Winning service solution for Olympic games event partner.
Streamlined
Support across TicketMaster & On Loncation
Improved
Self-Service Experience & CSAT
Boosted
Agent Satisfaction With Greater Automation
Official Hospitality Partner for the world’s premier sports, music, and lifestyle events.
Media & Entertainment
New York, New York
"I just got off the phone with the customer and they were blown away by your professionalism, expertise and attention to detail."
– Jordan Zelhart, Salesforce Core AE
The Challenge
As the event partner for the upcoming Paris 2024 Olympic Games, OL needed a solution that would streamline the ability for Guest Services to support customers (ticket sales). They also wanted to improve customer satisfaction and self service options, streamline support across TicketMaster (3rd party team) and On Location across multiple added channels and languages, and meet all KPI metrics for support set by both On Location and Olympics committee.
The Solution
Thunder helped Salesforce take On Location from lead to close in only 3 weeks, partnering to implement Service Cloud, Voice and Knowledge. Thunder also guided OL on defining the process and operational model for working with Ticket Master, Olympic committee requirements, and KPIs from end to end.
- Email to Case, Salesforce Knowledge, Help Center / Web Form, Reports & Dashboards, Service Cloud Voice, Omni Channel Routing, Tier Escalations, and Case Management
- Amplify (Managed Services) for continued value
Products Used
- Service Cloud
- Salesforce Voice
- Amazon Connect
- Knowledge