Case Study: Detroit Lions achieve seamless fan communications and remote-ready contact center with RingCentral

Detroit Lions - Customer Case Study

The Detroit Lions, a long-standing NFL franchise (founded 1930, ~400 employees, Allen Park, MI), needed to modernize fan-facing communications. Their legacy systems didn’t integrate with the CRM, struggled with call routing and queues, relied on a few shared conference bridges, and required multiple bolt-on vendors—making it hard to deliver personalized, reliable customer service at scale.

The team implemented RingCentral Contact Center and a unified cloud communications platform for phone, contact center, conferencing, video, and messaging, which brought CRM pop-ups, direct call routing, and easy outbound dialing. The results: 97% of inbound calls answered, 2,800 “Holiday Wishes” outbound calls completed, 100% of agents working in real time during the full remote transition, seamless support for the virtual 2020 NFL Draft, and lasting hybrid-work flexibility the organization now recommends league-wide.

Detroit Lions

Steve Lancaster

Director of IT