Paul Michael
Managing Director, Coventry Building Society Arena
Jack Wright
Financial Controller, Coventry Building Society Arena
The award-winning Coventry Building Society Arena isn’t only built for variety; it was one of the world’s first stadiums purpose-built for versatility at scale. Here’s how it manages its payments amid a fast-paced, complex environment.
The Arena has hosted the Rolling Stones, Bruce Springsteen, Harry Styles, The Killers, as well as the Olympics, Commonwealth Games and regular rugby internationals. It’s also home to Coventry City Football Club, which returns to the Premier League next season after 25 years, raising the profile (and commercial stakes) of matchdays even further.
The team can switch from a matchday to an exhibition within hours. With 32,609 stadium seats, a 40,000-capacity concert bowl, a 10,000-capacity indoor arena, over 20,000 square metres of exhibition and conference space, and an on-site 121-bedroom hotel welcoming international guests, wide payment choice matters for conversion and repeat bookings, and directly shapes the customer experience.
When the Arena upgraded its payment terminals, it also confronted an outdated payments setup that struggled to keep up with the pace and complexity of events attracting international crowds. That’s where Planet came in.
Flexible payments tech and setup that move with the venue
For an Arena that performs many roles, agility is a must. Payments need to be deployed and redeployed quickly as layouts change, pop-up bars appear and hospitality areas transform.
“We needed tech we could pick up and move around the venue easily, allowing us to capture as much revenue as we can,” says Jack Wright, Financial Controller, Coventry Building Society Arena. “We need to be able to change as and when the client needs. Planet has really allowed us to adapt.”
Contactless, cashless payments to keep queues moving
Speed and customer experience are commercial levers when service windows are short. With Planet’s integrated payments on handheld devices, teams can take digital, cashless payments quickly, support international payment choices and keep queues moving, without compromising control or security.
“The timeframe to serve customers is always tight,” says Paul Michael, Managing Director, Coventry Building Society Arena. “Fast devices with all the options mean we can serve as many customers as possible in that tight timeframe, improving customer satisfaction at the venue.”
The results show up in the numbers. “We’ve seen our spend per head increase. This is about the speed of transaction, queues improving and mixing capability and technology,” adds Paul. With attendances also rising, the Arena is focused on keeping throughput high without compromising the experience.
“Every event organiser is looking at how they could be more efficient and more creative, and they look to us for solutions. So, we need a partner who can create these solutions or steer us as the industry and habits change. We need them to do that creatively and flexibly, and that’s what we have with Planet,” says Paul.
wide payment choice matters for conversion and repeat bookings, and directly shapes the customer experience
Stadium-scale payments with a personalised fan experience
For the Arena, payments are now part of a broader customer experience strategy. “This actual journey started with us looking at that fan experience… how quickly can we make those transactions? What’s the future?” says Paul.
The venue is also building sustainability into day-to-day operations, moving to 100% non-plastic cups across the venue and stadium and upgrades such as LED lighting. Alongside commitments to local suppliers and community initiatives, it’s another example of how the Arena is modernising the matchday (and non-matchday) experience.
And as expectations evolve, the Arena wants partners that can evolve, too. “For me, it’s all about personalisation,” Paul adds. “We need to have a partner that could create those solutions… totally creative and flexible, and that’s what we believe we have with them.”
