Success Story: FMA, IT Support

TISA SUCCESS STORIES is a series of detailed case studies, diving deep into our clients’ digital transformation journeys.

In each issue, we’ll cover it all. Understanding the unique challenges each of our clients face; finding the best strategic and tech solutions; analysing the implementation process and achieved results, and most importantly – guiding them towards the top level of their digital maturity.

In today’s case study, dedicated to our latest IT Support delivered to FMA – Football Marketing Asia, the exclusive commercial partner of the Asian Football Confederation – let’s look into:

• how you should develop & support a custom-built event management platform;
• what business activities are special for FMA & AFC operating in the sports industry;
• What’s the value of fluctuated SLAs and 12 x 7 support.

Join us in the following success story and see how connecting business strategy, tech and sports helps our clients bring their digital game to the next level!

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CLIENT

Football Marketing Asia [FMA / 亚洲足球商业开发有限公司] is the exclusive commercial partner of the Asian Football Confederation (AFC) for the rights cycles 2021-2024 and 2025-2028. With its headquarter in Hong Kong and offices in the Middle East, Southeast Asia and China, FMA combines global football experience with in-depth Asian know-how.

FMA has decided to implement a large custom-built event management platform to facilitate the process of business communication with its partners. It’s an innovative tool that aims to cover various aspects such as: accreditation, ticketing, activations, approvals, site visits, post- & pre-Match reporting, LED board management or ETC. The implementation of this platform is a part of the ongoing digital development of the FMA.

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PROBLEM / CHALLENGE

Following the delivery of a large custom-built event management platform, FMA suffered from the lack of an ICT internal structure to deal with the business & client support as well as daily management of the platform including its setup & maintenance. 

The challenge they faced was to respond to the very niche knowledge related to the way the sports business operates. The resources had to be trained and adjusted to the unique event-related processes. FMA required technical and strategic support to deliver the best experiences for the final users and maximise their business effectiveness.

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SOLUTION

Through its nearshore centre-provided and dedicated team of application support specialists, TISA delivered the necessary means to facilitate the functioning of the entire platform. 

 Our dedicated offer included the necessary knowledge retention, training, and specialists available to support, train & manage the development. Furthermore, TISA advised FMA on the strategy for further expansion of the platform while monitoring its functioning. To achieve established targets, TISA was responsible for architecture, management, methodology and quality testing of the solution at simultaneous delivery of 12×7 business support in Asia.

As the service support delivered by TISA has been specifically designed to reinforce the FMA operations in the unusual environment of the sport-business industry, it includes functionalities such as:

• 12/7 on-call support (across the entire ASIA)
• Fluctuated SLAs (quiet months mixed with more intense months) providing a better pricing strategy for the client

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SUPPORT

The solution delivered by TISA included the entire support suite together with ticket and incident logging facility, reporting & SPOC for any escalations. Thanks to its flexibility, the team was able to provide the necessary actions simultaneously in several time zones, while supporting the customers with various challenges along the way.

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RESULTS & FURTHER DEVELOPMENT

FMA is satisfied with the results of the cooperation. The support suite solution provided by TISA will extend towards the future development of the competition, including the high-availability period for internal tournaments covered by FMA. IT support with 24×7 on-call service is to be provided by TISA in the near future.

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We hope you enjoyed this issue of TISA SUCCESS STORIES. If you’d like to learn more about our approach to innovative engagement and digital transformation of the sports industry, check out TISA blog and stay tuned for more fresh content!