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MLSE: Elevating the Fan Experience Through Cutting-Edge Analytics and Operations Management

 

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About Maple Leaf Sports & Entertainment (MLSE)

Maple Leaf Sports & Entertainment (MLSE) is one of Canada's leading sports and entertainment organizations that manages an extraordinary portfolio, including nine sports and esports franchises and iconic venues such as Scotiabank Arena and BMO Field. What sets MLSE apart is not just its world-class venues, but its unwavering commitment to delivering unparalleled fan experiences. One of the supporting tools to this commitment to excellence is a comprehensive platform from 24/7 Software, including the recently introduced Advanced Analytics module.

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Before 24/7 Software

MLSE aimed to deploy a robust platform to support the exceptional fan experience at its two renowned venues. Its objective was to champion interactive fan engagement while prioritizing safety and security within its facilities. Its overarching goal was to streamline and elevate reporting processes, fostering a deeper comprehension and optimization of its operational activities.

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Now

With 24/7 Software, members of the security operations team now leverage dashboards within their recently established Integrated Operations Center to make real-time decisions, spanning from security and medical incident response times to overall venue operations. The incorporation of the Advanced Analytics module further enriches MLSE operations by providing data-driven insights.

seating capacity in Scotiabank Arena
seats at BMO field
in-event dashboards for real-time analytics and decision-making

A Glance Inside MLSE's World-Class Venues

Scotiabank Arena embodies the spirit of sports and entertainment excitement in Toronto. With a seating capacity exceeding 18,000, the arena transforms into a cauldron of energy during games and shows, setting the stage for historic moments.

BMO Field, nestled in the heart of downtown Toronto, is a soccer and football haven. With approximately 30,000 seats, it provides an intimate connection between fans and the game, creating an atmosphere that ignites the passion of soccer and football enthusiasts.

“We've had great feedback from our security operations stakeholders, who are excited to have dashboards in our new Integrated Operations Centre to make real-time decisions.”

Kaustubh Kapoor - Manager of Analytics | MLSE

MLSE's Unwavering Commitment to Excellence

MLSE's commitment to best-in-class experiences remains ceaseless. It understands that every detail matters when it comes to delivering unforgettable fan experiences and ensuring safety and security in its venues. That is why it has engaged support from the full suite of 24/7 Software's innovative solutions, contributing to the revolution of its operations management.

From the Incident Management System that enables swift response to incidents, to the Computerized Maintenance Management System that streamlines venue operations, MLSE continues to harness the power of technology to create efficient, fan-centric experiences.

The Security Guard Patrol Solution helps ensure that its venues are always safeguarded, while Mobile Applications empower its staff to remain connected and responsive throughout events. The Guest Experience Request Tracker is used to support a seamless, personalized experience for VIP guests, and the Live Mapping Tool offers real-time insights to optimize resource allocation.

“We created two in-event dashboards to measure security/medical incidents and their response times as well as overall venue operations. These are the two biggest points for us in providing an exceptional fan experience.”

Kaustubh Kapoor - Manager of Analytics | MLSE

Transformative Power of Advanced Analytics and Partner Integrations

The latest addition to MLSE's suite of technology from 24/7 Software is the Advanced Analytics module. This powerful tool provides real-time data-driven insights, helping MLSE anticipate and respond to trends during events.

Kaustubh Kapoor, Manager of Analytics at MLSE, shared the impact of this comprehensive approach: "We've had great feedback from our security operations stakeholders, who are excited to have dashboards in our new Integrated Operations Centre to make real-time decisions. We created two in-event dashboards to measure security/medical incidents and their response times as well as overall venue operations. These are the two biggest points for us in providing an exceptional fan experience. Overall, 24/7 Software’s Advanced Analytics product helps us to maximize the visibility for the generated visualizations.”

MLSE has also adopted 24/7 Software Partner integrations to help deliver further automation across its venue operations by integrating ticketing data to enhance investigative reporting in its Incident Management System. These integrations help bring unprecedented automation and allow it to better connect with its fans.

“Overall, 24/7 Software’s Advanced Analytics product helps us to maximize the visibility for the generated visualizations.”

Kaustubh Kapoor - Manager of Analytics | MLSE

A Legacy of Excellence

MLSE continues to set the standard in sports and entertainment. Its commitment to innovation, safety, and fan satisfaction remains unwavering. As it harnesses the full potential of 24/7 Software's suite of solutions, including Advanced Analytics, as supportive tools, MLSE reaffirms its position as a trailblazer in the industry.

In an arena where every moment counts, MLSE's legacy of excellence ensures that every visit to its world-class venues is nothing short of extraordinary. It has proven that by combining innovative technology with unwavering dedication, it can achieve the pinnacle of fan experiences while setting the stage for an even brighter future in the world of sports and entertainment.

Note: this case study was originally published by TheStadiumBusiness.