recording feature helps the organization’s sales reps review conversations and document their details in follow-up emails
The Auto Attendant feature frees the staff from having to answer the same question hundreds of times over the course of a day during rainouts