LA Clippers

The Clippers had made real strides in recent years, but still faced the challenges of competing in the world's most competitive sports market. CRM had historically been hard for staff to adopt — treated as extra work rather than something that actually helped — leaving information scattered across scraps of paper and inconsistent processes that made progress difficult to track.

Data lived in multiple disconnected locations, with no reliable way to surface it meaningfully to the different groups who each needed it — owners, senior management, sales and operations staff. At its peak, the organisation relied on over 100 separate systems just to cover its range of day-to-day tasks.

EngageRM gave the Clippers a single home for all of that information, with full visibility across the organisation — a change that proved especially valuable when COVID-related layoffs elsewhere in the industry caused other teams to lose considerable institutional knowledge overnight. With sales scripts embedded directly into the CRM, staff now follow consistent, proven processes on every call, while AI-enabled Conversation Intelligence tracks adherence to the script, surfaces customer insight, and supports ongoing sales coaching.

Despite the disruption and staff reductions caused by COVID, the organisation's productivity has improved, with time-consuming manual processes — membership and partnership rollovers, prospect marketing journeys, capturing information from emails and appointments — now running automatically. Nearly all of the platform's functionality works out of the box, keeping it repeatable while still flexing as the Clippers' needs evolve, including through the club's acquisition of the LA Forum and the build of the new Intuit Dome, due to open in 2024.

The result is what the Clippers call "frictionless fan engagement" — giving staff the right information at the right time so they can be genuinely agile with fans, rather than making dozens of calls to piece together what a single customer actually needs. With the technology now in place to match its ambitions off the court, the Clippers see EngageRM as core to delivering their ambitions on it too.