Seasiders Plain Sailing with Capital 21
There has been a dramatic sea of change at the home of Blackpool FC with enhanced customer relations - thanks to Capital 21.
The Seasider’s ground has been transformed beyond all recognition during the last couple of years and now it is matched with Capital 21’s telephone call management system.
Fans were unhappy with the Club’s previous telephone call service and had made their feelings well known to Blackpool officials. Capital 21 provided a sophisticated solution, which was simple to introduce and required no capital outlay by the Club or the need to change the Club’s existing phone equipment.
Now the frustration of receiving an engaged tone when you call Blackpool FC is a thing of the past and fans can now listen to regular fixture and ticket updates, while there is also another advertising vehicle in place to promote the Club’s sponsors.
“Whenever you make changes there is always the worry that they are not going to be appreciated but, thankfully, the fans now realise that we have addressed their concerns and we are providing a much better service thanks to Capital 21, explains Geoff Warburton, Blackpool FC’s Commercial Director.
“We were getting letters and e-mails from people complaining about our telephone service, but they couldn’t accept that we’re a small Club with financial restrictions and it is just not possible to have offices full of staff just in case we have a surge of calls. The beauty of this system means we don’t need to deploy extra staff on the phones.”
As well as ensuring that the Club earns regular recurring revenue, Capital 21’s system has had a double impact for the staff as it has dramatically reduced complaints and eased their workload in the same process – without having to retrain on any new phone equipment.
“Now our office staff can get on with their work without having to deal with complaints about the telephones and they know that they are taking calls in the right order,” reveals Geoff Warburton; “There are other benefits such as the fact that it also gives us another advertising vehicle to utilise.
“I was actually surprised how easily it was to change to Capital 21’s system. I expected there would be a lot of downtime but it’s just a simple case of switching it over and away you go.
“We were also pleased to be given the 0870 443 1953 telephone number that reflects our historic FA Cup win in 1953 and creates an extra bond with our fans.
“This system from Capital 21 has been a really big boost to our Club and I certainly wouldn’t go back to how we operated previously. I have already recommended this system to Swindon Town and would have no hesitation recommending it to another football club or ticketing organisation.”
For futher information, please call 0870 787 0490.