Software AG Case Studies Miami Heat warms up fans by using the Digital Fan Experience Platform

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	Miami Heat warms up fans by using the Digital Fan Experience Platform Software AG

Miami Heat warms up fans by using the Digital Fan Experience Platform

Software AG

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services
Challenge	The Miami Heat, a renowned basketball team, was looking to transform the fan experience at its venue, the American Airlines Arena. The team wanted to increase season ticket sales by delivering personalized content and experience, boost in-venue spend by providing a frictionless experience, and grow revenue via a mobile app, that would also allow it to go cashless and ticketless. The team wanted to ensure every season ticket holder’s experience was fun and trouble-free, and to do this it needed to enhance the arena with a new physical/digital experience. It was important to the Heat to make the right investments for its new app and customer loyalty strategy. Read More
About Customer	The Miami Heat is a U.S. basketball team based in Miami, Florida. The team competes in the Eastern Conference Southeast Division of the National Basketball Association league and has won three NBA championships. The Heat’s home arena is the American Airlines Arena. Over the years, the Heat has spawned some of basketball’s biggest names, including Alonzo Mourning, Lamar Odom, Dwayne Wade, LeBron James and Shaquille O’Neal. The team is known for its innovative approach and has been called a starbuilder. Read More
Solution	The Miami Heat partnered with Raw Engineering to implement the Digital Fan Experience platform, powered by webMethods.io Integration. This platform allowed the team to have better control over their content and revamp its fan experience. The solution facilitated the design of a new mobile application that took the Heat from 30% mobile ticket sales to 83% within the first season. The key to this transformation lies in connectivity. Today, three NBA basketball teams provide their fans with customized, unique experiences thanks to Raw Engineering and webMethods.io Integration. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

Challenge

The Miami Heat, a renowned basketball team, was looking to transform the fan experience at its venue, the American Airlines Arena. The team wanted to increase season ticket sales by delivering personalized content and experience, boost in-venue spend by providing a frictionless experience, and grow revenue via a mobile app, that would also allow it to go cashless and ticketless. The team wanted to ensure every season ticket holder’s experience was fun and trouble-free, and to do this it needed to enhance the arena with a new physical/digital experience. It was important to the Heat to make the right investments for its new app and customer loyalty strategy.

About Customer

The Miami Heat is a U.S. basketball team based in Miami, Florida. The team competes in the Eastern Conference Southeast Division of the National Basketball Association league and has won three NBA championships. The Heat’s home arena is the American Airlines Arena. Over the years, the Heat has spawned some of basketball’s biggest names, including Alonzo Mourning, Lamar Odom, Dwayne Wade, LeBron James and Shaquille O’Neal. The team is known for its innovative approach and has been called a starbuilder.

Solution

The Miami Heat partnered with Raw Engineering to implement the Digital Fan Experience platform, powered by webMethods.io Integration. This platform allowed the team to have better control over their content and revamp its fan experience. The solution facilitated the design of a new mobile application that took the Heat from 30% mobile ticket sales to 83% within the first season. The key to this transformation lies in connectivity. Today, three NBA basketball teams provide their fans with customized, unique experiences thanks to Raw Engineering and webMethods.io Integration.

Impact #1	The Miami Heat was able to provide a seamless experience for the business and technical teams, as well as a unique experience for the fans.
Impact #2	The team was able to explore and work with any number of vendors, quickly delivering the functionality they wanted.
Impact #3	The Heat was able to set a new benchmark in the fan experience.

Impact #1

The Miami Heat was able to provide a seamless experience for the business and technical teams, as well as a unique experience for the fans.

Impact #2

The team was able to explore and work with any number of vendors, quickly delivering the functionality they wanted.

Impact #3

The Heat was able to set a new benchmark in the fan experience.

Benefit #1	Mobile ticket sales up from 30% to 83% in the first season
Benefit #2	Higher in-venue spending
Benefit #3	Increased guest loyalty and satisfaction

Benefit #1

Mobile ticket sales up from 30% to 83% in the first season

Benefit #2

Higher in-venue spending

Benefit #3

Increased guest loyalty and satisfaction

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Overview

Miami Heat warms up fans by using the Digital Fan Experience Platform

Operational Impact

Quantitative Benefit