Fanatic Sports Case Study: 89% WhatsApp Delivery

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Company Overview

"Your gateway to the world's most iconic sporting events, delivered through unrivalled access, hospitality, and expertise."

Fanatic Sports is a global leader in Sports & Entertainment Ticketing, Hospitality, and Travel Experiences, focused on delivering seamless and premium experiences for customers attending some of the world's most prestigious sporting and entertainment events.

Their objective is to provide customers with the best possible experience throughout their event journey by offering access to premium tickets, hospitality, and curated travel experiences through trusted and effective platforms. From discovery and booking to attending the event itself, Fanatic Sports is committed to ensuring a smooth, secure, and memorable experience for every customer.

We sat down with Bilwa Bhattacharjee, Head of Digital Marketing at Fanatic Sports, to discuss how they use Wati to scale premium customer outreach, run personalized remarketing campaigns, and drive HNI audience engagement across their online-to-offline journey.

Before and After: The Wati Transformation

The Challenge

Scaling Outreach to a Premium Audience As a premium sports hospitality and experiences brand, Fanatic Sports needed timely engagement and personalized communication with HNI audiences at scale—something existing tools weren't enabling efficiently.

Inefficient Customer Communication The team needed a more efficient and scalable solution for audience outreach, with the ability to connect with potential customers more effectively across the marketing funnel.

Limited Personalization at Scale Reaching and nurturing high-intent customers through their purchase journey required personalized communication infrastructure that previous tools couldn't deliver smoothly.

Gaps in Previous Platforms While Fanatic Sports had explored other platforms before, they fell short on customer support, ease of use, and overall operational efficiency required for premium customer engagement.

The Results

89% Message Delivery Rate High-performing event campaigns reach the right audiences reliably, ensuring premium customer outreach lands as intended.

61% Read Rate Driving Real Engagement Personalized outreach captures attention from HNI audiences who actively engage with Fanatic Sports' premium event communications.

9% Reply Rate Fueling the O2O Funnel Active two-way conversations help nurture customers from online engagement to offline event conversions through the marketing funnel.

Scalable Creative Experimentation The team now continuously tests creative formats, messaging styles, and audience segments to optimize campaign performance over time.

Visibility into 2 crore interactions — including Sunday homework spikes and pre-board exam surges.

"While using Wati, we evaluated and tested several other platforms. However, we found Wati to be more effective, particularly in terms of customer support, ease of use, and overall operational efficiency. The platform's user-friendly dashboard enables our team to execute campaigns smoothly and streamline outreach activities with greater effectiveness."

— Bilwa Bhattacharjee | Head of Digital Marketing, Fanatic Sports

In the premium sports hospitality and experiences industry, communication isn't just about reaching customers—it's about creating the kind of personalized engagement that high-intent, premium audiences expect at every touchpoint. Fanatic Sports operates in a space where customers are evaluating significant investments in once-in-a-lifetime experiences across the world's most iconic sporting events.

With a business model that runs from online to offline, every digital interaction matters. Customers need to be engaged, nurtured, and supported through their decision-making journey—from initial awareness of an event to final purchase and attendance.

"Timely engagement and personalised communication with our audience are extremely important. We were looking for a platform that could help us streamline customer interactions, improve response efficiency, and enable us to connect with potential customers more effectively at scale."

— Fanatic Marketing Team

The Breaking Point:
When Outreach
Needed to Scale

Fanatic Sports faced a clear challenge: their previous tools weren't built for the level of personalization, scale, and operational smoothness their premium customer base demanded. As the brand expanded its global presence across more events and audiences, the gaps became impossible to ignore.

Existing platforms lacked operational smoothness required for fast, efficient campaign execution

Customer support gaps slowed down troubleshooting and limited the team's confidence at scale

Limited template flexibility restricted creative experimentation across audience segments and event types

Insufficient reporting depth made it harder to optimize campaigns post-execution

Workflow rigidity meant the team couldn't build the personalized engagement journeys their HNI audience expected

For a premium experiences brand where every customer interaction directly influences offline event conversions, these limitations were costly. Communication needed to feel personal, timely, and on-brand at every step.

Why Fanatic Sports
Chose Wati

After evaluating multiple platforms, Fanatic Sports chose Wati for the combination of platform smoothness, support quality, and depth of features that matched their premium engagement requirements.

Ease of creating templates across multiple formats enabling creative flexibility for different events and audience segments

Detailed post-campaign reporting capabilities giving the team visibility into delivery, engagement, and outcomes

Highly customizable automation workflows supporting scalable, personalized engagement journeys

Intuitive, user-friendly dashboard allowing the team to execute campaigns smoothly without operational friction

Responsive customer support building team confidence and ensuring seamless campaign execution

"What differentiated Wati from other platforms was the overall smoothness of the platform and the strong customer support experience. The interface is intuitive and easy for our team to navigate, which helps in executing campaigns and managing communication efficiently."

— Prarambh Lave | AGM - Technology, Fanatic Sports

Measurable Impact Across the Platform

Strong Engagement on
Event-Specific Campaigns

89% delivery, 61% read rate, 9% reply rate

In one event-specific campaign run through Wati, Fanatic Sports recorded:

89% message delivery rate ensuring outreach reaches the intended audience reliably
37% overall delivery rate across the broader campaign funnel
61% read rate signaling strong attention from a premium, time-poor audience
9% reply rate generating active two-way conversations that nurture purchase intent

Effective Funnel Movement

From digital outreach to offline conversion

WhatsApp engagement supports the full online-to-offline customer journey
Direct communication with potential customers nurtures them through purchase decisions
Personalized follow-ups and timely interactions drive enquiry generation
Scalable communication enables relationship building at premium audience levels

Continuous Optimization

Creative experimentation as standard practice

Testing different creative formats, messaging styles, and engagement approaches
Audience segment experimentation to understand what resonates most
Campaign performance optimization based on detailed post-campaign reporting
More personalized and impactful communication experiences over time

"We measure success on Wati through multiple engagement and communication metrics such as delivery rates, read rates, customer interactions, and overall campaign engagement. Wati enables us to streamline the customer journey through personalised communication, timely follow-ups, and scalable audience engagement." — Bilwa Bhattacharjee | Head of Digital Marketing, Fanatic Sports

How Fanatic Sports Uses
Wati to Power Premium
Customer Engagement

Wati sits at the center of how Fanatic Sports engages its premium audience across the marketing funnel:

"When it comes to a product like Luxury Sports Hospitality, we cannot follow FMCG product window templates. Hence there was a lot of visual language experiments that were tested using the platform, to even have an understanding. We worked on fine-tuning not just familiarity but also a way to stand out." — Shagorika Zachariahs
AVP - Creative Head, Fanatic Sports

Highly personalized outreach campaigns for premium event experiences across global tournaments and matches

Remarketing campaigns to nurture high-intent customers through their decision journey

Creative experimentation continuously testing formats, messaging styles, and audience segments

Detailed campaign reporting analyzing delivery, read rates, replies, and engagement outcomes

Scalable customer relationship building maintaining personal engagement quality at high audience volumes

Online-to-offline funnel support moving customers from digital engagement to event attendance

Onboarding and Support:
A 10/10 Experience

For a brand operating in the premium customer experience space, the partner's own service standards matter. Wati's onboarding and support set the right foundation from day one.

"Wati's onboarding experience and customer support have been extremely smooth and efficient. The team was highly responsive, supportive, and proactive throughout the process, which made the overall transition and implementation seamless for our team. We would confidently rate the onboarding and customer support experience a 10/10." — Fanatic Marketing Team

Founder's Note

At Fanatic Sports, our vision has always been to redefine the way customers experience global sports and entertainment events. We are committed to delivering premium ticketing, hospitality, and travel experiences that create lasting memories for our customers across some of the world's most iconic sporting events.

As a business operating in a highly experience-driven industry, meaningful customer engagement and personalised communication remain at the core of our growth strategy. In today's digital-first environment, it is important for us to connect with our audience through platforms that enable timely, seamless, and scalable interactions.

Our association with Wati has played an important role in strengthening our outreach and remarketing efforts. The platform has enabled our team to streamline customer communication, build personalised engagement journeys, and execute campaigns with greater operational efficiency. From intuitive workflows and automation capabilities to detailed campaign reporting and strong customer support, Wati has helped us enhance the way we engage with our customers across the marketing funnel.

What stands out most is the platform's ease of use and the ability for our team to continuously experiment with communication strategies, creative formats, and audience engagement approaches while maintaining efficiency at scale.

As Fanatic Sports continues to expand its global presence, we remain focused on delivering exceptional customer experiences through innovation, strong partnerships, and customer-centric communication strategies.

— Raghav Gupta | Founder, Fanatic Sports