GTECH COMMUNITY STADIUM

Brentford, England

Images: Kappture

Brentford Football Club, a renowned professional football team in the English Premier League, looked to enhance fan experience and optimise operational efficiency within their new stadium. To achieve these goals, Brentford partnered with Kappture to implement their hospitality technology system. This case study examines the successful utilisation of Kappture’s system at Brentford Football Club, highlighting the key benefits and outcomes achieved.

Upon moving to their new stadium, Brentford Football Club adopted Kappture’s system to to help improve the fan experience and streamline operations. The implementation included a total of 161 licenses, comprising 130 fixed terminals, seven mobile handheld payment devices, and 24 self-service kiosks

“We are thrilled with the benefits that Kappture has brought to our stadium over the past three seasons, particularly the ease of use in our back office operations and the implementation of self-service kiosks in the concourses,” said Mike Morris, Technology Director, Brentford FC.

“The Kappture system has significantly streamlined our processes, allowing us to focus on delivering an enhanced experience for our fans. The self-service kiosks have been a game-changer, providing our supporters with a seamless and convenient way to place orders and saving them valuable time during match days.

“Working with the Kappture team, we have consistently delivered market leading, agile solutions. We are pleased that our partnership has had a positive impact on our operations and fan satisfaction.”

Brentford Football Club implemented PAX handheld devices in their hospitality areas, transforming their waiter service and elevating the overall fan experience. With the touch of a button, waiters can seamlessly take orders from customers, which are then instantly transmitted to the kitchen and bars for order fulfilment. This efficient process eliminates the need for waiters to waste time returning to the bar to submit orders manually, allowing them to focus on serving customers and providing a premium experience. By leveraging the PAX handheld devices, Brentford has empowered their waitstaff to deliver prompt and personalised service, ensuring that fans receive exceptional hospitality throughout their visit.

To consolidate all stadium data into a single comprehensive dashboard, Kappture seamlessly integrated with the Brentford FC stadium data lake. This integration enables real-time access to critical data, including sales figures and fan preferences. The consolidated dashboard provides managers and directors with quick access to key performance indicators (KPIs) related to match-day sales, empowering them to make data-driven decisions and optimize operational strategies. The installation of self-service kiosks in the concourses of the stadium has significantly streamlined the ordering process for fans. These kiosks allow fans to place orders at their convenience and choose collection points, eliminating the need for lengthy queues. Moreover, the kiosks facilitate pre-orders for half-time, giving the catering teams visibility into upcoming orders and allowing them to prepare in advance. This dual functionality saves fans valuable time, reduces waiting times, and improves overall operational efficiency.

The Kappture system provides a comprehensive KPI dashboard tailored for managers and directors at Brentford Football Club. This dashboard offers real-time insights into match-day sales, enabling stakeholders to monitor performance, identify trends, and make informed decisions. The ability to access vital information at a glance enhances operational agility and supports strategic planning for future matches and events.

The implementation of Kappture’s system at Brentford Football Club has increased the fan experience and improved operational efficiency. The integration of self-service kiosks, and real-time data analytics has empowered fans with a wider menu selection, reduced waiting times, and increased overall satisfaction. Moreover, the quick KPI dashboard and BI integration has enabled managers and directors to gain valuable insights into match-day sales and make data-driven decisions to optimise operations. Brentford Football Club’s collaboration with Kappture exemplifies the successful utilisation of innovative technology to enhance fan engagement and drive operational excellence in the sports and entertainment industry.