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

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