CIO Spotlight: Saint Luke’s Debe Gash reveals how the right mobile presence builds loyalty and drives engagement
I’m thrilled to announce that Saint Luke’s Health System, our premier healthcare customer, today launched the new “mySaintLukes” mobile app to connect patients, visitors and employees to the hospital services and information they need, across all 10 Saint Luke’s campus locations plus hundreds of additional ambulatory locations.
Since we announced our partnership with Saint Luke’s earlier this year, we’ve integrated the hospital’s multiple mobile apps into mySaintLukes, a new single application that gives patients, visitors and employees instant access to important information and services, including:
● Personal health information through the Epic MyChart patient portal
● Telemedicine services with MDLIVE
● Centralized access to Saint Luke’s concierge services and billing
● Real-time online appointment booking via Zocdoc
● Turn-by-turn in-hospital wayfinding and notifications of special services via BLE-powered Aruba Beacons and the Meridian Location Services Platform from Aruba HPE
● Coming soon - Localytics in-app messaging, food, beverage and gift shop order ahead, and delivery services to rooms
Saint Luke’s is at the forefront of the healthcare industry starting to see stronger consumer demand for mobile access to medical records, doctor scheduling, telehealth services, and more. This demand will drive a shift toward connected health technologies, a market projected to hit $117 billion by 2020, and where 86% of clinicians say mobile apps will be central to patient health.
In addition to being a technology-forward hospital, CIO Debe Gash and her Saint Luke’s team had a vision to make visiting their locations as easy and convenient as possible. We’re so glad they adopted a mobile-first environment with VenueNext to make that a reality and put patients, visitors and employees in control of their health care. Saint Luke’s is a shining example for the healthcare industry and is already driving adoption of our technology in this market. We can’t wait to see what’s ahead as we expand further into healthcare.
MY SAINT LUKES APP AVAILABLE NOW
After three years of building momentum across venues, stadiums and hospitals in the U.S., I’m excited to announce that VenueNext is expanding to Europe. We’ve just signed a partnership with Shared Access, an independent owner and operator of shared wireless infrastructure, to bring our game-changing platform to venues across Europe.
After more than a year of looking at the European market, we’ve found the right partner in Shared Access. Beyond developing and installing the VenueNext platform, Shared Access will work with site and venue owners at European stadiums, masts, shopping centers, tunnels, and airports, to invest in the acquisition, design and support of shared wireless communication infrastructures.
From Ian Wright, former Arsenal and English professional football player: “Shared Access and VenueNext will deliver connectivity to fans and clubs that is essential to keeping fans engaged, especially the growing youth market, which improves the overall user experience and also boosts revenues for clubs.”
We look forward to working with Shared Access to enhance the European fan experience, as well as provide valuable data insights for venue owners to increase revenue and improve business efficiencies.
Stay tuned for more news to come out of Europe!
We’re thrilled to announce our newest NBA customer, the Charlotte Hornets. Hornets Sports & Entertainment will implement the VenueNext platform and deliver an all new Hornets fan mobile app that will launch at Spectrum Center in October for the 2017 - 2018 season. The new app will truly be an all-in-one mobile experience - Hornets fans will be able to conveniently access ticketing and payments, as well as food, beverage and retail ordering, right from their phones. They can also use the app during or between games as their main source of real-time scoring and stats, as well as team news and social media.
From Hornets Sports & Entertainment’s President & COO Fred Whitfield: “We look forward to introducing our fans to the increased mobile capabilities provided by VenueNext. We are constantly looking for ways to enhance the guest experience at Spectrum Center and the VenueNext platform offers us a significant change in technology. With these upgrades, our visitors can use their phone to not only enter the arena, but also to order and pay for concessions and retail. They don’t even need to bring their wallets.”
While additional features are expected to be added during the season, one perk that Fred and his team are particularly excited to bring to fans by the home opener is mobile ticketing - before the game, fans will be able to use the VenueNext app to purchase tickets and transfer them to others, as well as simply scan their phone to enter the arena on game day. Inside the arena, patrons can spend more time watching the game and less time in concession and merchandise lines.
Fans will also be able to purchase Hornets VIP experiences. Previously limited to groups and select clients, now more fans can be on the court with the team during the national anthem or high-five players as they come out of the tunnel for warmups.
While the experience that VenueNext and the Hornets will bring to fans will be second to none, we also look forward to the benefits for Hornet Sports & Entertainment, including gaining real-time, valuable data insights that can help the organization make more informed operational decisions to both maximize profits across the board and delight fans.
We are excited to announce our newest NBA customer, the Minnesota Timberwolves and our first WNBA customer the Minnesota Lynx! The teams will be rolling out the VenueNext platform at Target Center this fall with an all new mobile app experience for fans to make their game day more enjoyable.
The Timberwolves CEO Ethan Casson was formerly with the SF 49er’s management and worked with VenueNext during the inception and debut of the platform at Levi’s Stadium in 2014. He is very excited to bring the cutting-edge technology to Target Center for fans beginning with the 2017-2018 season. The new unified mobile app experience for both teams at Target Center will connect fans to team content, digital ticketing, arena information and more all in one place.
Timberwolves & Lynx CEO Ethan Casson had this to say about the partnership: “We’re thrilled to partner with VenueNext and look forward to rolling out these new state-of-the-art apps to our fans. With 80 percent of our fanbase entering the arena on game day using a mobile device, we wanted to find a way to better serve those individuals through personalized communication and an amplified fan experience. Having been a part of VenueNext’s inception, it’s exciting for me to continue working with this company and implement their technology for Timberwolves and Lynx fans.”
The teams and VenueNext will look to grow the technology capabilities over time and explore ways to add even more functionality to the apps. They are especially excited for opportunities to provide enhanced services for their most valuable fans, about the data our platform generates and the real-time business insights they can glean during game time and beyond to improve operational strategies and decisions.
Stay tuned for more exciting news coming this summer.
Today, VenueNext achieved a major company milestone and announced our expansion to the healthcare industry with our new customer Saint Luke’s Health Systems. We have always planned to expand beyond sports & entertainment and hospitals are a perfect fit for our technology platform. When visiting a hospital as a patient or guest it is usually under stressful circumstances (even when welcoming a new baby!) and having to figure out where to park, find the right building, get to the correct room, access your health records, find food and beverage, etc. can be very confusing and overwhelming.
Today at Saint Luke’s hospitals and health centers patients and guests have a myriad of mobile apps to help them find their way around the campus, access hospital information, schedule appointments, access their patient portal and other services. But, it is inconvenient for them to have to download multiple apps to connect to all of these services and the experience is taxing which leads to low adoption.
Saint Luke’s came to VenueNext because they wanted an integrated, easy-to-use mobile experience for their patients and guests and they could not find any other vendor that could provide this level of expertise and technology prowess. Over the next couple months VenueNext will work with Saint Luke’s to integrate the hospital’s multiple mobile apps into a new single, easy-to use app that connects patients, employees, and visitors to the hospital services and information they need when visiting a Saint Luke’s location; including managing their health information through the Epic MyChart* patient portal, enabling telehealth services, navigating the hospital, expanding food and beverage ordering and more.
Saint Luke’s Chief Information Officer Debe Gash had this to say about the deal, “At Saint Luke’s we strive to provide our patients, visitors and employees with the best possible experience when visiting our campuses, and we are excited to work with VenueNext to improve upon our current mobile offering.”
We are just as excited to work with Debe and her team to deliver a new and improved mobile app experience at all of their ten locations in and around Kansas City and to have Saint Luke’s be our premier healthcare customer!
Today we are very excited to announce that we have been recognized by industry research leader, Gartner, Inc. and awarded a Gartner Data & Analytics Excellence Award for Best Use of Data in a Product or Service. The awards recognize excellence in data and analytics technology to drive best-in-class initiatives.
This award is in recognition for the amazing results we have delivered for our customers, specifically the San Francisco 49er’s who saw a $2 million dollar revenue gain and the Orlando Magic who increased ticket sales by over $1 million, both team results were from using VenueNext’s technology platform for their first season with us! Our platform provides valuable data insights that help the team engage better with fans and build upon their season ticket holders, as well as increase revenue to the bottom line through data-driven business decisions.
Six winners and 12 finalists were chosen from a pool of 152 submissions across all six categories. While the criteria were different for each category, all submissions were assessed by a team of Gartner analysts, and honorees were selected by benchmarking against world-class performance standards. Gartner looked for submissions with a strong organizational and leadership component, effective use of modern technologies, and most of all clear business outcomes.
We look forward to continue to deliver results for all of our sport and entertainment customers and our upcoming expansion into the healthcare market to help improve upon the patient and visitor experience at hospitals.
Feeling safe in public places and large venues is of paramount concern for everyone today. Feeling safe at a venue could be safety from slipping on a wet floor or in a more dire, life-threatening situation.
That’s why we’re excited to announce a partnership with LiveSafe, the world’s leading mobile safety communications platform, to help make venues safer by empowering fans to discretely, and in real time, report intelligence about security and safety issues. LiveSafe’s safety and security solution is in use today at Levi’s Stadium, home of the San Francisco 49er’s, and VenueNext will offer its functionality to all of its customers in 2017.
The new safety feature is seamlessly integrated with the Levi’s Stadium mobile app and allows guests to anonymously report safety concerns, suspicious activity, medical assistance, unattended packages and more to Levi’s Stadium security officials. Users are also able to interact with security officials through two-way communications and send photos, videos and audio to provide specific details.
“The safety and security of every visitor to Levi’s Stadium is the top priority for me and my team whenever we open the building,” said Jim Mercurio, San Francisco 49ers VP of Stadium Operations and General Manager. “It’s imperative that we take every precaution to keep our guests safe and LiveSafe provides another opportunity to empower our guests to report incidents quickly, with privacy and convenience.”
LiveSafe was launched in 2013 and was borne out of the desire to empower anyone to help keep communities safe. It was founded by Shy Pahlevani, a victim of a violent robbery, and Kristina Anderson, who was injured in the Virginia Tech shooting. The two collaborated and pursued the idea of using crowd sourced intelligence to engage communities to help prevent incidents and improve safety. Having more intelligence inputs makes for faster response and resolutions on security issues before they escalate.
“With this feature, we enable the fans in the venue be the eyes and ears for security,” said John Paul, CEO and founder of VenueNext. “With LiveSafe, fans can feel confident that they have security officials at their fingertips in case of an emergency.”
The new feature will complement the existing features of the Levi’s Stadium app, which fans already use to enter the stadium with mobile tickets, order in-seat food and beverage delivery, order merchandise express pickup watch instant replays and more.
We look forward to working with our customers to roll out LiveSafe functionality at all of the VenueNext-powered stadiums in 2017 and bring peace of mind to fans and guests who visit any of these venues.
So you’ve gotten through the budget approval process and executive review on adopting a brand new innovative technology platform that is going to transform your business. The real journey is now just beginning. Leading all the right internal stakeholders through the implementation phase is one of the most important pieces of this process. Communication is key during this phase, and getting everyone literate and comfortable with the new technology can be tricky and labor intensive, but it doesn’t have to be if you have a thoughtful plan.
Through our work and experience in the trenches with leading sports and entertainment brands like the San Francisco 49ers, Orlando Magic, Minnesota Vikings, New York Yankees, Churchill Downs and more, together we’ve learned some of the best practices for a smooth and successful implementation.
Identify and agree upon goals, priorities and a timeline at the onset of the project. Think about what most excites the team about the platform and will have the biggest impact on customers and the business. Prioritizing features that align with your goals will help you achieve those goals better than trying to tackle too many features at one time.
Provide in context examples of how the technology solves a problem. A presentation to hundreds of people is a good scene setter, but there’s nothing like having employees be able to relate how the technology will be used in the context of their daily activities. Making sure your staff sees it in action in your business is essential for them to understand, and feel comfortable with, using the technology.
Work with your internal communications to help build excitement about how this new technology will make a difference to your business and fans— especially around customer experiences. When your employees are excited about it, chances of success are higher. For example, hosting a dry-run with employees to test the technology can be a fun way to show how it works during a low stakes simulation. Also, be aware of how the new technology will affect other parties in the venue. Building excitement with venue vendors, or other groups that will be involved in making it successful, is also important.
Share simple How To videos, screenshots of the technology in use, training courses, easy-to-use documentation and referral pieces from the technology vendor to help your employees understand how to use the technology that aren’t complicated makes formal initiatives less intimidating. For example, videos may help cashiers walk through how to use an order management system. Technology vendors can make a portal for customers to access all of these materials in one place — like a login for customers on a technology vendor’s website to access these materials. Additionally, it helps to identify an internal team member who understands the technology well to provide support to other employees when needed.
Be sure not to overwhelm functional leaders. Build up knowledge through practicing the basics first, and adding additional complexity from there. VenueNext likes to be onsite with clients when the customer is beginning to test and implement the technology, but the ultimate goal for us is to teach our clients well enough to use the technology on their own.
Before implementing your new technology it’s crucial to test it in all scenarios before your launch date. It’s much less trouble to remove bugs before the technology gets into the hands of your users. Creating internal events around testing can not only make it fun, but it can make it even more of a learning experience for employees on how to use the technology. With testing, you can more easily identify the critical areas that require training. Testing before each event to make sure the technology is running smoothly is important too.
Identify your main point of contact up front before signing an agreement. Be sure to get commitment from your technology vendor that key support staff will be onsite for onboarding, at launch time and during important events. This support can help resolve issues more quickly. Having important dates on a calendar makes the overall process more organized as well.
Communication is key and the answer to troubleshooting issues — having the right processes in place and being responsive and in touch with your vendor during critical times is a great investment at the outset. VenueNext uses Slack to quickly collaborate with its own customers. Technology vendors should communicate as much as possible and let the technology vendors know you’re available when they have questions by sharing your contact information with the vendors.
So with onsite help during key technology implementation days, ample communication, sufficient testing, thought-out planning, internal excitement and more, adopting a new technology will be a much more seamless process for your company.
Have any tips or tricks to add to the list? Let us know in the comments section below.
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