How first direct arena Transformed Operations and Guest Feedback with Raven Controls

This case study explores how first direct arena revolutionised its approach to operational logging, incident response, and guest feedback by implementing Raven Controls – a leading platform for incident and operations management.

Challenges Before Raven Controls

Prior to implementing Raven Controls, first direct arena used Word and Excel-based documents to manage operations and communications. While this approach supported the venue’s operational needs, it presented challenges in terms of efficiency, access, and consistency:

• Manual Processes: Operational logs and reports were managed using basic office tools, which made tracking and compiling data time-consuming.
  
  

• Limited Centralisation: Without a unified platform, teams often worked in silos, making shared visibility more difficult.
  
  

• Document Version Control: Paper-based checklists and manually updated logs risked outdated information circulating in live event environments.

With Raven, the venue transitioned to a more robust and structured logging system that not only captures operational incidents but also serves as a powerful tool for maintenance tracking, empowering all staff to log issues, upload photos, and receive updates on progress and resolution.

A Focus on Improvement, Not Just Necessity

Unlike many organisations that adopt new systems in response to problems, first direct arena saw Raven as an opportunity to elevate existing processes, with Head of Operations Kerryn Duckworth noting, “We weren’t desperate for a solution - we were simply looking to improve. Raven gave us the tools to do exactly that.”

Why first direct arena Chose Raven Controls

Several factors contributed to the decision to implement Raven:

• Enhanced Control and Situational Awareness: A key driver in selecting Raven was the need for tighter control over documentation and operational processes. The platform ensures that only up-to-date information enters circulation, while also supporting greater situational awareness in the Event Control Room - enabling teams to make faster, more informed decisions in real time.
  
  

• Ease of Use: Staff found the system intuitive and easy to adopt across departments.
  
  

• Flexibility: The platform allowed for wide-ranging use cases – from incident logging to lost property tracking.
  
  

• Engaged Partnership: Raven demonstrated a clear commitment to collaboration, responding quickly and transparently to feedback and suggestions.

Hands-On Support During Implementation

The venue describes the onboarding process as “hand-holding in the best possible way.”

Key highlights included:

• Guided Walkthroughs: Raven’s team provided multiple training sessions to ease the pressure of learning a new system.
  
  

• Checklist Setup: Raven took ownership of building checklists, reducing stress and saving time for operational leads.
  
  

• Engagement with End Users: The team worked directly with on-the-ground staff to ensure a smooth and confident transition.

Real-Time Logging and Customer Service Impact

With Raven Controls now embedded into daily operations, the impact on incident and service management has been substantial:

• Real-Time Updates: Issues can be logged and updated instantly, complete with images, timestamps, and user accountability.
  
  

• Claims and Complaints Management: Raven’s audit trail supports the customer service team in reviewing and responding to historic incidents.
  
  

• Wider Use of Raven Eye: QR codes throughout the venue allow guests to report issues or share feedback via WhatsApp - even without staff assistance.

One notable example includes a guest request regarding the accessibility of restrooms for stoma patients. The feedback, captured through Raven Eye, led to direct conversations, infrastructure changes, and ultimately a return visit from a satisfied guest who praised the improvements.

Open Dialogue and Ongoing Development

Raven maintains an open line of communication with first direct arena, supporting operations through scheduled monthly calls and responsive, ad hoc assistance. Teams know they can reach out at any time and receive fast, effective support.

A culture of open and constructive feedback underpins the relationship, with suggestions - such as the introduction of a report download button - actively discussed and implemented where feasible.

As Kerryn Duckworth, Head of Operations, explains, the arena team "feel truly listened to - even when suggestions aren’t possible, we always get an honest and thoughtful answer."

This approach, combined with Raven’s commitment to data integrity and transparency, ensures all users have access to accurate, trustworthy information that fosters confidence and accountability.

Enhancing Safety and Staff Confidence

Raven has made a measurable impact on venue safety protocols and staff workflows:

• Guard Patrol Tracking: Routine checks are logged using QR code scans, removing ambiguity and creating clear audit trails.
  
  

• Compliance Support: All checklists and updates are time-stamped and non-editable, helping enforce policy adherence.
  
  

• Cognitive Offload for Staff: Reminders, checklists, and logs reduce the need for staff to rely on memory during high-pressure events.

Broad Functionality and Day-to-Day Advantages

From daily operations to guest communication, Raven now plays a central role in venue life:

• Lost Property Tracking: Items that have been lost or left behind, can be logged, tracked, and retrieved with full transparency - streamlining a process that was once time-consuming and manual.
  
  

• User Group Control: Permissions and access can be customised easily, ensuring the right people see the right information.
  
  

• Seamless Support Experience: The Raven team’s responsiveness, expertise, and consistent professionalism have fostered a reliable and collaborative working relationship.
  
  

• Sustainability: A notable benefit has been a reduction in paper usage across safety checks, incident reports, and operational logs. With Raven, the arena has made strides toward greener practices, supporting the venues broader commitment to environmentally responsible operations.

Conclusion: Operational Clarity and Guest-Centric Innovation

The partnership between Raven Controls and first direct arena has delivered a flexible, user-friendly solution that enhances operations, guest interaction, and staff empowerment.

As Kerryn Duckworth, Head of Operations at first direct arena, explains:
“Raven has massively changed how we manage maintenance and incidents. It’s helped us prioritise what matters most — delivering a safe, efficient, and responsive environment for our guests.”

With Raven now an integral part of daily operations, the venue continues to push for higher standards - confident in having the right tools in place to make it possible.