Optimizing Stadium Workflows and Fan Experience

This case study examines how FC Cincinnati redefined their operational approach at TQL Stadium by implementing Raven Controls - a powerful incident and operations management platform. Faced with system inefficiencies and low staff engagement in existing tools, the team needed a partner that could provide not just software, but a collaborative solution. With Raven, they gained more than a system - they gained a partner committed to evolving with their needs.

Challenges Before Raven Controls

Before partnering with Raven Controls, FC Cincinnati struggled with low adoption of their existing management system, leading to fragmented reporting and limited visibility. “It was obvious that without it, we were not utilizing our resources or the system to their best effect,” said Bill Wiswesser, Senior Vice President of Facilities and General Manager of TQL Stadium. Reports were often sparse in detail, and information was siloed - sometimes confined to a single device or handwritten and stored in hard-to-access locations. These limitations hindered both event-day and non-event-day operations.

Catalyst for Change: Addressing Systemic Inefficiencies

While there wasn’t a single event that triggered the shift, the accumulation of inefficiencies and lack of accountability underscored the need for a more robust solution. Raven Controls emerged as the clear choice. “The product and its capabilities were a better financial deal for what we needed in a system,” Wiswesser explained. Just as important was Raven’s collaborative approach.

“The eagerness to build a product together is what stood out. My prior experience with them showed they maintained that mentality of partnership - and my staff bought into it.”

Why FC Cincinnati Chose Raven Controls

Three key factors influenced the decision: 

• Value and Functionality: Raven offered powerful features at a cost-effective price point. 

• Growth-Oriented Partnership: The team was eager to build a tailored solution alongside FC Cincinnati. 

• Trust Through Experience: Previous work undertaken with Raven had already proven the company’s commitment to collaboration and support.

A Smooth and Supported Implementation

Raven’s team provided hands-on guidance throughout the transition process. “They made the transfer of information simple and were there whenever we needed assistance,” said Wiswesser. That high-touch support has continued beyond the initial rollout, ensuring that the platform evolves with the team’s needs.

Tangible Improvements in Incident Management

Since integrating Raven, TQL Stadium has experienced notable gains in efficiency and oversight: 

• Detailed Incident Reporting: Reports now include richer descriptions, as well as photos and videos - all centralized in one system. 

• Expanded Use Cases: Beyond event-day operations, Raven now facilitates guard tours, delivery tracking, and lost-and-found workflows. 

• Improved Package Tracking: FC Cincinnati now have a shared database that can be referenced, reducing missing packages and making video review more efficient.

• Streamlined Guest Services: The formalized lost-and-found system has enhanced both staff processes and guest satisfaction.

Feedback that Drives Product Evolution

FC Cincinnati has played an active role in shaping Raven’s roadmap. “They’re great at asking for thoughts and figuring out if suggestions make sense for the wider user base,” said Wiswesser. Even when suggestions aren’t immediately implementable, Raven helps find alternative paths and engages in ongoing discussions around technology integration.

Boosting Safety Through Visibility and Engagement

Raven’s technology has significantly enhanced safety for both guests and staff by introducing a more transparent and responsive approach to incident management. The introduction of the text reporting feature allows both fans and staff to directly raise concerns or report issues. While adoption has steadily grown since launch, every message received is quickly addressed and seamlessly added to the event’s incident log.

One of the key improvements has been the increased visibility of security guard tours. Previously, these were primarily tracked by our security provider alone. Now, Raven enables stadium staff to monitor these tours in real time, ensuring that everyone is better informed and able to respond proactively.

As Wiswesser noted,

“The staff at the stadium now have more visibility into the tours, so everyone is in the know earlier and can address issues quickly.”

The platform has clearly boosted responsiveness and empowered a more proactive approach to safety.

Conclusion: A Strategic Partner in Operational Excellence

For FC Cincinnati, the greatest value lies in Raven’s flexibility and future-focused design. “Their ability and desire to integrate with other leading tech platforms to improve their product is something that separates them from others,” Wiswesser concluded.

What began as a response to fragmented systems has evolved into a fully integrated and collaborative solution. Raven Controls has become a vital part of FC Cincinnati’s operations - enabling smarter workflows, stronger accountability, and better fan experiences.

“Raven has delivered a level of support and adaptability that’s rare to find. Their partnership approach has made a lasting impact on how we manage our stadium - and how we plan for the future.” - Bill Wiswesser, SVP Facilities & Stadium GM, FC Cincinnati.