For sports clubs and governing bodies
Supporters for life. Every moment of it matters.
A child’s first match, a cup final, a stadium tour with the grandchildren. Each is a moment a supporter remembers. For the club, thousands of them come at once.
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What we do
A season ticket needs renewing, a ballot has closed, someone wants a message on the big screen, and a fixture has been postponed. Each needs answering to your rules, often in the same week.
Which parts we take on is up to you
It could be your supporters’ questions, in the hours your own office is closed. It could be the renewal window, ballots checked against your rules, your access register, or the orders and transfers you want checked for touts.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
What a supporter asks depends on how they’re tied to the club, from a seat held for decades to a first visit.
Season-ticket holders and members
All season, and most of all in the renewal window
- Renewing, and moving to a different seat
- When does the members’ window open?
- How many points do I need for this one?
- Tickets and travel for an away game, where you run it
- The match was postponed. What happens to my ticket?
- I can’t make it. Can someone else use my seat?
General-sale and first-time supporters
Whenever tickets reach general sale
- How do I get a ticket at all?
- It says sold out. Will more come back?
- Do I need a membership to buy?
- Bringing the children for the first time
- Where should visiting supporters sit?
Around the match
Before, on and after match day
- A message on the big screen for a birthday
- Booking a stadium tour or the museum
- A hospitality package for clients
- Hiring a room for an event on a non-match day
- An order from the club shop
- Something left behind at the ground
What we’d take on
All season, and in between.
Each is its own piece of work, done in your club’s name and in your own ticketing system.
Supporters answered, match after match.
Ticket questions, digital tickets that won’t load and match-day questions answered from your own notes, in your name and in your ticketing system.
- Tickets not received, or not loading
- Getting to the ground, and what to bring
- Postponed and rearranged fixtures
- Complaints after the game, taken in full
Digital tickets · The morning of the match
“My ticket isn’t showing in the app”
- Supporter found from their account details
- Ticket reissued, as your process allows
- Shown how to add it to their phone
Reissued, and noted on the account
Renewed, moved and kept up to date.
Renewals worked through while the window is open, seat moves made where your rules allow, and supporters reminded before the deadline.
- Renewals and seat moves
- Reminders before the deadline
- Points and priority questions
- Members’ cards and benefits
Renewal window · A season-ticket holder
Two seats to move along, to sit with family
- Both seats checked as free in your system
- Moved, as your rules on seat moves allow
- Renewal confirmed, with the new seats shown
On the account before the window closes
Applications checked against your rules.
Entries for ballots and allocations checked against the rules you set, the successful supporters told, and questions about who qualifies answered.
- Ballot entries checked
- Points and qualification questions
- Successful supporters told
- Your rules applied, never changed
Ballot · A cup final
Two entries from the same household
- Checked against your rule of one entry per member
- Flagged
- Both entries passed to you, as your rules ask
- The supporter told when the results come out
With you to decide
Access, following your own scheme.
Applications to your access scheme taken and kept up to date, companion tickets added, and supporters helped to the right places, asking only for what your scheme needs.
- Applications to your access register
- Companion tickets
- Accessible seating and facilities
- Details kept only in your own system
Access scheme · A new application
A wheelchair user’s first season ticket
- Applied for as your scheme asks
- Wheelchair and companion places offered from your plan
- Paid through your secure link, so no card details on the call
On the access register, ready for match day
Abuse and touts, passed back for your decision.
Comments on your channels watched for abuse and discrimination, and orders and transfers checked against your rules on resale. Each is passed to you with the evidence, and bans, sanctions and reports to the police are always yours.
- Comments watched for abuse and discrimination
- Each one recorded before it can be deleted
- Suspect orders and transfers checked
- Decisions, reports and appeals left with you
Social channels · Comments under a post
Discriminatory comments under the post-match video
- Hidden, to your rules for your channels
- Each recorded with the account, the link and the time
- Passed to you
- Ready to report, if you decide to
With your team to decide
Tours, hospitality and match-day requests.
Stadium tours and museum visits booked, hospitality and venue-hire enquiries taken in full for your sales team, match-day requests handled to your rules, and the shop where you run it yourselves.
- Tours and museum visits
- Hospitality and venue hire, ready for your sales team
- Big-screen messages and mascot requests
- Shop orders, where the shop is yours
Match-day request
A big-screen message for an engagement on Saturday
- Checked against your rules and deadline
- The wording and photo taken
- Passed to your match-day team, and the supporter told
Confirmed for Saturday
Beyond the ticket office
And the things you hadn’t thought to ask for.
You may have come about the renewal window or match days. These are the other things we could run, set up or plan with you.
- We set it up
One set of answers for each fixture
Start times, gate times, travel and what can be brought in, written down once for each fixture so that every channel says the same.
Processes and knowledge base - We set it up
What supporters ask, fixture by fixture
Each conversation recorded by what it was really about, so you can see what the next release, reminder or match-day email should say.
Reporting - We set it up
“What time do the gates open?”, at any hour
An AI assistant for the routine questions, answering from notes you’ve approved and handing everything else to a person.
AI for customer service - We run it
A line ready for a postponed match
If your own team answers your supporters, a standby line can be set up and tested with you in advance, with the wording agreed, ready to take the overflow on the day.
Dedicated helplines - We run it
Supporters in their own language
For competitions abroad and supporters who travel from other countries, their questions answered in their own language.
Where we work - We plan it with you
Ready for the renewal window
How supporter services should be organised across the season, and what to have in place before renewals and the big releases.
Consultancy
How a match is sold
One match, sold in stages.
Every match goes on sale in stages, each open to a different group of supporters under its own rules. This is how one might go, and what each stage brings. Your own stages, and the rules for each, are yours.
One match, from the first window to the day after
An illustration
1Season-ticket holders
Their own seat, and the first chance at more
“Can I get a ticket for my son, next to me?”
Added beside them where the seat is free, before the next window opens
2Members
Priority, often by points or past matches
“I’m a member. Why can’t I buy yet?”
Shown that this week is the points window, and when theirs opens
3The away allocation
Where your sport has one, sold to your own supporters
“How many points do I need for the away game?”
Answered from your rules for that match, with the travel you run
4General sale
Anyone, for whatever is left
“It says sold out. Will any more come back?”
Told about your ticket exchange, where you run one
5Match day
Everyone with a ticket
“My ticket won’t load, and we’re at the gate.”
Reissued to their account, as your process allows
6The day after
Anyone with something to put right
“I couldn’t see a thing from my seat.”
Taken in full and passed to you, with the seat and the match
Then the next fixture opens, and it starts again.
The team behind it.
Supporters deal with your club throughout. The team works in your club’s name, in your systems and to your rules.
Employed and led by us
Trained on your club, your ticketing rules and your access scheme before they answer a supporter. Each team has a team lead whose job is coaching.
How we workWhere your work is done
The Philippines, Portugal or Ireland. The hours, the languages your supporters speak and the kind of work decide which, and we agree it with you first.
Where we workSupporters’ details
Named logins, access only to what the work needs, and one client’s information never visible to another client’s team.
Security and data protection
Questions, answered.
The things sports clubs and governing bodies are likely to ask first.
What kind of work can you help us with?
It could be your supporters’ questions, season tickets and memberships, ballots and allocations, your access scheme, checks for touts and abuse, or tours, hospitality and match-day requests. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Would you run our supporter services, or work alongside our own team?
Whichever suits the club. The team can run your supporter services in full, in your club’s name, or work alongside your own people, taking the hours they aren’t working, the renewal window and the big releases, or a kind of work such as ballots or the access register. How the work is shared is settled with you and written down.
Who decides bans, sanctions and ballot rules?
You do, always. The team applies the rules you’ve written down and brings you anything they don’t cover, with the evidence. Decisions on bans and sanctions, and any appeal, stay with your own people, as do safety, security and safeguarding.
Can you cover match days, evenings and the renewal window?
Yes. Those dates are known in advance, so the cover is planned with you ahead of time, and everyone covering them is trained on your rules before they start. How much cover you keep through the quieter weeks is yours to decide.
What happens when a match is postponed?
Once you’ve announced it, the team answers in the wording you’ve approved and works through refunds and exchanges to your policy. If the team already answers your supporters, it does that on the usual line, with extra cover planned with you for days like this. If not, a standby line can be set up and tested with you in advance, ready for the day it happens.
Will the team work in our ticketing and supporter systems?
Yes. That might be your ticketing system, your supporter database and a helpdesk beside them. The team works in whatever you run on. Each person needs a login of their own in each, which is yours to give, because we don’t work from a shared password.
How do you look after supporters with access needs?
Following your own access scheme. The team asks only for what your scheme needs, keeps it only in your own system, and passes anything the scheme doesn’t cover to your access team.
How does the team learn our club and our rules?
Through training, before anyone answers a supporter. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves. New fixtures, releases and rules are trained in as they’re announced.How we work
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work sports clubs and governing bodies are most likely to need, not everything we do. If the work follows a process and happens on the phone, in an inbox, on your social channels or in your systems, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
More for travel and hospitality businesses.
- Travel, hospitality and leisureThe whole group, from hotels to box offices.
- Content moderationComments and posts on your channels checked against your rules.
- Seasonal and peak coverExtra people for the renewal window and the big releases, planned ahead.
- All industriesThe other kinds of business we work with.
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
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