Case Study: Madison Square Garden achieves 31% increase in closed-won opportunities with ExecVision

Multi-Line Sports & Entertainment Company Sees 31% Lift in Closed-Won Opportunities With ExecVision

Madison Square Garden (MSG) needed to create consistency and accountability across its ticketing and hospitality sales teams but found existing call-recording tools made coaching cumbersome and provided no visibility into calls or manager activity. To solve this, MSG engaged ExecVision and integrated it with DialSource to bring structured coaching and call intelligence to their sales process.

ExecVision implemented behavior-based scorecards, a skills heat map, manager coaching training, and call libraries of best-practice recordings (with coaching guidelines like capping skills coached per session). Within 100 days ExecVision helped MSG build a transparent coaching culture and drove measurable impact: a 31% increase in closed-won opportunities, 90% of reps listening to calls weekly (7,000+ calls played), a 25% month-over-month increase in scorecards completed, and 2,250+ comments left on calls.

Madison Square Garden

John Abbamondi

EVP, Ticketing, Suites & Hospitality