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Customer/Fan Services & Relationship

Bounded Context

Fan and customer profiles, loyalty programmes, support cases, and multi-channel engagement through web, mobile, and social.

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flowchart TB

subgraph "Customer/Fan Services & Relationship"
        FAN_PROFILE[Fan Profile]
        CUSTOMER_PROFILE[Customer Profile]
        LOYALTY_POINTS[Loyalty Points]
        ACHIEVEMENT[Achievement]
        SUPPORT_CASE[Support Case]
        PUSH_NOTIFICATION[Push Notification]
        WEBSITE[Website]
        MOBILE_APP[Mobile App]
        SOCIAL_MEDIA_CHANNEL[Social Media Channel]
    end

    FAN_PROFILE --> |linked to| CUSTOMER_PROFILE
    FAN_PROFILE --> |earns| LOYALTY_POINTS
    FAN_PROFILE --> |unlocks| ACHIEVEMENT
    FAN_PROFILE --> |receives| PUSH_NOTIFICATION
    CUSTOMER_PROFILE --> |raises| SUPPORT_CASE
    WEBSITE --> |serves| FAN_PROFILE
    MOBILE_APP --> |engages| FAN_PROFILE

    subgraph "Gameday Match/Event<br/>Delivery"
        TICKET[Ticket]
    end

    subgraph "Marketing & Sales"
        MARKETING_CAMPAIGN[Marketing Campaign]
    end

    subgraph "Product Delivery &<br/>Material Management"
        ORDER[Order]
    end

    CUSTOMER_PROFILE --> |purchases| TICKET
    CUSTOMER_PROFILE --> |places| ORDER
    FAN_PROFILE --> |purchases| TICKET
    MARKETING_CAMPAIGN --> |targets| FAN_PROFILE

Key Data Entities

Entity Referenced by
Achievement Fan Engagement Platform
Customer Profile Azure AI Foundry, Cashless Payment, Data Platform, Fan Engagement Platform, Marketing Platform, Salesforce CRM, Ticketing Platform, Web Store
Fan Profile Fan Engagement Platform, Marketing Platform
Loyalty Points Fan Engagement Platform
Mobile App Fan Engagement Platform
Push Notification Fan Engagement Platform
Social Media Channel Fan Engagement Platform
Support Case Salesforce CRM
Website Fan Engagement Platform

Business Capabilities

Fan Engagement Platform

  • Manage loyalty points earned from ticket purchases and merchandise
  • Send targeted push notifications for match day and promotions
  • Provide gamification challenges and achievement badges
  • Deliver exclusive video content and behind-the-scenes access
  • Track fan engagement metrics and sentiment
  • Manage club website content and fan-facing digital presence
  • Coordinate social media channels and community engagement
  • Manage mobile app features and fan experience
  • Handle fan complaints and questions through digital channels

Salesforce CRM

  • Manage fan and customer profiles across all touchpoints
  • Track sponsor and partner relationship lifecycle
  • Handle fan complaints and support tickets
  • Provide 360-degree customer view for sales and marketing teams
  • Manage B2B sales pipeline and opportunities
  • Track customer and corporate account relationships