.png){kind=small}
How CSL Used Agentforce to Cut Fan Response Times 80% Across 24M Fan Profiles
Cloud Science Labs unified fan engagement with Agentforce, Data 360, Service Cloud, Einstein AI, CRM Analytics, and Marketing Cloud for a global motorsports organization.
About The Project:
Cloud Science Labs deployed Agentforce, Data 360, Service Cloud, Einstein AI, CRM Analytics & Marketing Cloud for a global motorsports organization has grown its global fanbase to over 24 million registered fans, with over 100 data sources generating fan information across ticketing, app usage, streaming, merchandise, and partner programmes. The outcome Fan service response times improved by 80%, and 95% of cases are now resolved on the first contact. 24 million fan profiles are unified from 100+ data sources, enabling personalised experiences across every digital and physical touchpoint.
Industry:
Sports & Entertainment
Project:
Agentforce Powered Transformation for Sports & Entertainment
About the Client:
A global motorsports organization has grown its global fanbase to over 24 million registered fans, with over 100 data sources generating fan information across ticketing, app usage, streaming, merchandise, and partner programmes.
The Challenge
A global motorsports organization has grown its global fanbase to over 24 million registered fans, with over 100 data sources generating fan information across ticketing, app usage, streaming, merchandise, and partner programmes. The organisation struggled to unify this fragmented data to deliver personalised fan service and experiences. Fan support inquiries from login issues to streaming problems required too many steps to resolve, and response times were too slow for a premium sporting experience.
The Agentforce Solution
Cloud Science Labs (CSL) designed and delivered the Agentforce solution:
Data 360 unified 100+ fan data sources into real-time, 360-degree fan profiles. Agentforce handles routine fan support issues including login, streaming, and account queries while Einstein AI drafts brand-voice responses for human agents on complex cases. The unified fan profile powers personalised recommendations, targeted marketing, and real-time analytics for broadcast and commercial teams. CRM Analytics provides real-time insights that enrich commentary and fan engagement.
Technology used: Agentforce, Data 360, Service Cloud, Einstein AI, CRM Analytics & Marketing Cloud.
The Result
Fan service response times improved by 80%, and 95% of cases are now resolved on the first contact.
24 million fan profiles are unified from 100+ data sources, enabling personalised experiences across every digital and physical touchpoint.
Real-time fan analytics now power both commercial decision-making and broadcast storytelling.
Quick Answers
Can Agentforce work for a sports & entertainment business? Yes. CSL deployed Agentforce, Data 360, Service Cloud, Einstein AI, CRM Analytics & Marketing Cloud for a global motorsports organization has grown its global fanbase to over 24 million registered fans, with over 100 data sources generating fan information across ticketing, app usage, streaming, merchandise, and partner programmes.
What results can Agentforce realistically deliver? Fan service response times improved by 80%, and 95% of cases are now resolved on the first contact.
Which Salesforce technologies does this solution use? Agentforce, Data 360, Service Cloud, Einstein AI, CRM Analytics & Marketing Cloud.
Ready to Do the Same?
If this challenge sounds familiar in your business, Cloud Science Labs can help you achieve similar results with Agentforce.
Book a free Agentforce assessment digital@cloudsciencelabs.com