Case Study: The Football Association (FA) achieves 1,150% membership growth and a thriving social community with Verint Systems' Community platform

How the FA built a modern, digital community for engagement and collaboration, uniting everyone – from grassroots football to the professional game

The Football Association (FA), England’s governing body for football, needed a modern online hub to connect staff, coaches, referees, county associations and fans. Its legacy community platform was costly, inflexible, lacked automated moderation and integrations, and made the FA adapt processes to the tool rather than the other way around — so the FA sought a flexible, secure community with self-help resources and social self-service to boost engagement and collaboration.

The FA standardized on Verint Community to deliver forums, articles, podcasts, groups and integrated moderation (including Internet Watch Foundation protection), all managed by a single community officer. In 18 months the England Football Community achieved a 57% and rising Hotjar NPS, a 1,150% increase in membership since January 2021, 60,000 user interactions, more than 1 million page views, 20,000 content items and 195 groups.

The Football Association (FA)

Tim Bamber

Social Community Officer