ESPN 利用 Domo 增强粉丝体验
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Domo
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Brand Awareness
技术
- 分析与建模 - 实时分析
适用功能
- 销售与市场营销
- 商业运营
用例
- 实时定位系统 (RTLS)
服务
- 数据科学服务
关于客户
ESPN, Inc. 成立于 1979 年，是全球领先的多媒体体育娱乐公司。该公司的产品组合包括 32 个电视网络、13 个网站、90 多个宽带网络、7 个广播电台以及众多移动应用程序和消费产品。ESPN 通过由 500 多家电视内容提供商组成的复杂网络向粉丝提供全球最受欢迎的体育内容。粉丝体验推动着 ESPN 的业务发展，ESPN 粉丝支持和客户服务高级总监 Douglas Kramon 负责快速发现和解决服务质量问题。
挑战
ESPN 是全球领先的多媒体体育娱乐公司，在向粉丝提供优质服务方面面临诸多挑战。该公司需要一种方法来快速汇总客户评论，以发现 ESPN 访问中出现的问题，并在导致用户流失之前确定哪些服务受到了影响。随着内容分发合作伙伴越来越多，ESPN 希望与他们建立更紧密的合作伙伴关系，并使用数据来帮助他们提高服务质量水平。此外，ESPN 希望通过增加额外的网络、电话和基于文本的支持渠道来提高粉丝的便利性。然而，对现有活动的缺乏可视性阻碍了这些新实施。
解决方案
ESPN 实施了商业智能工具 Domo 来应对挑战。借助 Domo，ESPN 能够轻松生成有关服务问题的报告并将其分享给相关利益相关方，无需手动创建报告，也无需使用 Excel 和 PowerPoint。Domo 还提供实时数据，这对 ESPN 来说至关重要，因为体育是媒体中最具有时效性的体验之一。在使用 Domo 之前，ESPN 不得不忍受相当大的数据滞后：每周或每月汇总问题。现在，ESPN 可以在比赛开始后几分钟内看到数据。Domo 还使 ESPN 能够立即回答执行团队关于整体系统健康状况的临时问题。此外，ESPN 使用了 Domo 自定义应用程序来分析经常提到的问题并将其与历史数据进行比较，从而使团队能够提前了解需要关注的地方。
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