Solgari Client Stories
Delivering a fan experience to match world-class events
Led by renowned entrepreneur and co-founder of The Home Depot, Arthur M. Blank, AMB Sports & Entertainment (AMBSE) delivers world-class events at the busiest stadium in the United States, the Mercedes-Benz Stadium in Atlanta, Georgia.
About AMB Sports & Entertainment
Led by renowned entrepreneur and co-founder of The Home Depot, Arthur M. Blank, AMB Sports & Entertainment (AMBSE) delivers world-class events at the busiest stadium in the United States, the Mercedes-Benz Stadium in Atlanta, Georgia. This 70,000-seat arena is home to the National Football League’s Atlanta Falcons and Major League Soccer’s Atlanta United. It has also hosted the biggest names in music, from Taylor Swift to Beyoncé and is set to stage matches at the upcoming FIFA World Cup 2026. The team at AMBSE needed a technology partner that could deliver a fan experience to match the quality of events that take place at this world-renowned stadium.
The Challenge
Operating such an iconic venue means not only hosting a huge variety of events, but offering an even greater number of experiences, from family days out to corporate hospitality and suites that rival anywhere in the world. This means the customer service team must be extremely agile, putting pressure on the IT team to provide technology solutions that empower them to deliver a truly personalized service to customers.
Delivering this world-class fan experience brought two key challenges to the team at AMBSE. Firstly, the need for constant innovation to stay ahead in a competitive market, while also ensuring that it had access to customer data in order to leverage new and emerging technologies, including Generative Artificial Intelligence.
A complex IT estate that had grown and developed over many years had caused difficulties in accessing customer data, making it challenging to give agents insights and information that could help not only solve inbound queries, but deliver a white-glove experience to up-sell and cross-sell customers.
Without this data, it was both time consuming and difficult to bring onboard new solutions and meet the increasing demands for customer communications across any channel.
When incumbent technology providers failed to meet the challenge, AMBSE sought a partner that could lead a step change in customer experience.
The Solution
AMBSE’s IT strategy is based around the Microsoft suite, leveraging Microsoft Teams as its collaboration platform and Microsoft Dynamics 365 CRM, in line with other NFL franchises.
Built natively on Azure and available seamlessly within Microsoft Teams and Dynamics 365, Solgari stood out as a partner that could help deliver immediate and lasting value for both the IT and customer experience teams, while supporting continual innovation.
Through the Solgari app, all customer service channels have been delivered pre-integrated into Microsoft Teams, enabling AMBSE to extend the use of its collaboration tool to democratize customer service.
Because of this pre-built functionality, onboarding was completed in a matter of days, giving agents faster access to powerful new customer service capabilities.
By leveraging the Solgari data hub and case management integration with Microsoft Dynamics 365, agents now have a single pane of glass through which they can view all customer interactions and data, making it far easier to deliver an agile, personalized service across the variety of events on offer.
With this golden source of communications data, the AMBSE team are now able to leverage current and emerging Artificial Intelligence capabilities, from transcription, conversation summary, sentiment analysis to real-time language translation, helping deliver a far better experience for fans.
The Benefits
The Solgari application has proved a gamechanger for AMBSE, enabling continual innovation based on the best possible customer data.
By integrating all channels natively within Microsoft Teams, AMBSE is able to engage with customers on their channel of choice, including chatbots and AI agents, which is crucial with such a varied set of experiences and packages on offer. It also means more departments can be connected to the customer service team, ensuring queries can be resolved faster and democratizing the delivery of customer service.
This speed is also crucial for updating both the sales team and customers on sales and promotions. Where once it took weeks or months to launch promotions, this can now be achieved in a matter of minutes, delivering faster value to the organization.
Through this consolidation of channels and customer service into a single pane of glass on the Solgari app for Microsoft Teams, AMBSE is able to deliver a far greater level of customer service. As Dennette Thornton, Director of Ticket Hospitality and Travel Programs, said: “Solgari has helped us improve customer experience because we have more data at our fingertips than we’ve ever had before.”
Importantly, the Solgari application can be accessed from anywhere, meaning agents can work just as productively from home as they can at head office. This means their work-life balance has improved significantly, which aligns with the values of the Arthur Blank Family of Businesses.
As the team looks to stay at the leading edge of innovation, the Solgari application not only brings tangible Artificial Intelligence capabilities, but the potential for wider use cases across its technology stack.
For an organization that prides itself on world-class events, having a partner like Solgari that can deliver a fan experience to match the quality of its events, is nothing short of fundamental.
