Case Study: Pacers Sports & Entertainment achieves 20% higher email engagement and personalized fan experiences with Salesforce Marketing Cloud

Pacers Sports & Entertainment uses digital to champion its global NBA brand

Pacers Sports & Entertainment (PS&E), owner of the Indiana Pacers and several related teams and venues, faced the challenge of delivering a personalized, real-time fan experience for millions of followers around the globe. With NBA viewership spanning 200+ countries and an audience far larger than arena capacity, PS&E needed to replace manual, fragmented marketing processes and unify fan data to create the “Ultimate Indiana Pacers Fan Experience.”

PS&E implemented Salesforce (Marketing Cloud, Service Cloud, Einstein Analytics) plus Journey Builder, Audience/Social/Ad Studios and MuleSoft to automate segmentation, deliver personalized multi-channel journeys, and enable real-time service at games. The result: a 20% lift in email engagement, faster campaign turnaround, growth in loyalist fans and fewer dormant accounts, plus integrated ticket and behavioral data to drive smarter, more timely fan interactions.

Pacers Sports and Entertainment

Derek Throneburg

VP of Customer Insight and Engagement