---
title: "DIDWW Customer Success Stories: Fanatics"
description: "When a compliance failure shut down Fanatics' Japan contact center, DIDWW restored inbound telephony and local phone numbers within 24 hours. Zero downtime since. Read the full story."
canonical: "https://www.didww.com/solutions/success-stories/fanatics"
last_updated: "2026-10-27T12:21:24.899Z"
---

# DIDWW Customer Success Stories: Fanatics

> When a compliance failure shut down Fanatics' Japan contact center, DIDWW restored inbound telephony and local phone numbers within 24 hours. Zero downtime since. Read the full story.

Fanatics

From emergency fix to long-term partner: a story of global telephony done right

### Key Details #### Company: Fanatics

#### Industry:

Retail & Entertainment

#### Challenge:

Vendor compliance failure led to the telephony outage in Japan

#### Product:

Phone numbers, two-way voice services, and Genesys AppFoundry integration

### Customer [Fanatics](https://www.fanatics.com/) is a global leader in licensed sports merchandise and fan experiences, operating contact centers across North America, Europe, and Asia-Pacific, including a dedicated team in Japan. With a 24/7 operation and a strong cultural commitment to service quality across numerous markets, Fanatics requires telephony infrastructure that is reliable, compliant, and scalable to support its rapid business growth.

### Challenge Fanatics’ Japan contact center relied on a long-standing telecom vendor to manage its national numbers. When regulatory changes in Japan were introduced, the vendor failed to notify Fanatics or ensure compliance – resulting in all inbound contact center phone numbers being shut down for three to four days. With no inbound calls reaching the Japan Operations team, business execution was severely disrupted. A persistent voice latency issue on the Japan trunk later compounded the problem, despite extensive troubleshooting.

### Solution Through the Genesys AppFoundry marketplace, Fanatics identified DIDWW as a compliance-focused international carrier with a verified presence in Japan. Within a single day of signing, DIDWW handled all regulatory documentation and had new Japanese numbers fully operational. As the relationship grew, DIDWW’s support team stepped in to configure a dedicated SIP trunk directly within the Genesys platform – a process that turned out to be far simpler than expected, thanks to hands-on guidance throughout. The trunk delivered an immediate fix to the latency issues that months of internal troubleshooting had failed to resolve. Proactive regulatory update notifications, an intuitive self-service portal, and round-the-clock support made DIDWW a natural fit for a business that simply cannot afford disruption.

Partnering with DIDWW proved to be the right call at a critical time. From the moment we signed on, everything was up within a day. The platform is very intuitive – it just works. And as a business, we simply have no reason to look elsewhere.

Nigel Ponds

Sr. Global Director of Resource Planning and Telephony at Fanatics

### Results Restored full inbound telephony for the Japan contact center within one day of engaging DIDWW. Eliminated persistent voice latency that had affected the Japan team for months. Expanded DID coverage in Japan and added numbers in Germany to support growing operations. Full self-service control via an intuitive portal, rated best-in-class against other vendors Fanatics uses. Proactive regulatory notifications from DIDWW ensure ongoing compliance – the exact gap that caused the original crisis. Support tickets resolved in minutes, backed by a consistently responsive team and zero downtime since onboarding. [Read more stories](https://www.didww.com/solutions/success-stories) ## Request a quote Get an offer tailored for your business

[Get your quote](https://www.didww.com/request-a-quote)