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SAN DIEGO PADRES™

The Padres™ noticed a new era of technology shaping its fan experience and a need to communicate with customers in a personalized way on the platforms of their choice. In addition, they needed the flexibility to scale quickly and the agility to respond to changing requirements on the fly.

Evaluating their current infrastructure and future needs, the Padres sought to replace its existing system and limit onsite equipment and maintenance. They evaluated several vendors before ultimately choosing Mitel, with Ray Chan, Vice President of Information Technology, citing Mitel’s expertise in providing the best path to the cloud as a major factor in his decision.

Major League Baseball trademarks and copyrights are used with permission of MLB Advanced Media, L.P. All rights reserved.

    Goals
    • Critical need for mobility to keep various locations and travelling employees connected
    • Changing fan experience with new standards for communicating with customers
    • Technical requirements, such as the ability to scale quickly and unexpectedly, in order to host the 2016 All-Star Game
    Results
    • Support for digital and mobile-first fan needs
    • Enhanced mobility to keep staff connected across disparate locations with flexible, feature-rich collaboration tools 
    • Advanced communications services to enable Petco Park to host the 2016 Major League Baseball All-Star Game 

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"Mitel’s cloud solution gives us all the bells and whistles without having to maintain the infrastructure onsite. The enterprise mobility aspect is equally important because it opens up a different avenue of communications that can allow our business to operate more efficiently and successfully." Ray Chan, Vice President of IT Padres™

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My name is Ray Chan, Head of Technology for the San Diego Padres. We are a Major League Baseball club that's hosting the 2016 All-Star game. So today's mobile customer really changed our customer experience here at the ballpark. This new generation of millennials really expect to stay connected in any venue, in any place. And we really need to meet that expectation by providing them a platform that they can communicate on, not just on a voice level, but on a messaging level as well. We integrated our CRM system into our contact center. This allowed our agents to have all customer information right there at their fingertips, which improves the customer experience, because now it's a little bit more personalized. Identifying who your customer is, they get the same agent each and every time. And just better, really just raises the bar in the fan experience.

Here at the Padres, our mobile workforce consists of scouts as well as our personnel out in the Dominican Republic and out in our spring training facility out in Peoria, Arizona. Being able to leverage what we already had, which was a lot of mobile phones, being able to stay connected with all of our employees, no matter where they're at throughout the world in this case - that was really a big piece that we were looking at, the mobility piece. Since implementing mobile collaboration, our road warriors now have the same consistent experience across all devices. Whether they're on the road or in the office, it's one in the same.

What stood apart from the rest, what Mitel did was, the fact that they'd been in this space for some time now, they knew the cloud. That was really what was important to me and Mitel being in the business for as long as they have and the product offering, and the features, the soft phones, the CRM integration, all of that was just a perfect fit for this organization. Since moving to the cloud, we're saving $60,000 a year by not having to maintain the old phone system anymore. It's really given us the agility to make changes on the fly. This will be instrumental in hosting the All-Star Game, because we can easily expand our communications across the ballpark in seconds, and guarantee a seamless experience.

I would probably say that the San Diego Padres are probably that first team that's going all in, into the cloud.

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