Background
Over recent years, there has been a significant increase in the demand from Manchester United supporters wanting to purchase tickets and manage their accounts online. This combined with the need for a more holistic approach to digital support functionality across a variety of the club’s online platforms, has led to Manchester United heavily investing in this area.
Challenges
In response to Covid-19, like many businesses, Manchester United had to accelerate digital transformation. Recognizing that supporters have varying levels of digital experience and capabilities, there was a need to provide better online support to fans.
- Replacing ticketing platform
- Moving to digital ticketing & virtual fulfilment
- Enabling online self-service
Solution
TeamViewer has allowed Manchester United to provide a vastly improved supporter experience, allowing a better understanding of online supporter service requests, enabling to directly guide a customer through their ticketing purchase as if they were in the same room.
Aside from the significant supporter-experience benefits, TeamViewer provides business critical functionality. Full reporting is readily available within the software, it can be easily downloaded to review usage of the tool across the team on any given day. This helps identify UX and technology improvements, together with patterns of demand to help manage resource allocation for busier times, such as on the run up to a match.
Sam Kelleher Head of Ticketing & Memberships
“An advantage to the TeamViewer software is that it’s quick and easy to implement, customizable to match with our website and easy to use.”
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