How New York Red Bulls Streamlined Matchday Operations and Fan Safety with Raven Controls

The New York Red Bulls have transformed their matchday operations by partnering with Raven Controls, a real-time incident and event management platform. From streamlined communication to enhanced guest safety, Raven has become an essential part of the club’s event-day success.

Challenges Before Raven Controls

Managing event operations across a large venue came with significant challenges. The team juggled multiple disconnected platforms to track incidents, manage checklists, and share updates. According to DJ McCaffery, Director of Stadium Operations,

“We were using several systems at once, and things were either getting double-covered or completely missed.”

This fragmented approach led to confusion, inconsistent communication, and tasks falling through the cracks — especially on busy matchdays. Operational silos made coordination difficult, with limited visibility across teams and unclear accountability.

Catalyst for Change: Rethinking Command Operations

A full-scale review of the stadium’s command post revealed the inefficiencies caused by siloed tools and disconnected workflows. The team realised they needed a platform that could unify communication, reporting, and dispatch in one central system.

“That review made it obvious — we had to find a more efficient, more transparent way to handle matchday operations,”

McCaffery notes. The goal was clear: simplify reporting, increase accountability, and improve responsiveness in real time.

Why the New York Red Bulls Chose Raven Controls

When evaluating potential solutions, Raven Controls stood out. The onboarding process was not just supportive — it was collaborative. “From the very beginning, Raven made it clear they weren’t just handing us a system — they were in this with us, ready to build it around how we work,” McCaffery explains.

The team appreciated Raven’s willingness to iterate based on feedback and to act as an extension of their operational staff. This sense of partnership and adaptability was key to the decision.

A Tailored Implementation Experience

Implementation wasn’t a generic software rollout — it was hands-on and purpose-built. Raven’s team spent time onsite, observing how the venue operated on matchdays and translating existing processes into the platform.

“They came onsite, watched how we worked, and built the platform around that,” says McCaffery. “It wasn’t a one-size-fits-all solution — it was designed with us in mind.” This ground-up build ensured all critical procedures were captured, and adjustments were made quickly to fit real-world needs.

Tangible Improvements in Incident Management

Since switching to Raven, the New York Red Bulls have seen clear operational gains. The system’s digital timestamps create a complete trail from issue creation through resolution, which has significantly improved response times for security and cleaning teams.

“We’ve cut response times significantly,” McCaffery explains.

“Now, we know exactly when something’s been dispatched, acknowledged, and resolved — it’s all right there in the system.”

Task checklists are more precise, and staff arrive show-ready thanks to structured, trackable workflows.

Engaging Fans to Improve Venue Safety

One standout improvement has come from implementing Raven Eye, the platform’s guest reporting feature. Text lines displayed in restrooms and on video boards empower fans to alert staff about issues — from spills and broken seats to unruly behaviour or simple information requests.

“The fan response through Raven Eye has been huge,” says McCaffery.

“It’s given us eyes everywhere and helped us deliver a better, safer experience.”

The platform has even helped the team address general inquiries, such as directions to amenities or transportation support.

A Culture of Continuous Improvement

The collaboration between Raven and the New York Red Bulls continues well beyond software updates. Raven facilitates quarterly forums that allow sports and entertainment clients to share strategies and learn from each other.

“They check in on event days, just to make sure things are going smoothly,” McCaffery shares.

“That kind of support is rare — and it makes a big difference.”

With an always-open feedback loop, the platform continues to evolve alongside the needs of the venue.

Advocacy and Outlook

The New York Red Bulls have become strong advocates for Raven Controls, offering site visits to other venues and sharing their experience with the platform in action.

“We’ve welcomed others in to see the platform live,” says McCaffery.

“The reaction is always the same — people are blown away by how thorough and effective our setup is.”

From checklist depth to reporting accuracy, the New York Red Bulls are setting a new standard for event-day operations.

Conclusion: A Game Changer in Matchday Operations

Raven Controls has fundamentally reshaped the way the New York Red Bulls manage events. What was once a fragmented, reactive operation is now unified, efficient, and proactive.

“The Raven experience has been second to none,” McCaffery concludes.

“Their daily engagement and real-time support have truly elevated our matchday operations. Our success is their success — and it shows in everything they do.”

For the New York Red Bulls, Raven isn’t just a tool — it’s a trusted partner powering a new era of matchday excellence.