Case Study: Professional Sports League improves fan support and cuts costs with Harte Hanks and Oracle CX

Professional Sports League Upgrades Support Team, Technology

a professional sports league faced challenges with its customer support for game streaming, using outdated technologies that prevented consistent service and effective reporting. Harte Hanks was engaged to help upgrade their support team and technology.

Harte Hanks implemented the Oracle CX platform to centralize customer management across multiple channels. The solution included real-time reporting, a full agent training program, and flexible staffing. This resulted in a 22% shift from phone contacts to lower-cost channels, a significant increase in knowledgebase usage, and the ability to resolve customer issues faster.