Case Study: Cleveland Guardians improve fan service and call center performance with Brightmetrics

Cleveland Indians - Customer Case Study

The Cleveland Guardians, a Major League Baseball team with a large and growing fan base, needed a better way to analyze phone system data for its Fan Services department. Using native reporting alone wasn’t providing the insights needed to set measurable goals, monitor call traffic in real time, or understand long-term trends in customer service operations. Brightmetrics helped the team move beyond basic reporting with its UC Analytics, Enterprise Contact Center Analytics, and Real Time Dashboards.

With Brightmetrics, the Cleveland Guardians built customized dashboards, scheduled reports, and real-time monitoring to improve staffing, track performance, and support employee incentive programs across Fan Services and Ticket Sales. The results were strong: abandon rate dropped from 20% to 7%, average queue time improved from 4:53 to 3:32, and calls presented/answered increased from 76% to 92%. Brightmetrics also helped the team forecast call spikes, respond faster to events, and troubleshoot phone system issues more effectively.

Cleveland Guardians

Estee Arend

Fan Services Coordinator