UNDERSTAND YOUR CUSTOMERS, GROW LOYALTY AND MAXIMISE REVENUES.

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1 UNDERSTAND YOUR CUSTOMERS, GROW LOYALTY AND MAXIMISE REVENUES.

2 ABOUT GREEN 4 SOLUTIONS Customer Relationship Management experts for sport and leisure. Green 4 use knowledge, experience and technologies to help the world s most ambitious sports, leisure and entertainment organisations to understand their customers, grow loyalty and maximise revenues.

3 GO, FOR COMPLETE CUSTOMER RELATIONSHIP MANAGEMENT ABOUT GO BIG DATA MS DYNAMICS Go is the solution to transform your approach to CRM and data, giving you complete control of your venue. Specifically designed for the unique nature of sports, leisure and attractions businesses, Go will help you understand your customers, grow loyalty and maximise revenues through a joined-up approach to technology. The transactional functions of Go, from Ticketing and Merchandise, to F&B and Corporate Sales, feed the exceptional CRM and Customer Loyalty platform. Go is most effective with all it s components working together as a single platform solution. We do however understand this is not always possible and Green 4 has a huge amount of experience integrating Go with other systems. Not only do Green 4 provide leading and innovative technology through Go, but we have the expertise to help you deliver an improved strategy and best practice across your business. The opportunity to embrace big data is amplified by the scaleable nature of Go. The roll up of data from multiple sites into one master solution gives an unparalleled level of power to multi-site attractions operators and sports leagues or federations alike. Customer insight and business intelligence is achieved from an umbrella or individual site level. This insight and data can then be used to deploy targeted communications across your league or company estate. Go is developed using the worldwide market leading Microsoft Dynamics CRM platform, which has given Green 4 a head start when it comes to development. Microsoft Dynamics has a.net platform and SQL server environment, with existing role based security, workflow functionality, reporting services and familiar Microsoft user interface. This allows Green 4 to focus on extending the CRM Driven solution to meet the unique needs of the sports and leisure industries. Go can be deployed as a cloud based solution, or installed on premise. 3

4 THE DEVELOPMENTS IN TICKETING AND CRM WILL HELP US TO MAINTAIN BLACKPOOL PLEASURE BEACH AS NOT ONLY A LEADING UK TOURIST ATTRACTION, BUT ALSO AS AN ORGANISATION WHO PRIDE OURSELVES ON EXCEPTIONAL CUSTOMER RELATIONS AND VISITOR EXPERIENCE. - ROBERT OWEN, MARKETING DIRECTOR, BLACKPOOL PLEASURE BEACH. BLACKPOOL PLEASURE BEACH

5 CRM CUSTOMER RELATIONSHIP MANAGEMENT IT S ALL ABOUT CRM 1 ecommunications CRM is central and pivotal to Go. It s at the heart of the solution and all other modules are designed with CRM in mind. This enables you to gain full control of customer data with a true 360 degree view, which is enhanced by the Go Sports & Leisure specific Data Model. By recognising the significant importance of data, you will be able to use Go to help you understand customer behaviour with actionable insight. You can improve your customer experience, establish a quick ROI and increase long term customer loyalty. Membership Venue Access ecomms Merchandise Ticketing Corporate Sales Loyalty Food & Beverage CRM Customer Portal Targeted, personalised and automated. Go s built in ecommunication tools help to enhance the customer journey by providing personalised communication at every point. Quickly and easily profile and segment your audience for highly targeted campaigns, using workflows to automate timely delivered messages. Our closed-loop environment makes it possible to listen and learn from campaigns, easily measure effectiveness and ROI. Include surveys where the results are written back to the CRM contact, giving you even greater actionable insight. Full click through audits are recorded against the contact record, allowing you to execute follow-up campaigns to customers that engage with your communication. GO DATA MODEL Data is critical to success and that s why Go has a sport and leisure specific data model. Customer information is displayed in a format that makes life easy, with rolled-up information, such as average spend and the latest purchase, all available on the customer record. Your understanding of each individual customer will reach new levels, empowering the marketing department and delivering an infinitely better service. 5

6 THE ORIGINAL BOWLING COMPANY WE HAVE A BUSINESS THAT INTERACTS WITH 12.5 MILLION CUSTOMERS A YEAR AND HAVE SEEN AN ALMOST IMMEDIATE RETURN ON INVESTMENT. WITH GREEN 4 S HELP, WE RE EVOLVING THE RELATIONSHIP WITH OUR CUSTOMERS TO KEEP OURSELVES COMPETITIVE AND AT THE CUTTING EDGE IN THE LEISURE MARKETPLACE. - STEVE BURNS, DIRECTOR, THE ORIGINAL BOWLING COMPANY.

7 SINGLE BASKET TICKETS & MERCHANDISE Two of the crucial transactional touchpoints that feed powerful data to the CRM engine. Joined-up to make life better for the customer and the operator. TICKETING CRM driven ticketing Green 4 has a revolutionary approach to ticketing, with Go being the first sport and leisure ticketing/booking solution to be built on a CRM platform. Gain complete control of your venue, from set up to promotional campaigns and feed the CRM and customer engagement engine with powerful data. A single shopping basket makes for a swift and easy buying experience and plentiful upsell and cross-sell opportunities. Venue set up and pricing management is quick and easy within the Go back office. With all data easily accessed in the CRM database or at a POS terminal, the power of the data can be used for a better experience. Multiple payment methods are accepted and Green 4 are proud that Go comes free from per ticket transaction fees you keep your ticket revenues! MERCHANDISE Single shopping basket tickets and merchandise Go provides a single shopping basket experience that applies at the point of sale and through the online store. As well as an improved experience for the in store operator and the customer buying online, you will improve data capture and increase average spend by having an integrate retail solution. Product creation, price control, promotions and stock management are all easily managed within the back office system. You gain ultimate control of your retail offering online and in store. The online retail experience presents cross-sell and upsell opportunities as well as a personalisation viewer, used to display product personalisations. 7

8 50% UPLIFT IN ADDITIONAL CUSTOMER SPEND DURING THE FIRST 60 MINUTES. SEATTLE SOUNDERS FC

9 OTHER TRANSACTIONAL TOUCHPOINTS Building transactional systems within the one single platform of Go ensures that good quality data is captured. This data is instantly available within the CRM database for greater insight and targeted marketing communications. CORPORATE SALES FOOD & BEVERAGE VENUE ACCESS A streamlined and automated sales process Capitalise on your hospitality, group and corporate bookings. The B2B sales environment is core to Microsoft Dynamics CRM. Enhanced by Green 4 s data model you can streamline your sales process and effectively manage corporate clients. A shorter sales cycle, higher close rates and improved customer retention all go a long way towards a successful Corporate Sales team. Go uses the core benefits of Microsoft Dynamics CRM so that you can manage work easily through the Outlook, which ultimately provides a seamless link to a system you use every day. Swift, cashless transactions for better data capture The Food & Beverage module uses the same POS interface as Go s Ticketing module. It enables customers to make swift, cashless transactions. When used in conjunction with a season or membership card, transactional data is captured directly into the Go CRM database. This maximises visibility of how the customer engages with you, which allows you to analyse spending patterns and build a more complete customer profile. Information is then readily available to use for targeted offers and communications that will encourage customers to spend more with you. With full system control at your fingertips, dynamic menu boards, pricing and other such information can be altered with just a few clicks. Do more with venue entry data Venue access is a valuable data collection touch point, giving you a deeper insight into fan behaviour. Access data, such as time of arrival, feeds directly into the Go CRM database. This data will give you a greater level of customer insight and can be used to trigger communications and loyalty points. Reward early attendance to encourage behavioural changes that will lead to greater on site additional spend. Green 4 provide a handheld access scanning solution, however also integrate with a number of access control providers. 9

10 GREEN 4 SOLUTIONS WERE CHOSEN FOR THEIR EXPERIENCE IN SPORT & LEISURE AND ARE HELPING US TO BRING OUR STRATEGIC VISION TO LIFE. - EUGENE LEE, MARKETING DIRECTOR, SINGAPORE SPORTS HUB. SINGAPORE SPORTS HUB

11 GO BEYOND CRM FAN & CUSTOMER ENGAGEMENT LIKE NEVER BEFORE LOYALTY MEMBERSHIP CUSTOMER PORTAL DATA ANALYTICS CUBE Incentivise, reward and effect behaviour. A tiered structure to CRM. Simple, engaging, anywhere. An exceptional level of insight. The perfect focal point of your CRM strategy, Go Loyalty is the most advanced sports loyalty programme on offer, which aims to maximise fan engagement and encourage increased customer spend. Loyalty points can be accumulated across multiple customer touch points including ticket purchases, early attendance, retail and ad-hoc events such as team results or weather. Turn to the next page for more information about Go Loyalty. Memberships are a perfect way to give your CRM strategy more of a tiered structure, with greater opportunity for effective segmentation. Various membership products can give access to exclusive benefits, such as the loyalty programme an exclusive newsletter or more tangible products like tickets and merchandise. Design a membership scheme that provides upsell and cross sell opportunities and enhances data capture. The Go customer portal is a single sign-on website for your customers. Designed using responsive technology for an excellent experience whatever the device. Buying tickets or merchandise, topping up your Cashless Card or redeeming Loyalty points for money can t buy rewards; it s all done from a single online account. A full content management system allows you to keep your site content upto-date. The data analytics cube helps you to understand your data. It s a business intelligence and reporting tool that gives you deeper customer insight. Use the data cube to quickly drag and drop your data, or build reusable reports to help you understand hidden trends in your data and get to know your customers. Greater intelligence unlocks a more sophisticated business strategy with more targeted and effective marketing. 11

12 $3 INCREASE IN AVERAGE MATCH DAY SPEND, RESULTING FROM LOYALTY INCENTIVES DRIVING EARLY ATTENDANCE PHILADELPHIA UNION FC

13 LOYALTY & REWARDS INCENTIVISE, REWARD AND AFFECT BEHAVIOUR. The loyalty & rewards programme with an engaging front end, yet powerful back end data Focal point for CRM strategy Offer rewards for transactions, attendance and engagement Responsive customer portal, optimised for mobile Social media sharing to spread campaign reach Loyalty promotion codes for extra points Redeem points for money can t buy rewards Points auctions Points lotteries Leaderboards Check-in for points with Geo-location Engage sponsors and partners and reward visits to their locations Measurable results and ROI Consultancy for loyalty programme design Green 4 Loyalty is rewarding our fans and providing commercial advantage while building the Philadelphia Union brand. - Mike Quarino, Vice President Ticket Sales & Fan Services 13

14 STRATEGY & SERVICES THE EXPERTISE TO HELP YOU GO FURTHER Leading strategic support and expert managed services. Our CRM and data agency, 4Sight Sport & Leisure can also provide strategic expertise and first class managed services, even if you don t use the Go solution. Technology is a crucial component of CRM in your business. But to really embrace CRM and revolutionise your business, expertise and a clear strategy are key. As well as the experience and knowledge that comes with choosing Green 4, we also have an in house agency, 4Sight Sport & Leisure that can offer managed services and strategic consultancy. 4Sight pride themselves on acting on insight to deliver measurable results, not just providing reports. They also ensure best practice in delivery of their managed services, which include managing your marketing communications from and SMS to full telesales campaigns, advanced data profiling and analysis, CRM and data management. Greater insight into your data ACTIONABLE INSIGHT THAT DELIVERS RESULTS Strategic consultancy and planning Additional resources if you don t have in house expertise An extension to your team at peak times of year Best practice and results focused at all times More information at 14

15 GET GO-ING WITH YOUR SOLUTION THE SIMPLE STEPS UNTIL YOU GO LIVE Project need identified Project Team deliver the project Project kick-off meeting Technical Support Service INITIATE PLAN EXECUTE CLOSE Hand over to Project Team Start of implementation - the project may be delivered in phases e.g. CRM then Ticketing The project (or completed phases) are handed over to the Support Team Account Management 15

16 UNDERSTAND YOUR CUSTOMERS, GROW LOYALTY AND MAXIMISE REVENUES. CONTACT W. E. UK, HEAD OFFICE. EUROPE, AUSTRIA. EUROPE, SWITZERLAND. USA. GREEN 4 SOLUTIONS LIMITED C/O EVENTDATA-SERVICES AUSTRIA GREEN 4 EUROPE GREEN 4 SOLUTIONS INC MIDLAND COURT GMBH 14 AVE REVERDIL 1134 SATELLITE BLVD CENTRAL PARK SÖLLHEIMER STRASSE 16/6C 1260 NYON SUWANEE LUTTERWORTH 5020 SALZBURG SWITZERLAND GA LEICESTERSHIRE AUSTRIA USA LE17 4PN, UK T. +44 (0) T. +43 (662) T

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