While using a legacy on-premises system and hard desk phones, Brighton & Hove Albion Football Club had little visibility into agent performance, lacked functionality and had no way to enable employees to work remotely. With the help of its partner Kerv, the club implemented the Genesys Cloud™ platform and has been able to bring voice, email and chat together to improve workflow. It has seen massive gains in productivity through the use of email and chat, while better reporting has helped with agent coaching and quality assurance.
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30-minute daily productivity savings per agent
Chat successfully launched, a first for Premier League clubs
Better reporting and quality assurance
Personal development and staff morale both improved
4,500 phone calls made to vulnerable supporters over three months
£371,000 raised for local charities by players, directors and supporters
I think our biggest achievement really has been improving the workflow for the agents. We’ve brought email, webchat and voice all together into one system.
— Brian Kearney, Digital Systems Project Manager, Brighton & Hove Albion Football Club
Brighton & Hove Albion Football Club plays in the elite English Premier League in front of sellout crowds of more than 30,000 at its state-of-the-art American Express Community Stadium. The club’s support services team has five full-time agents and up to 20 flex employees. They work alongside a mail-order retail team, a commercial team looking after sponsorship and hospitality inquiries, and Albion in the Community, a charitable arm that also serves customer calls regarding soccer courses.
