INTRODUCTION
Since partnering with App8 in 2022, the Ottawa Titans baseball club has stepped up to the plate to improve the game-day experience, reducing wait time in concession lines, and simplifying the suites pre-ordering process. By implementing App8’s digital ordering solutions, the Titans have seen a remarkable 85.5% rise in suite transactions and a 93% revenue increase in suites from 2023 to 2024.. Michael D’Agostino, the Titans’ Food and Beverage supervisor, has worked closely with the App8 team to integrate digital ordering into the stadium experience, achieving impressive results.
CHALLENGES
Before adopting App8, the Titans lacked a mobile ordering solution for fans, resulting in long concession lines and extended wait times. This made ordering less convenient and impacted the overall gameday experience. Additionally, their outdated suites pre-ordering process involved extensive email communication with guests, consuming valuable time and diverting focus from other operational needs. These challenges underscored the Titans’ need for a modern digital ordering solution to streamline service and boost guest convenience. “We’re growing, our numbers are growing. Therefore, unfortunately, the lines are getting longer. Which are good problems for us to have to figure out,” Michael said.
Michael D’Agostino
SOLUTIONS
To overcome these challenges, the Titans partnered with App8 to launch a top-down rollout strategy for concession pickup and suites pre-ordering.
Concession pickup
With App8’s mobile ordering solution, fans can order ahead and skip the lines, significantly reducing wait times while improving the overall game-day experience. To maximize fan awareness, the Titans invested in high quality marketing materials and prominently displayed QR codes throughout the stadium to boost visibility, ensuring that fans could easily access mobile ordering. They also restructured their concession areas by adding dedicated pickup lanes and clear signage, making it effortless for fans to pick up their orders quickly. These initiatives were pivotal in driving engagement and boosting mobile ordering adoption.
Suites pre-ordering
App8’s digital ordering solution simplifies pre-ordering for suite guests, allowing them to place orders ahead of game day with just a few clicks. By upgrading their suite pre-ordering process, the Titans improved operational efficiency, reducing time spent on back and forth emails and elevated the guest experience, enabling suite attendees to place and enjoy their orders with minimal effort. These improvements played a key role in increasing suite order volume and revenue.
Michael D’Agostino
RESULTS
Growth in digital ordering
- Suite transactions increased by 85.5% from 2023 to 2024.
- Suite revenue grew by 93% year over year.
- Overall digital orders in concessions increased by 2.3%.
- Total revenue increased by 52% year over year.
Key success factors
- Improved fan awareness: Additional signage and improved QR code visibility helped drive greater adoption of digital ordering.
- Simplified ordering process: Digital ordering made it faster and easier for fans to place orders, reducing wait times and improving convenience.
- Pre-order options for suites: Digital suite pre-ordering guaranteed sales, allowed for easier inventory planning, and improved the guest experience for groups.
CONCLUSION
Looking forward, the Ottawa Titans aim to further expand App8’s presence throughout the stadium, with plans to implement in-seat ordering and integrate all concession stands under the same digital ordering system. ‘We’ve built a really strong partnership with App8,’ Michael shared. ‘They’ve been responsive, receptive to our feedback, and have communicated effectively whenever issues arose. That’s the kind of partnership we value.’
