Overview
As part of a broader initiative to modernize internal operations, The Cincinnati Reds set out to identify manual processes that could be made more efficient and customer-friendly. One area that quickly stood out was how they managed payments and logistics for special events and game-day catering.
The Challenege
The Reds had long managed special event payments through phone calls and paper trails. Staff would collect credit card numbers over the phone and walk them to accounting for manual processing—a slow, inefficient, and insecure process. There was no centralized system for customers to view upcoming events, track payments, or split costs with others.
Change was sparked when a team member used a local brewery’s online events portal and saw the benefits of a streamlined, digital experience. That firsthand comparison highlighted how outdated the Reds’ current system was and led to a renewed internal push to modernize their Special Events workflow.
The Solution
The Cincinnati Reds partnered with our team to bring several key customer-facing processes online. The centerpiece of this transformation was the launch of a new Special Events Portal, built to provide customers with a simple, secure, and transparent way to manage their events.
Special Events Portal
This custom portal enables Reds customers to:
- Log in and view all upcoming events linked to their account.
- Track payment statuses, due dates, and past receipts in one place.
- Make secure credit card payments online—eliminating the need for phone-based transactions.
- Add Guest Users to events, allowing multiple individuals to view and manage payments collaboratively.
The portal replaces outdated workflows with a seamless experience that puts customers in control while reducing administrative burden for internal staff.
Hospitality and Suite Catering Portals
In addition to the Special Events Portal, we developed two more portals to support game-day food and beverage operations:
- Hospitality Catering Portal: Customers can log in to select menu and drink package options for hospitality spaces prior to game day.
- Suite Catering Portal: Suite holders and guests can customize their event-day experience by choosing food and drink offerings directly through the portal.
These tools streamline ordering, reduce last-minute changes, and ensure a consistent, high-quality experience across all hospitality areas.
Results
- Faster, safer payments with no more handling sensitive data by phone.
- Reduced administrative overhead for The Reds’ accounting and events teams.
- Greater visibility and control for customers, with the flexibility to manage shared payment responsibilities.
- A strong foundation for continued digital innovation in customer service and event operations.
What began as an internal review of manual processes turned into a full-fledged digital transformation for The Cincinnati Reds. Inspired by a modern solution at a local brewery and driven by a desire to improve the customer experience, The Reds replaced outdated systems with sleek, purpose-built portals. Today, they’re not only operating more efficiently—they’re setting a new standard for what professional sports organizations can offer fans and partners off the field.