“They were an ideal candidate to launch something like this with because of how innovative they are.” “They said, what can we really do to be on the frontlines of what can be valuable for the fan and guest experience in years to come,” D’Souza said of the Cavs. Conley and the team wondered how they could make it viable as a means to introduce mobile ordering. “The challenge is how do you layer in operational consistency with what technology can bring to the table.”Īfter spending years having apps for both the team and its arena, the Cavs partnered with SeatGeek to just focus on optimizing the mobile ticketing process where everything went digital. “The technology for mobile ordering has been here for a long time,” he said. The Cavs learned that to get this truly correct, they needed to nail all the logistics. That service focused too much on iPhone users and essentially cut out the Android-using Cavs fans, Conley said. Last season, they used the Brew2You platform, where a text bot navigated fans through automated beer orders they’d purchase via ApplePay to get your cup or pint delivered to your seat. Offering regulation, pre-packaged concession fare like hot dogs, popcorn and snacks, infrastructure became challenging due to small kitchen sizes and the inability to bring this product to every fan according to Mike Conley, the Cavs’ chief information officer. During their 2015-2016 championship run, the Cavs tried an in-seat delivery service for 5,000 premium ticket holders through a different company, where a QR code allowed fans to add in their seat info, credit card number and order. The concept of mobile ordering and food and beverage delivery is something the Cavs have twice tried before without the scalable, tangible results they were looking for.
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