58 CUSTOMER STORY CLEVELAND GUARDIANS Fan communication becomes a home-field advantage Major League Baseball’s Cleveland Guardians chose Maven Cloud, an AI-powered cloud communications solution from TTx powered by Intermedia that seamlessly integrates with Microsoft Teams – reducing IT complexity while creating faster, smarter and more connected fan experiences Major League Baseball team Cleveland Guardians is committed to delivering an exceptional fan experience, both on and off the field. The team’s contact centre plays a critical role, handling ticketing enquiries, season-ticket services and customer service. However, its legacy on-premises phone system was struggling to keep up. On game days in particular, high call volumes often meant slow response times – and this was a growing source of frustration for fans. Keeping the system operating as it should was stretching resources, with the IT team spending more time maintaining outdated infrastructure than focusing on innovation. At the same time, there was little flexibility for remote work – a major issue during stadium renovations when staff needed reliable access from anywhere. And a lack of data on engagement and service quality only added to the list of challenges, making it difficult for Cleveland Guardians’ staff to measure or optimise the fan experience. It was clear a change was needed. Cleveland Guardians realised it needed a more flexible communications solution – one that could support remote work, reduce IT complexity and provide insights to help deliver an exceptional fan experience. “We needed a system that could keep up with the fast-paced nature of our organisation,” says Whitney Kuszmaul, head of IT for Cleveland Guardians. “The priority was making things simple, scalable and reliable so we could focus on baseball and the fan experience, not managing infrastructure.” Cleveland Guardians turned to TTx, a fullservice IT provider, to source, implement and manage the right communications solution for the organisation. As a longtime IT partner, TTx had a deep understanding of Cleveland Guardians’ unique needs and provided hands-on expertise to guide the transition seamlessly. TTx recommended Maven Cloud, its AI-powered cloud communications solution built on Intermedia’s intelligent communications technology platform, providing voice, video conferencing, messaging, file sharing, contact centre capabilities and more.
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