CASE STUDY

How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic

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This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more.

In the downloadable case study, discover how we:

  • Pivoted to 100% remote recruiting, onboarding, and training
  • Launched on-time despite major challenges of the pandemic
  • Received positive feedback from the client and their members immediately upon launch

 

The Challenge: The organization’s support solution had not kept pace with changing dynamics in the membership experience nor the changing demographics of the sport and its passionate players and fans. Their relatively small program had been outsourced to a multinational provider for two decades. Eventually, that service lacked passion, was overly transactional, and presented contradictory and confusing reporting.

 

The Solution: Our solution was contingent on establishing a clear view of what success would look like for our new client and a carefully crafted Statement of Work.

 

The Unexpected Complication: COVID-19. Need we say more?

 

The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!)

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Don’t take our word for it

 

A quick word from an existing client

 

I’ve worked with dozens of contact center partners throughout the course of my career. They all say the same thing. They all say their agents will fully adopt my brand. They all say it. Blue Ocean is the only company I’ve seen where they actually do it.”

 

VP, Cloud Operations for the World-Leader in Data Intelligence