Case Study Upland InGenius Measures “Hustle” for the Ottawa Sports and Entertainment Group INDUSTRY The Ottawa Sports and Entertainment Entertainment Group (OSEG)

COMPANY wanted to bring their call data Ottawa Sports and into Salesforce for their ticket Entertainment Group Ottawa, Ontario sales and marketing team with www.tdplace.ca computer telephony integration (CTI). InGenius quickly and easily KEY IMPACTS adapted to fit specific workflows • Data from inbound calls is auto-populated in the for OSEG. By auto-populating CRM data from inbound calls, reps were • Decreased call handle able to decrease call handle time time without sacrificing quality without sacrificing quality. InGenius • Accurate metric workflow integrations eliminated reporting for rep evaluations the cost, risk and effort needed for Upland InGenius to align with the team’s specific business processes.

2 OSEG identified the need for an easy to use CTI solution that would tie call data into their Salesforce CRM.

The Challenge More than most organizations, the Ottawa Sports and Entertainment Group knows “It was awesome to that big wins come from “hustling”. That’s work with the InGenius why hustle is important for their employees Customer Solutions team. on and off the field. The management team recognized that successfully measuring I communicated how we hustle using hard data was the only way to needed the software to accurately gauge team performance, and adapt to our specific coach them to success. business needs, and OSEG identified the need for an easy to InGenius made it happen.” use CTI solution that would tie call data into their Salesforce CRM. Only with this – Warren Reed solution would they be able to collect, Business Intelligence & CRM analyze and report on success metrics for Specialist, Ottawa Sports and their sales and service teams. Entertainment Group

Background The Ottawa Sports and Entertainment Group is an organization focused on managing sports teams and entertainment venues in Canada’s capital. OSEG owns and operates the Ottawa REDBLACKS (CFL) and the Ottawa 67’s (OHL). In partnership with the City of Ottawa, OSEG transformed Lansdowne Park into Ottawa’s “jewel by the Rideau Canal”. The OSEG ticket sales and marketing team is tasked with managing ticket sales for the REDBLACKS, Fury FC and the 67’s, as well as event sales for concerts and parking. The team also works to bring events to Lansdowne that will benefit its restaurants and other shops. 3 InGenius has made it easy for OSEG to adopt Salesforce as the “single pane of glass”

The Upland InGenius Solution that weren’t previously tracked. Company benchmarking performance against data is critical and InGenius helps the established data patterns. We now know The Ottawa Sports and Entertainment organization collect accurate numbers. what’s achievable, and what a highly Group (OSEG) needed a solution to meet productive day looks like.” their needs, but just as important, to get Key Results it up and running quickly. Other computer Visualize Success telephony integration (CTI) vendors Ease of Use were evaluated, but InGenius Connecter The Ottawa Sports and Entertainment With games running for 3 sports teams, Enterprise was selected based on its Group now has hard data for analysis that’s there is no off-season and a lot of weekend ease of configuration and the ease of the automatically populated in Salesforce to hours. Turnover can be high for the typical InGenius onboarding process. effectively measure KPI performance. If a ticket sales role. Fortunately, InGenius is call was over 20 seconds, for example, OSEG “One of the best things about working with so easy to use that adoption is high, and knows the rep connected with a person. InGenius has been the fast case resolution. We management can independently train new Metrics such as call duration and calls per got all of the workflow integrations we asked employees on InGenius. agent are now used to directly judge hustle, for and we got the feedback right away.” InGenius has made it easy for OSEG to and these numbers go directly into the reps’ Upland InGenius worked with OSEG to get adopt Salesforce as the “single pane of evaluations. the software deployed and configured glass” because InGenius puts telephony Managers use this information to based on the needs of the business. directly in the CRM window. Reps can supervise and motivate reps with one- After InGenius trained the trainers, OSEG multitask and have numerous tabs open, on-one coaching sessions. The Salesforce management was able to show reps but InGenius is always there to support reporting dashboard integration makes it how to use the software by themselves. logging and click-to-dial, helping them easy to visualize results, and InGenius data They were up and running with minimal work through their list quickly and optimize has made it easy to see where plans don’t guidance needed. OSEG now had insight performance. reflect reality, so OSEG can plan and adjust on outbound calls per rep, average call “InGenius empowers our management individual and annual targets. handle time and call results – key KPIs team by enabling dashboards for

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