West Ham United FC

"The system was easy to set up and install. Through face to face meetings, online guidance notes, webinars and calls we were guided through the process." - Wayne Maxwell, Head of Operations, West Ham

About

Who do you work for, what do they do and what is your role?

I manage the day to day operations of the West Ham United Foundation, ensuring our delviery is a fun, safe and efficient as possible. The Foundation uses the hook of football and wider sport to create opportunities for people to change their lives. We also have a brand new 3G artificial pitch at our site in Beckton that is used for a wide range of community programmes and private hire.

The Challenge

How did your sports ground booking and management processes work before?

"Previously we had a manual system which consisted of various systems, excel spreadsheets and lots of human intervention. This left room for error and was not an efficient process."

What did you feel needed improving?

"We needed to improve the customer journey front end experience, ensuring the system was low effort, quick and clear to navigate. Back-end we needed a system that was user friendly and reduced administration time."

Why did you choose OpenPlay over others?

"OpenPlay was the best fit for our challenge. We identified the need for a specific system to manage this process. The user friendliness, full automation of bookings and refunds and value for money were also key factors."

The Process

How was the onboarding process - how easy was set up?

"The system was easy to set up and install. Through face to face meetings, online guidance notes, webinars and calls we were guided through the process. There was a definite genuine sense that the system is there to support your business."

Updates- how quickly were any adjustments made for you?

Updates and changes were completed quickly. Though the system is automated and will suit most organisations requirements, there is definitely flexibility to ensure the user gets the required function.

What is OpenPlay’s support like?

"The OpenPlay support team are very good. If I ever had a question or a problem I was able to get someone on the phone straight away and they resolved the issue very quickly."

Result

Are you seeing a reduction in your pain points?

"We are new to the system but have certainly seen improvements in the bookings process. We are spending less time solving challenges and investing time in administration."

Have you seen an increase in awareness of your facilities?

"Though we are in the early stages of marketing our new pitch we have seen some increase in bookings. As we seek to increase the awareness of the facility the system will be a key part of ensuring the booking process is as low effort as possible our customers."