Customer story
How Wembley Stadium earned over $1.5M in eight months with Text.
More inquiries, bigger events, the same small team — growth came from a smarter play, not more headcount.
- 2335%
- ROI
- $1.5M
- Added revenue
- 8K
- Inquiries resolved daily
Wembley Stadium hosts the world's biggest football finals, concerts, and NFL games, with hospitality packages built to match the scale of every event.
- Entertainment
- 51-200 employees
- United Kingdom
- Increase sales
- wembleystadium.com
The customer
Wembley Stadium, owned by the Football Association, is a global icon for sports and entertainment. Hosting iconic football finals, boxing matches, NFL games, and legendary concerts, it's where legends are made.
With six premium membership tiers, offering everything from VIP seats to private boxes, Wembley delivers an extraordinary experience up to £250,000.
Wembley isn't just a stadium. It's a playground for those who demand the exceptional.
The challenge
As the stadium's events grew in popularity, so did the volume of incoming inquiries. On some days, especially during peak events, the number of questions surged to over 8,000. The traditional system — phones, inbound inquiry forms, and a ticketing system — was no longer sufficient to keep up.
Staff found themselves overwhelmed, scrambling to manage the flood of support tickets. The Sales team spent hours filtering through inquiries, with many potential customers losing interest before even getting a response.
In short, Wembley Stadium needed a smarter solution to deliver faster support, increase customer satisfaction, and optimize its sales funnel.
The audit
With their customer service under pressure and valuable sales opportunities slipping through the cracks, Wembley reached out to Text.
We worked closely to examine existing sales flows, membership structures, account management workflows, and how website inquiries were handled through the ticketing system.
The goal? To uncover friction points, spot opportunities, and build a smarter, more scalable way to connect with fans and clients alike.
To address this challenge, Wembley implemented Text's AI Agent and Live chat, transforming the way they interact with customers.
The fact that no IT support is needed to make this work is incredible. With our dedicated Account Manager and onboarding process, we're able to efficiently reduce tickets and drive sales ourselves, without having to wait for the next sprint.
The solution
Winning, AI-powered customer service
AI Agent acted as the first point of support, quickly pulling key information from Wembley's help center to automatically answer users' questions and reduce ticket volume. This allowed the team to focus on more complex issues.
Our sales process was reliant on telephony. After we implemented Text's AI Agent and Live chat, we were able to remove the phone number from our website and reduce the number of non-sales-related calls.
Revolutionized sales and lead generation
AI Agent also collected visitor data, identifying qualified leads in real time. These leads were then seamlessly handed off within the same platform to Live chat, where sales reps could immediately engage and close the deal.
With AI Agent and Live chat, we're qualifying so many more leads than we were ever doing with previous campaigns.
The result
In just eight months, Wembley Stadium transformed its customer engagement, handling up to 12,000 chats a month and boosting satisfaction with 24/7 instant support. This allowed staff to focus on VIP clients while reducing support tickets and speeding up lead qualification from days to minutes.
The smarter, faster customer journey generated $1.5M in additional revenue, driving premium membership and VIP experience sales.
With a no-code setup, the solution was deployed without IT support, making it a game-changer for both customer service and sales.
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