Case Study: ESPN achieves real-time issue detection and improved support efficiency with Domo

Winning and retaining customers by spotting and resolving service quality issues

ESPN, a global leader in multimedia sports entertainment, faced a growing challenge: quickly spotting and resolving service- and access-related issues across a complex network of distribution partners and multiple support channels. Manual, lagging reports and limited visibility made it hard to identify which services were affected, engage partners on quality problems, and confidently add new web, phone, and text support options without increasing risk of subscriber churn.

By adopting Domo, ESPN moved from weekly or monthly summaries to real-time dashboards and shareable reports, eliminating manual Excel/PowerPoint work. Domo’s tools and a custom app for tracking frequently mentioned issues against historical data enabled instant answers for executives, faster detection of emerging problems, improved partner collaboration, and measurable gains in support process efficiency and customer care responsiveness.

ESPN

Douglas Kramon

Senior Director of Fan Support & Customer Care