Customer Story

Improving Fan Experiences by Updating Salesforce Processes

Customer Story

Improving Fan Experiences by Updating Salesforce Processes

Customer Story

Improving Fan Experiences by Updating Salesforce Processes

Customer Story

Improving Fan Experiences by Updating Salesforce Processes

Customer Story

Improving Fan Experiences by Updating Salesforce Processes

Running a sporting organization requires creating an excellent fan experience and collecting a lot of data. When the Chicago Fire Football Club (FC) began looking for a way to collect feedback and build fan profiles in Salesforce, they found Forms for Salesforce. This digital solution replaced multiple disconnected systems with one unified experience within their Salesforce instance.
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Chicago Fire Football Club is an American professional soccer franchise based in Chicago, Illinois. The team competes in Major League Soccer as a member of the league's Eastern Conference. The Fire were founded in 1997 and began league play in 1998 as one of the league’s first expansion teams.
Professional Sports
2020
Fan Engagement & Data Collection
Forms for Salesforce
Dynamic Prefill, Native Builder
Customer Story

Improving Fan Experiences by Updating Salesforce Processes

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Customer Story

Improving Fan Experiences by Updating Salesforce Processes

MIN
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About the Episode
Episode Highlights
Meet our Guest
Episode Transcript

Challenge

Chicago Fire FC was using a survey tool to capture data and feedback from fans to better understand their experiences. Feedback is extremely valuable to the club, and understanding deviations is key to driving engagement and improving the overall experience. Their survey tool wasn’t able to track deviations when feedback changed from its typical pattern, which limited their ability to analyze data efficiently. It also couldn’t track historical data, report on key customer trends, or build progressive profiles for fans.

Beyond their survey issues, they also faced challenges with streamlining data collection across departments and software. Their tech stack included too many tools, making data tracking incredibly difficult. Many of their tools were archaic, complicated, and unable to integrate or share data efficiently. To solve these problems, a more unified approach through a single product was a key purchasing requirement. They also wanted a tool that any employee could access and learn quickly, empowering anyone with data and insights as needed.

Solution

Their search for a tool that could create one unified, streamlined data collection system within Salesforce led them to Forms for Salesforce. The tool’s ability to pull from any object in Salesforce, provide a smooth and personalized experience for fans, and send data directly into their Salesforce instance was key. They were able to remove the need for any integrations, connectors, and manual data manipulation, making it easier for any department to access the data they need through simplified and customized Salesforce reports.

Now Chicago Fire FC can build behavioral profiles of fans using the questions and logic built into their forms. As they progressively capture data, fan profiles continue to develop, unlocking data on likes, dislikes, and purchasing behaviors. The team is able to conduct text analysis and deviation analysis to understand trends and notify stakeholders who need to make strategic decisions on fan communications.

Prior to Formstack, every survey respondent would receive a call. This simply wouldn’t scale with their transition to Soldier Field, a 60,000 seat venue on Chicago’s lakefront, where attendance was surely to be higher than previous seasons. Today, they’re able to focus on those who deviate from the norm or have specified needs, which accounts for about 2% of the fan base. The new fan profiles help drive conversations forward, resulting in quality conversations that lead to actionable insights and quick resolutions to issues.

Results

Saved 15-20 hours per week of manual work

Created a dynamic, personalized experience for fans

Shortened fan callback time from over four weeks to two

Built their entire data collection system directly within Salesforce

Increased fan engagement through a streamlined system

Reduced the number of tools in their tech stack

Customer Story

Improving Fan Experiences by Updating Salesforce Processes

Customer Story

Improving Fan Experiences by Updating Salesforce Processes

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Customer Story

Improving Fan Experiences by Updating Salesforce Processes

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Challenge

Chicago Fire FC was using a survey tool to capture data and feedback from fans to better understand their experiences. Feedback is extremely valuable to the club, and understanding deviations is key to driving engagement and improving the overall experience. Their survey tool wasn’t able to track deviations when feedback changed from its typical pattern, which limited their ability to analyze data efficiently. It also couldn’t track historical data, report on key customer trends, or build progressive profiles for fans.

Beyond their survey issues, they also faced challenges with streamlining data collection across departments and software. Their tech stack included too many tools, making data tracking incredibly difficult. Many of their tools were archaic, complicated, and unable to integrate or share data efficiently. To solve these problems, a more unified approach through a single product was a key purchasing requirement. They also wanted a tool that any employee could access and learn quickly, empowering anyone with data and insights as needed.

Solution

Their search for a tool that could create one unified, streamlined data collection system within Salesforce led them to Forms for Salesforce. The tool’s ability to pull from any object in Salesforce, provide a smooth and personalized experience for fans, and send data directly into their Salesforce instance was key. They were able to remove the need for any integrations, connectors, and manual data manipulation, making it easier for any department to access the data they need through simplified and customized Salesforce reports.

Now Chicago Fire FC can build behavioral profiles of fans using the questions and logic built into their forms. As they progressively capture data, fan profiles continue to develop, unlocking data on likes, dislikes, and purchasing behaviors. The team is able to conduct text analysis and deviation analysis to understand trends and notify stakeholders who need to make strategic decisions on fan communications.

Prior to Formstack, every survey respondent would receive a call. This simply wouldn’t scale with their transition to Soldier Field, a 60,000 seat venue on Chicago’s lakefront, where attendance was surely to be higher than previous seasons. Today, they’re able to focus on those who deviate from the norm or have specified needs, which accounts for about 2% of the fan base. The new fan profiles help drive conversations forward, resulting in quality conversations that lead to actionable insights and quick resolutions to issues.

Results

Saved 15-20 hours per week of manual work

Created a dynamic, personalized experience for fans

Shortened fan callback time from over four weeks to two

Built their entire data collection system directly within Salesforce

Increased fan engagement through a streamlined system

Reduced the number of tools in their tech stack

Panelists
No items found.
Infographic

Improving Fan Experiences by Updating Salesforce Processes

When the Chicago Fire Football Club needed a way to collect feedback & build fan profiles in Salesforce, they chose Forms for Salesforce. Read this case study!
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Challenge

Chicago Fire FC was using a survey tool to capture data and feedback from fans to better understand their experiences. Feedback is extremely valuable to the club, and understanding deviations is key to driving engagement and improving the overall experience. Their survey tool wasn’t able to track deviations when feedback changed from its typical pattern, which limited their ability to analyze data efficiently. It also couldn’t track historical data, report on key customer trends, or build progressive profiles for fans.

Beyond their survey issues, they also faced challenges with streamlining data collection across departments and software. Their tech stack included too many tools, making data tracking incredibly difficult. Many of their tools were archaic, complicated, and unable to integrate or share data efficiently. To solve these problems, a more unified approach through a single product was a key purchasing requirement. They also wanted a tool that any employee could access and learn quickly, empowering anyone with data and insights as needed.

Solution

Their search for a tool that could create one unified, streamlined data collection system within Salesforce led them to Forms for Salesforce. The tool’s ability to pull from any object in Salesforce, provide a smooth and personalized experience for fans, and send data directly into their Salesforce instance was key. They were able to remove the need for any integrations, connectors, and manual data manipulation, making it easier for any department to access the data they need through simplified and customized Salesforce reports.

Now Chicago Fire FC can build behavioral profiles of fans using the questions and logic built into their forms. As they progressively capture data, fan profiles continue to develop, unlocking data on likes, dislikes, and purchasing behaviors. The team is able to conduct text analysis and deviation analysis to understand trends and notify stakeholders who need to make strategic decisions on fan communications.

Prior to Formstack, every survey respondent would receive a call. This simply wouldn’t scale with their transition to Soldier Field, a 60,000 seat venue on Chicago’s lakefront, where attendance was surely to be higher than previous seasons. Today, they’re able to focus on those who deviate from the norm or have specified needs, which accounts for about 2% of the fan base. The new fan profiles help drive conversations forward, resulting in quality conversations that lead to actionable insights and quick resolutions to issues.

Results

Saved 15-20 hours per week of manual work

Created a dynamic, personalized experience for fans

Shortened fan callback time from over four weeks to two

Built their entire data collection system directly within Salesforce

Increased fan engagement through a streamlined system

Reduced the number of tools in their tech stack

Challenge

Chicago Fire FC was using a survey tool to capture data and feedback from fans to better understand their experiences. Feedback is extremely valuable to the club, and understanding deviations is key to driving engagement and improving the overall experience. Their survey tool wasn’t able to track deviations when feedback changed from its typical pattern, which limited their ability to analyze data efficiently. It also couldn’t track historical data, report on key customer trends, or build progressive profiles for fans.

Beyond their survey issues, they also faced challenges with streamlining data collection across departments and software. Their tech stack included too many tools, making data tracking incredibly difficult. Many of their tools were archaic, complicated, and unable to integrate or share data efficiently. To solve these problems, a more unified approach through a single product was a key purchasing requirement. They also wanted a tool that any employee could access and learn quickly, empowering anyone with data and insights as needed.

Solution

Their search for a tool that could create one unified, streamlined data collection system within Salesforce led them to Forms for Salesforce. The tool’s ability to pull from any object in Salesforce, provide a smooth and personalized experience for fans, and send data directly into their Salesforce instance was key. They were able to remove the need for any integrations, connectors, and manual data manipulation, making it easier for any department to access the data they need through simplified and customized Salesforce reports.

Now Chicago Fire FC can build behavioral profiles of fans using the questions and logic built into their forms. As they progressively capture data, fan profiles continue to develop, unlocking data on likes, dislikes, and purchasing behaviors. The team is able to conduct text analysis and deviation analysis to understand trends and notify stakeholders who need to make strategic decisions on fan communications.

Prior to Formstack, every survey respondent would receive a call. This simply wouldn’t scale with their transition to Soldier Field, a 60,000 seat venue on Chicago’s lakefront, where attendance was surely to be higher than previous seasons. Today, they’re able to focus on those who deviate from the norm or have specified needs, which accounts for about 2% of the fan base. The new fan profiles help drive conversations forward, resulting in quality conversations that lead to actionable insights and quick resolutions to issues.

Results

Saved 15-20 hours per week of manual work

Created a dynamic, personalized experience for fans

Shortened fan callback time from over four weeks to two

Built their entire data collection system directly within Salesforce

Increased fan engagement through a streamlined system

Reduced the number of tools in their tech stack

Collecting payments with online forms is easy, but first, you have to choose the right payment gateway. Browse the providers in our gateway credit card processing comparison chart to find the best option for your business. Then sign up for Formstack Forms, customize your payment forms, and start collecting profits in minutes.

Online Payment Gateway Comparison Chart

NOTE: These amounts reflect the monthly subscription for the payment provider. Formstack does not charge a fee to integrate with any of our payment partners.

FEATURES
Authorize.Net
Bambora
Chargify
First Data
PayPal
PayPal Pro
PayPal Payflow
Stripe
WePay
ProPay
Monthly Fees
$25
$25
$149+
Contact First Data
$0
$25
$0-$25
$0
$0
$4
Transaction Fees
$2.9% + 30¢
$2.9% + 30¢
N/A
Contact First Data
$2.9% + 30¢
$2.9% + 30¢
10¢
$2.9% + 30¢
$2.9% + 30¢
$2.6% + 30¢
Countries
5
8
Based on payment gateway
50+
203
3
4
25
USA
USA
Currencies
11
2
23
140
25
23
25
135+
1
1
Card Types
6
13
Based on payment gateway
5
9
9
5
6
4
4
Limits
None
None
Based on payment gateway
None
$10,000
None
None
None
None
$500 per transaction
Form Payments
Recurring Billing
Mobile Payments
PSD2 Compliant

Challenge

Chicago Fire FC was using a survey tool to capture data and feedback from fans to better understand their experiences. Feedback is extremely valuable to the club, and understanding deviations is key to driving engagement and improving the overall experience. Their survey tool wasn’t able to track deviations when feedback changed from its typical pattern, which limited their ability to analyze data efficiently. It also couldn’t track historical data, report on key customer trends, or build progressive profiles for fans.

Beyond their survey issues, they also faced challenges with streamlining data collection across departments and software. Their tech stack included too many tools, making data tracking incredibly difficult. Many of their tools were archaic, complicated, and unable to integrate or share data efficiently. To solve these problems, a more unified approach through a single product was a key purchasing requirement. They also wanted a tool that any employee could access and learn quickly, empowering anyone with data and insights as needed.

Solution

Their search for a tool that could create one unified, streamlined data collection system within Salesforce led them to Forms for Salesforce. The tool’s ability to pull from any object in Salesforce, provide a smooth and personalized experience for fans, and send data directly into their Salesforce instance was key. They were able to remove the need for any integrations, connectors, and manual data manipulation, making it easier for any department to access the data they need through simplified and customized Salesforce reports.

Now Chicago Fire FC can build behavioral profiles of fans using the questions and logic built into their forms. As they progressively capture data, fan profiles continue to develop, unlocking data on likes, dislikes, and purchasing behaviors. The team is able to conduct text analysis and deviation analysis to understand trends and notify stakeholders who need to make strategic decisions on fan communications.

Prior to Formstack, every survey respondent would receive a call. This simply wouldn’t scale with their transition to Soldier Field, a 60,000 seat venue on Chicago’s lakefront, where attendance was surely to be higher than previous seasons. Today, they’re able to focus on those who deviate from the norm or have specified needs, which accounts for about 2% of the fan base. The new fan profiles help drive conversations forward, resulting in quality conversations that lead to actionable insights and quick resolutions to issues.

Results

Saved 15-20 hours per week of manual work

Created a dynamic, personalized experience for fans

Shortened fan callback time from over four weeks to two

Built their entire data collection system directly within Salesforce

Increased fan engagement through a streamlined system

Reduced the number of tools in their tech stack

Challenge

Chicago Fire FC was using a survey tool to capture data and feedback from fans to better understand their experiences. Feedback is extremely valuable to the club, and understanding deviations is key to driving engagement and improving the overall experience. Their survey tool wasn’t able to track deviations when feedback changed from its typical pattern, which limited their ability to analyze data efficiently. It also couldn’t track historical data, report on key customer trends, or build progressive profiles for fans.

Beyond their survey issues, they also faced challenges with streamlining data collection across departments and software. Their tech stack included too many tools, making data tracking incredibly difficult. Many of their tools were archaic, complicated, and unable to integrate or share data efficiently. To solve these problems, a more unified approach through a single product was a key purchasing requirement. They also wanted a tool that any employee could access and learn quickly, empowering anyone with data and insights as needed.

Solution

Their search for a tool that could create one unified, streamlined data collection system within Salesforce led them to Forms for Salesforce. The tool’s ability to pull from any object in Salesforce, provide a smooth and personalized experience for fans, and send data directly into their Salesforce instance was key. They were able to remove the need for any integrations, connectors, and manual data manipulation, making it easier for any department to access the data they need through simplified and customized Salesforce reports.

Now Chicago Fire FC can build behavioral profiles of fans using the questions and logic built into their forms. As they progressively capture data, fan profiles continue to develop, unlocking data on likes, dislikes, and purchasing behaviors. The team is able to conduct text analysis and deviation analysis to understand trends and notify stakeholders who need to make strategic decisions on fan communications.

Prior to Formstack, every survey respondent would receive a call. This simply wouldn’t scale with their transition to Soldier Field, a 60,000 seat venue on Chicago’s lakefront, where attendance was surely to be higher than previous seasons. Today, they’re able to focus on those who deviate from the norm or have specified needs, which accounts for about 2% of the fan base. The new fan profiles help drive conversations forward, resulting in quality conversations that lead to actionable insights and quick resolutions to issues.

Results

Saved 15-20 hours per week of manual work

Created a dynamic, personalized experience for fans

Shortened fan callback time from over four weeks to two

Built their entire data collection system directly within Salesforce

Increased fan engagement through a streamlined system

Reduced the number of tools in their tech stack

Challenge

Chicago Fire FC was using a survey tool to capture data and feedback from fans to better understand their experiences. Feedback is extremely valuable to the club, and understanding deviations is key to driving engagement and improving the overall experience. Their survey tool wasn’t able to track deviations when feedback changed from its typical pattern, which limited their ability to analyze data efficiently. It also couldn’t track historical data, report on key customer trends, or build progressive profiles for fans.

Beyond their survey issues, they also faced challenges with streamlining data collection across departments and software. Their tech stack included too many tools, making data tracking incredibly difficult. Many of their tools were archaic, complicated, and unable to integrate or share data efficiently. To solve these problems, a more unified approach through a single product was a key purchasing requirement. They also wanted a tool that any employee could access and learn quickly, empowering anyone with data and insights as needed.

Solution

Their search for a tool that could create one unified, streamlined data collection system within Salesforce led them to Forms for Salesforce. The tool’s ability to pull from any object in Salesforce, provide a smooth and personalized experience for fans, and send data directly into their Salesforce instance was key. They were able to remove the need for any integrations, connectors, and manual data manipulation, making it easier for any department to access the data they need through simplified and customized Salesforce reports.

Now Chicago Fire FC can build behavioral profiles of fans using the questions and logic built into their forms. As they progressively capture data, fan profiles continue to develop, unlocking data on likes, dislikes, and purchasing behaviors. The team is able to conduct text analysis and deviation analysis to understand trends and notify stakeholders who need to make strategic decisions on fan communications.

Prior to Formstack, every survey respondent would receive a call. This simply wouldn’t scale with their transition to Soldier Field, a 60,000 seat venue on Chicago’s lakefront, where attendance was surely to be higher than previous seasons. Today, they’re able to focus on those who deviate from the norm or have specified needs, which accounts for about 2% of the fan base. The new fan profiles help drive conversations forward, resulting in quality conversations that lead to actionable insights and quick resolutions to issues.

Results

Saved 15-20 hours per week of manual work

Created a dynamic, personalized experience for fans

Shortened fan callback time from over four weeks to two

Built their entire data collection system directly within Salesforce

Increased fan engagement through a streamlined system

Reduced the number of tools in their tech stack

Challenge

Chicago Fire FC was using a survey tool to capture data and feedback from fans to better understand their experiences. Feedback is extremely valuable to the club, and understanding deviations is key to driving engagement and improving the overall experience. Their survey tool wasn’t able to track deviations when feedback changed from its typical pattern, which limited their ability to analyze data efficiently. It also couldn’t track historical data, report on key customer trends, or build progressive profiles for fans.

Beyond their survey issues, they also faced challenges with streamlining data collection across departments and software. Their tech stack included too many tools, making data tracking incredibly difficult. Many of their tools were archaic, complicated, and unable to integrate or share data efficiently. To solve these problems, a more unified approach through a single product was a key purchasing requirement. They also wanted a tool that any employee could access and learn quickly, empowering anyone with data and insights as needed.

Solution

Their search for a tool that could create one unified, streamlined data collection system within Salesforce led them to Forms for Salesforce. The tool’s ability to pull from any object in Salesforce, provide a smooth and personalized experience for fans, and send data directly into their Salesforce instance was key. They were able to remove the need for any integrations, connectors, and manual data manipulation, making it easier for any department to access the data they need through simplified and customized Salesforce reports.

Now Chicago Fire FC can build behavioral profiles of fans using the questions and logic built into their forms. As they progressively capture data, fan profiles continue to develop, unlocking data on likes, dislikes, and purchasing behaviors. The team is able to conduct text analysis and deviation analysis to understand trends and notify stakeholders who need to make strategic decisions on fan communications.

Prior to Formstack, every survey respondent would receive a call. This simply wouldn’t scale with their transition to Soldier Field, a 60,000 seat venue on Chicago’s lakefront, where attendance was surely to be higher than previous seasons. Today, they’re able to focus on those who deviate from the norm or have specified needs, which accounts for about 2% of the fan base. The new fan profiles help drive conversations forward, resulting in quality conversations that lead to actionable insights and quick resolutions to issues.

Results

Saved 15-20 hours per week of manual work

Created a dynamic, personalized experience for fans

Shortened fan callback time from over four weeks to two

Built their entire data collection system directly within Salesforce

Increased fan engagement through a streamlined system

Reduced the number of tools in their tech stack

Challenge

Chicago Fire FC was using a survey tool to capture data and feedback from fans to better understand their experiences. Feedback is extremely valuable to the club, and understanding deviations is key to driving engagement and improving the overall experience. Their survey tool wasn’t able to track deviations when feedback changed from its typical pattern, which limited their ability to analyze data efficiently. It also couldn’t track historical data, report on key customer trends, or build progressive profiles for fans.

Beyond their survey issues, they also faced challenges with streamlining data collection across departments and software. Their tech stack included too many tools, making data tracking incredibly difficult. Many of their tools were archaic, complicated, and unable to integrate or share data efficiently. To solve these problems, a more unified approach through a single product was a key purchasing requirement. They also wanted a tool that any employee could access and learn quickly, empowering anyone with data and insights as needed.

Solution

Their search for a tool that could create one unified, streamlined data collection system within Salesforce led them to Forms for Salesforce. The tool’s ability to pull from any object in Salesforce, provide a smooth and personalized experience for fans, and send data directly into their Salesforce instance was key. They were able to remove the need for any integrations, connectors, and manual data manipulation, making it easier for any department to access the data they need through simplified and customized Salesforce reports.

Now Chicago Fire FC can build behavioral profiles of fans using the questions and logic built into their forms. As they progressively capture data, fan profiles continue to develop, unlocking data on likes, dislikes, and purchasing behaviors. The team is able to conduct text analysis and deviation analysis to understand trends and notify stakeholders who need to make strategic decisions on fan communications.

Prior to Formstack, every survey respondent would receive a call. This simply wouldn’t scale with their transition to Soldier Field, a 60,000 seat venue on Chicago’s lakefront, where attendance was surely to be higher than previous seasons. Today, they’re able to focus on those who deviate from the norm or have specified needs, which accounts for about 2% of the fan base. The new fan profiles help drive conversations forward, resulting in quality conversations that lead to actionable insights and quick resolutions to issues.

Results

Saved 15-20 hours per week of manual work

Created a dynamic, personalized experience for fans

Shortened fan callback time from over four weeks to two

Built their entire data collection system directly within Salesforce

Increased fan engagement through a streamlined system

Reduced the number of tools in their tech stack

We now have a unified approach to collecting data. Outside of training, our business intelligence team does not have to perform any data manipulation or data connectivity to ensure we can collect data and get it into Salesforce.
Hart Zwingelberg
Director, Business Intelligence
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