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San Jose Sharks Sports & Entertainment | NA SAP Customer Data Platform SAP Customer Data Cloud SAP Emarsys | SAP Sales Cloud
Sports & Entertainment
As the parent company to the NHL’s San Jose Sharks and AHL’s San Jose Barracuda as well as the operator of SAP Center, TechCU Arena, and multiple recreational ice rinks, Sharks Sports & Entertainment manages several businesses in one.
From 71% to 87% Increase in Season Pass renewals 75 – 80% Increase In email open rates +26% Engagement Rates on emails
Headquarters United States
Products Professional sports team
Web Site
nhl.com/sharks
Business Challenges • Delivering experiences at every touchpoint is a requirement, and the organization needed digital technology that allows them to really connect with people at scale. • All of these different businesses are working on different systems, and bringing that data together to see what a customer is doing across all of our business units is a huge challenge. Customer Benefits • Customer Data Platform creates a unified customer view, better known as the ‘golden record’. Using segmentation, audience building within SAP Customer Data Platform, they are able to bring all of these different data sources together to really understand their customers. • The organization saw entirely different numbers year over year, and it’s attributed to the ability to segment based on the data coming in from the CX system. • The information collected from these different data sources can be overwhelming. The SAP CX AI toolkit is an exciting new solution with several use cases to experiment with, starting with the Intelligent Q&A. SAP's Intelligent Toolkit provides information as a point of service to the customer.
“SAP's long-term partnership based on a shared vision supports us in co-innovating our business processes, both fan-facing and back office."
Jonathan Becher President Sharks Sports & Entertainment (SSE)
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