Leaders
Dallmeier

Business Directory

Browse the Directory

Sign Up to the Directory

FC Business Twitter
FC business Linked in
FC Business facebook
FC Business Youtube

TALENT Takes the Pain Out of Complaint Management Reporting for Leeds United

Fri 12th Apr 2013 | IT & Technology

Following the recently introduced Government Select Committee’s compulsory regulation for Season 2012/13, where it outlined that each Club in the Premier League and Football League would be required to designate a ‘Supporter Liaison Officer’ (SLO), end of season reports will soon be due, reporting back on complaint statistics across the club. 

Managing the complaints procedure for clubs is a key part of the SLO role and Leeds United Football Club (FC) has streamlined the administration of this procedure by introducing complaints analysis reports. TALENT Sport’s in-built CRM features allow clubs to easily log and monitor progress to resolution and produce the necessary reports, all in accordance with the new regulation, to the Football League on any customer complaints, cutting administration and saving the club time as a result.  

The SLO is charged with producing a Customer Charter which outlined complaint procedures, from how to make a complaint through to setting expectation as to when a response can be expected. At Leeds United, the new SLO worked with the TALENT Sport team to develop a set of reports allowing analysis by match(es), department(s) and also method of resolution which would then be used for end of season reporting as well as a tool for the ongoing management of any supporter complaints.

“The new requirement made us review how we could not just meet the terms of the new regulation but do so in a way, whereby the accountability of the clubs staff to deal with complaints/enquiries could be monitored,” said Shaun Harvey Chief Executive at Leeds United FC.

“The majority of complaints relate to one aspect or another of the matchday experience, so linking into the ticketing database was imperative and TALENT facilitated that with us. Our fans have benefited from this enhancement by an improved and consistent service. We can now identify trends of complaints and look to prevent them rather than react to them, which makes us more efficient. We have also managed to identify one or two serial complainers that has helped us prioritise the order in which we deal with matters.”

Rob Such, TALENT Sport product manager at IRIS Ticketing, commented, “Our TALENT Sport system is sometimes perceived to just be helping clubs manage ticket sales efficiently. Whilst this an important aspect of the system and a key area of management for clubs, it has broader capabilities including customer relationship management features from which these Support Liaison Officer reports can easily be produced. This helps deliver a great supporter experience and remove administration for clubs so they can get on with  running their football business,”

The Support Liaison Officer reports can be tailored to report back on all aspects of the complaints management procedure, from tracking the date that the complaint was raised to how it was resolved and if there’s any cost implications. It also highlights supporter membership numbers and details, enabling serial/regular complainers to be identified. These reports produced by the TALENT system ensure any football club can easily become fully compliant with this new regulation when reporting back by the end of the season.

 

Posted by: Aaron Gourley

Subscribe to our newsletter

 

RETURN TO LATEST NEWS SECTION

SUBSCRIBE TO THE FCBUSINESS RSS FEED

If you have any football business related news stories you’d like to share then please contact us – agourley@fcbusiness.co.uk

Add to: Google Google | Yahoo Yahoo | Live Live | del.icio.us del.icio | Digg Digg |

Related Articles

Brentford Invest in LED Perimeter Advertising System

Thu 27th Jul 2017 | IT & Technology

Brentford Football Club will transform their historic Griffin Park home with the introduction of a new perimeter LED technology. The system, which will be installed during the international break in...

Manchester City launches SkillCity interactive app

Thu 27th Jul 2017 | IT & Technology

Manchester City has launched SkillCity, presented by Nexen, a new interactive app that will help develop the talents of young players across the US. The City squad is currently in the United States...

Hat trick for Reading Room with the launch of three new football club sites

Tue 25th Jul 2017 | IT & Technology

Stoke City, Middlesbrough and Swansea City football fans can now keep up-to-date with the latest team news following the launch of new websites for all three clubs. Unveiled this month over three...

In Focus: ChyronHego: Global Leader in Sport Performance Technology

Fri 21st Jul 2017 | IT & Technology

ChyronHego has an unparalleled client list with league-wide deals across the biggest leagues in world football. They are the chosen supplier for both of UEFA’s flagship club competitions -...