Wembley turned 24/7 stadium inquiries into $1.5M in added revenue in eight months.
Added revenue generated from premium memberships and VIP experiences in eight months.
Return on investment achieved with Text.
Inquiries handled on the busiest event days.
Wembley Stadium hosts football finals, concerts, boxing matches, and NFL games. Beyond the event ticket, Experiences by Wembley Stadium sells six premium membership tiers, from VIP seats to private boxes worth as much as £250,000.
Someone asking about a tour, hospitality package, or special occasion may be ready to buy. But only if the right person can reach them while their interest is fresh.
On peak event days, Wembley received more than 8,000 inquiries. Calls, website forms, and tickets all competed for the team's attention. Sales staff spent hours sorting questions before they could identify the people interested in memberships or VIP experiences.
By the time a potential customer received a response, their interest could be gone. The same queue that delayed routine support was also hiding valuable sales opportunities.
Wembley and Text reviewed the stadium's sales flows, membership structure, account management, and ticketing process. They found a way to answer common questions around the clock and move buying conversations to sales without adding another manual handoff.
AI Agent became the first point of contact on Wembley's website. It used the help center to answer common questions immediately, including outside business hours, and kept routine inquiries out of the team's queue.
When a visitor showed buying intent or needed personal help, the conversation stayed inside Text and moved to a sales rep with its context intact. AI Agent collected the lead data before the handoff, so the rep did not have to qualify the inquiry from scratch.
Wembley also removed the phone number from its website, reducing calls that were unrelated to sales. The no-code setup let the team update its own flows without waiting for IT or the next development sprint.
With AI Agent and Live chat, we're qualifying so many more leads than we were ever doing with previous campaigns.
Duncan Andrews, CRM & Digital Manager at Experiences by Wembley Stadium
Wembley handled up to 12,000 chats a month and offered instant support 24/7. Lead qualification dropped from days to minutes. Staff had more time for customers considering premium memberships and VIP experiences.
In eight months, those conversations generated $1.5 million in added revenue and produced a 2,335% return on investment. Wembley could answer a fan's question and spot a serious buyer in the same conversation, before either one had to wait in a queue.
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