Enhancing Live Event Experiences with Twilio's SMS API: A Case Study on Experience
Technology Category
- Application Infrastructure & Middleware - Event-Driven Application
- Robots - Wheeled Robots
Applicable Industries
- Equipment & Machinery
- Telecommunications
Applicable Functions
- Sales & Marketing
Use Cases
- Real-Time Location System (RTLS)
- Track & Trace of Assets
Services
- System Integration
About The Customer
Experience is a technology platform founded in 2011, with its headquarters in Atlanta, GA. The company helps live event attendees personalize their experiences by offering unique rewards and seat upgrades. Experience's mobile application works with both national and collegiate sports teams nationwide, offering sports teams, venues, and live event promoters the ability to enhance a fan's experience at live events. The teams also market the offers via email, signs placed throughout the stadium, and occasional ads on the Jumbotron. Experience's customers are primarily sports fans who attend live events and are interested in enhancing their experience through unique rewards and seat upgrades.
The Challenge
Experience, a technology platform that personalizes live event experiences for attendees, faced a significant challenge. The company wanted to allow customers to make purchases via text message, but integrating this feature without overburdening their development team was a daunting task. Experience's mobile application offered sports teams, venues, and live event promoters the ability to enhance a fan's experience by offering unique rewards. However, these offers could only be delivered through a mobile website, and fans who wanted to upgrade their seats had to navigate through the team's website on their mobile browsers, find the seat upgrades they wanted, and pay for them. Experience knew that text messaging would greatly enhance this offering, but they also needed a short code for high-volume text-messaging applications, a process they knew to be burdensome.
The Solution
Experience decided to use Twilio's SMS API to solve their SMS challenge. This allowed them to add text messaging to their application in a matter of hours and move the new feature into production in a matter of days. Experience's mobile app now lets fans at a game or live event pay to upgrade their seats in real time. The technology predicts which ticket holders are likely not to show up to a given event, then uses text messages to deliver upgrade offers to people in the stands who have opted in to receive them. When a fan receives the offer via text message and chooses to upgrade, Experience's system instantly knows that their seat has become available and proceeds to offer it to someone else. Teams with VIP programs use Experience to communicate with their VIPs, offer them loyalty rewards, and upsell them on memorable activities.
Operational Impact
Quantitative Benefit
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