59 Cleveland Guardians can now focus on its team and fans, rather than outdated technology The solution integrated with the Guardians’ existing Microsoft Teams and Dynamics 365 environment, with deployment requiring less than five hours of IT oversight. Training time was minimal and user adoption was fast. By choosing a cloud-based solution fully managed by TTx and Intermedia, Cleveland Guardians has significantly reduced the constraints and risks associated with its legacy infrastructure. The impact on IT resources has been substantial: Cleveland Guardians is saving 20 to 30 hours of IT time per week, freeing the team to focus on innovation rather than infrastructure management. Fan engagement and customer service have both improved significantly. Intelligent call routing ensures fans quickly connect with the right ticketing or service representative and the system scales effortlessly to handle seasonal workforce fluctuations, such as during Spring Training, playoffs and peak game-day surges. The combination of customer relationship management (CRM) synchronisation, screen-pops and AI-powered analytics provides real-time insights into fan interactions, allowing for more personalised service and helping the team continually optimise the fan experience. Communication has become more reliable too, boosting productivity across the organisation. Team members can now work from anywhere – whether that’s from home, the ballpark or on the road – with reliable access to the communications tools they need. The mobile app’s expanded capabilities have led to increased adoption among management and staff, and contact centre agents now experience crystal-clear call quality. Following the success of the contact centre transformation, Cleveland Guardians is now rolling out Maven Cloud for its broader unified communications needs. This next phase will unify business phone, team messaging, video conferencing and collaboration tools – all in a single platform. By replacing fragmented systems with one cloud-based solution, Cleveland Guardians is creating a more connected, efficient organisation, ensuring seamless communication across coaches, front-office personnel and mobile staff, not to mention the fans. “We trusted TTx to bring us the best solution, and they delivered,” Kuszmaul says. “With Maven Cloud, we have a reliable system that lets us focus on our team and our fans, not outdated technology.”
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