Supporting Millions of Fans with

MI Buddy

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Industry

Sports & Gaming

Platform

WhatsApp

Live Since

September 2020

Product Used

Customer Engagement

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In keeping with Mumbai Indians’ desire to be at the forefront of digital innovation; we partnered with Haptik to develop a Mumbai Indians-oriented WhatsApp bot. MI fans were able to engage with the team in an all too familiar environment using an all pervasive communication platform of choice. The results were positive and surely fortified our intent to invest further in digital innovation at a time when fans are not able to witness their favourite players perform inside sporting arenas.”  Spokesperson at Mumbai Indians

 – Spokesperson at Mumbai Indians

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Mumbai Indians are a franchise cricket team based in Mumbai, Maharashtra, that competes in the Indian Premier League(IPL). Founded in 2008, the team is owned by India's biggest conglomerate, Reliance Industries, through its 100% subsidiary IndiaWin Sports. Since its establishment, the team has played its home matches in the 33,108-capacity Wankhede Stadium in Mumbai. Mumbai Indians is the most successful team in the IPL. They won the 2011 Champions League Twenty20, and have not stopped since then! Their latest feat has been winning the 2020 IPL after a dominating victory against Delhi Capitals.
 

Business Goals

  • Improve on-site user engagement and improve registrations & signups
  • Provide fans another channel to know more about the franchise and live match scores
  • Spread the information of the franchise through quizzes and fan hub merchandise
  • Handle the spike of user queries during IPL-2020 and facilitate omnichannel engagement
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Solution

Haptik worked with Mumbai Indians to build an IVA that helps with:

  • Providing information to fans about Mumbai Indians franchise and live match scores
  • Responding to FAQs regarding the franchise
  • Making available videos and GIFs related to Mumbai Indians and the players
  • Keeping the fans engaged with incentivized quizzes and interesting games
  • Giving a channel for fans to learn about multi-tier membership options
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Key Use Cases

Screenshots

Business Impact

1M

Conversations Powered

94%

Automation Rate

225K

Users Catered

700%

ROI Achieved

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