JOIN THE TICKETING REVOLUTION

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1 252 Upper Third Street Milton Keynes, MK9 1NP +44 (0) JOIN THE TICKETING REVOLUTION

2 The Tickets.com project team have worked tirelessly with my staff at Midland Box Office to implement and providing new dimensions of ticket delivery at The Civic Halls Wolverhampton. They have been totally dedicated to the task and continue to work closely with us in all aspects of it s development. Mike Lloyd, Managing Director, Midland Box Office

3 Join the ticketing revolution... We know that the success of any arts venue rests with its ability to build long and successful relationships with its patrons and that for many, their first interaction with a venue comes through the purchase of tickets. Our aim is always to provide our clients with unsurpassed dedication and support. The systems that we design are proven to provide our clients with rich data that assists greatly in the marketing capabilities of the venue. In addition to this, the end user experience and ease of use is core to ensure venues are able to sell tickets quickly and efficiently, making the patrons experience and perception of the venue positive throughout the process. Any Services business should always be prepared to be judged by its record of success and its ability to retain clients and build meaningful, long term relationships. We believe strongly that our track record of working with venues to improve all aspects of their ticketing, data capture, CRM and marketing and the resulting commercial success is not only proven but unrivalled. Put us to the test. Invite us to show you how engaging with Tickets.com will deliver measurable business benefit to your organisation. Derek Palmer Managing Director, EMEA 3

4 An introduction to Tickets.com Tickets.com is an industry leading ticketing and marketing solutions provider to entertainment, sports and visitor attraction venues around the world. Tickets.com is a wholly owned subsidiary of MLB Advanced Media, LP, the interactive media and Internet division of Major League Baseball. The company was first incorporated in 1995 and later rebranded as Tickets.com in Since the acquisition of Tickets.com by MLB Advanced Media in 2005 and the creation of a new executive leadership team, the company continues to expand its prestigious clients across the globe with a host of clients that form the a-list of entertainment venues, sports clubs and stadia. Tickets.com is a full service provider of integrated ticketing and marketing solutions, specifically designed to address our clients current and evolving requirements. We enable our clients to capture, access and manage consumer data through ticket enquiries and sales, providing a 360 view of the buying habits and preferences of their fans to enhance their marketing efforts. Tickets.com provides state of the art ticketing, marketing, CRM and Access Control solutions based on innovation with our customers needs always at the core. We understand the need for fast, robust and feature-rich ticketing, both in the back office and online and have helped our venues sell over 1 billion worth of tickets in the past year via the Internet alone. While the functionality of the ticketing purchase is core, ProVenueX has been built to exploit the marketing opportunities of capturing purchasing information and trends to allow the venue to maximise their marketing efforts leading to increased understanding and commercial success. Our job is not only to provide software solutions but also to leverage the expertise we have gathered from working with clients across all sectors and in all major territories. A LONG LIST OF SUCCESS Bath Theatre Royal Buxton Opera House Cork Opera House Eastbourne Theatres Embassy Theatre Skegness Midland Box Office National Gallery National Museums of Scotland Theatre Royal Windsor University Concert Hall 4

5 1 billion of tickets sold online in the past 12 months 5

6 TICKETS.COM IS AT THE FOREFRONT OF HOW TICKETS ARE SOLD We work with our clients to utilise fully the marketing capabilities and customer insight that can be gained from ProVenueX. Working with Tickets.com ensures access to more than simply a best in class ticketing solution, it comes with a guarantee of support and partnership from our team to ensure the system continues to deliver maximum business benefit. Ticketing provides an unrivalled insight into the relationship between a patron and the venue. The trends created by the purchasing habits of an individual should be central to any future marketing strategies targeted at the consumer. ProVenueX provides the tools to create this understanding and the team at Tickets.com will work with the client to maximise how the system is used. Our aim isn t to just sell you a system for selling tickets. Our aim is to implement and integrate a solution that provides an easy to use and operationally sound ticketing function alongside the marketing capabilities to drive new and increased ticket sales. ProVenueX facilitates enhanced data capture through both online and box office sales, thereby further supporting the marketing strategies of the venue. Understanding more about the customer allows for more effective targeting and the creation of meaningful messaging, increasing the potential to positively affect the consumers response. 6

7 REVOLUTIONISING Exclusive Tickets.com Products and Services ProVenueX The most advanced ticketing system from Tickets.com that puts you in control of your ticketing operation, from box office to phone sales to Internet transactions. With unsurpassed flexibility, open architecture, robust data management tools and transaction speeds, ProVenueX delivers industry leading technology to ticketing and marketing. ProVenueDatabox ProVenueDatabox has an unrivalled reputation among venues throughout the entertainment industry. The system manages all aspects of ticketing, marketing and CRM and prides itself on its ease of use and an extensive functionality list. The system enables users to sell tickets quickly and securely whilst capturing valuable marketing data that can be used to analyse customer trends and run targeted campaigns. ProVenueMax An in-house licensed ticketing system from Tickets.com that is designed specifically for organisations that want to manage their own ticketing system, ProVenueMax is backed by proven technology, rock-solid stability, expert training and support. ProVenueConnect This bespoke marketing solution includes everything you need to create, send, track and profit from marketing and assists in maximising the commercial relationship from your database. The software includes powerful tools to automate follow up marketing and customer feedback loops, is fully integrated with Google Analytics and assists in s driving new business leads. Offer your customers the convenience and security of printing real tickets from their home or office. links to the ticketing system to assign, generate and print a live ticket. Barcode technology makes each ticket uniquely identifiable and all but eradicates fraud. 7

8 CASE STUDY MIDLAND BOX OFFICE Midland Box Office (MBO) acts as the main box office for both the Civic Hall and Wulfrun Hall in Wolverhampton. Alongside this, it also sells tickets for venues throughout the Midlands including the O2 Academy in Birmingham, the NIA and LG Arena, as well as festivals such as the V-Festival at Weston Park (Staffordshire) and the Download festival at Donnington. Tickets.com has been working with Midland Box Office since 2000, It was in 2009 when the company first provided MBO with ProVenueAccessControl. Originally asked to ensure quicker entry into the two ever-popular venues, MBO wanted a solution to reduce lengthy box office queues for patrons collecting tickets. ProVenueAccessControl, utilised by Midland Box Office allows for greater customer choice by offering customers the option to print their tickets at home or receive tickets on their mobile phones, thus reducing queues at the box office. With the access control system in place MBO now offers patrons quick and efficient entry into the venue eliminating the need to queue. Another key feature of ProVenueAccessControl is the handheld scanners that scan bar-coded tickets in real time for rapid entry. All of which provides a far better customer experience because those that use the new Tickets@Phone and Tickets@Home solutions can enter the venue immediately while those who still prefer to collect their tickets from the box office have much reduced queues. The strong relationship between Tickets.com and Midland Box Office has driven the new system updates in accordance with advances in ticketing technology. Tickets.com provided an updated version of ProVenueOnline with new elements to improve the customer experience, while ensuring high levels of payment security when booking online. Online bookings have become increasingly popular with customers, thanks to the ease and convenience of what is now a 24/7 digital box office operation. A total of 298,586 tickets were sold by MBO last year, with 20% of these sold online. Online Seat selection has also been launched, delivering a heightened customer experience via an increase in online purchasing options. For shows with allocated seating, customers are now able to choose from the very best seats available. The increasing volume of tickets bought online made it necessary to update the system with extra protection methods for customers. Launched in June 2012, MBO has the full use of 3D secure transactions online, an XML-based protocol providing an additional layer of security for online credit and debit card transactions. Verified by Visa and MasterCard, SecureCode programmes are now enabled through the system, ensuring extra protection to cardholders who will use personal security codes for authorising payments. Tickets.com have worked with us to enhance ticket buying and concert experience for MBO customers for the past eleven years. We are delighted with the recent additions to our system which now offer our customers even more peace of mind and more options on internet purchases. ProVenueAccessControl is a straightforward, easy to use and reliable system and together with the dedicated customer service team at Tickets.com make them our continued chosen provider. Anne Quinton Box Office Manager, Midland Box Office 8

9 CASE STUDY FORESTRY COMMISSION Tickets.com is this year celebrating its 10th anniversary working as exclusive ticketing software supplier for the Forestry Commission Live Music program managed by the Forestry Commission England. An industry leading ticketing and marketing solutions provider, Tickets.com has been central in supporting the growth of the Forestry Commission s Live Music program since their first major forest tour began in In the 10 years since the relationship began, the concerts have been transformed from a collection of small gigs selling a few thousand tickets to sell out events hosting some of the biggest names in music which this year will include artists such as Plan B, Will Young and 2012 Brit Award winner Ed Sheeran. In 2012 the Forestry Commission will stage 23 concerts across 7 forest venues and with the support of Tickets.com will aim to sell 120,000 tickets, making the organisation one of the UK s largest music promoters. Tickets.com began working with the Commission on the ProVenueDatabox system almost a decade ago when first asked to provide the ticketing solution for a series of gigs featuring Jools Holland and The Levellers. While the system works well for events on a smaller scale in 2009 the decision was made to migrate the Commission s ticket systems to ProVenueMax which provides enhanced efficiency and a more customer-centric ticketing solution for larger scale events. Designed for events with greater ticketing demands that can lead to thousands of simultaneous purchases, ProVenueMax provides rock-solid stability. The system allows for the thousands of tickets sold by the Forestry Commission each year to be managed safely, securely. ProVenueMax s full range of reporting and marketing tools assists the Commission to continue to learn more about their customers, helping them when planning future events. Over the past ten years, Tickets.com have supported us in each of our ventures and have assisted us in developing our box office significantly. As we have expanded our Live Music program Tickets.com have fulfilled our specifications, such as supporting the migration onto ProVenueMax which allowed management of ticket sales through both our in-house box office and allocations to ticket agents. Claire Perni Box Office Manager, Forestry Commission 9

10 CASE STUDY THEATRE ROYAL WINDSOR Tickets.com is delighted to announce the successful results of its new Online Seat Selection after long term client, Theatre Royal Windsor (TRW) recorded an immediate increase in online sales after the first season of using the new, updated system. Since engaging with TRW in 1997, Tickets.com has been exclusively providing ticketing solutions for the theatre through its ProVenueDataBox system. The addition of Online Seat Selection, launched at TRW during last year s peak Christmas season is the most recent upgrade to the successful partnership which has been in place for almost 15 years. Online Seat Selection further supports the growing demand for theatres to sell tickets online directly to customers. In 2011 TWR sold just over 25% of all tickets online. The introduction of the new feature instantly led to an increase in online sales, with more than 35% of all ticket sales (4,000 tickets) sold via the theatre s website in the first month after launch. Richard Baldwin, Operations Manager at Tickets.com explained the benefits of using Online Seat Selection that has seen a number of theatres boost online sales as a result, Customers are attracted through the convenience of choosing seating online without the need to contact the box office. This puts the customer in complete control and means if they want to book tickets and choose their seats at midnight they can, without the need to wait until the following morning when the box office re-opens. Online booking also adds to the probability of further interaction with the customer as they can see other events, supporting cross-promotion at the point of purchase. We understand that for many people the box office will remain the way in which they purchase tickets and so we ensure all online and box office sales are processed directly through ProVenueDatabox, ensuring capacity is managed through one central database. We are delighted with the service we have received from Tickets.com and have enjoyed working with them over a number of years. We continue to be impressed by the professionalism of the company and the diligence in coming up with new solutions to our specific needs, such as the recent addition of the interactive seating map, optimising our online box office service. Georgia Geary Sales & Operations Manager, Theatre Royal Windsor Theatre Royal Windsor is currently considered one of Britain s leading theatres; the intimate setting is ideally positioned for many new productions which are often debuted at the venue before beginning UK tours or transferring to the West End. This season Theatre Royal Windsor is staging a musical version of Oscar Wilde s classic comedy The Importance of Being Earnest. Other highlights include Peter Shaffer s psychological thriller Equus, Agatha Christie s classic Murder On The Nile and the legendary Woman In Black. 10

11 THE TICKETS.COM TEAM Based out of its international headquarters in Milton Keynes, the team at Tickets.com serves a diverse client base that includes Theatre & Performing Arts, Museums & Visitor Attractions, Professional Sport and Concerts Throughout our long history, we have always taken great pride in our ability to delight our thousands of customers with tailored solutions that exceed their unique requirements. Key to this success is the flexible approach in the way we conduct our business and the level of attention paid to understanding an individual client s specific in-depth requirements, at all stages of the relationship. Our philosophy is to work as part of a client s ticketing, marketing and senior management teams, adding value by sharing the experience and expertise gained from working, over many years, with a wide range of clients. This means that you can be supremely confident in our ability to understand the unique challenges faced by event centric organisations and to contribute tangibly to the strategic success of your business. Yes, we have great ticketing & marketing solutions however, it is actually the care, passion and dedication of the people that ultimately makes the difference. Some key players at Tickets.com Derek Palmer Managing Director, EMEA dpalmer@tickets.com Derek is the lead in developing Tickets. com s international development and strategy. Having been with the company for more than 17 years Derek has experienced nearly every facet of the company s operation, including client support, training and installations, technical service, consumer services, professional services and strategic operations. Additionally, he has major event experience working as ticketing manager for the 2000 Olympic games in Sydney, Australia and 1996 Olympics in Atlanta, GA. Andy Perkins Business Development Director, EMEA aperkins@tickets.com Andy has been with Tickets.com for 3½ years and heads up the Sales & Marketing teams in EMEA. Andy has been in the ticketing solutions business for 12 years and IT Services/ Consultancy for 14 years before that. Throughout his career, Andy s dynamic, results-oriented approach, coupled with strong critical thinking and problem solving, has contributed significantly to the success of the clients it has been his good fortune to engage with. Fergus O Keefe Business Development Manager fokeefe@tickets.com Fergus has been with Tickets.com for a total of 11 years. As Business Development Manager for our arts and entertainment focused customers, Fergus has built up significant understanding of the requirements of the industry. Over the years he has accrued the skills and experience to work with and support our clients to ensure they are provided with, not only the right products, but also the best possible levels of customer service. 11

12 Tickets.com Ltd 252 Upper Third Street Milton Keynes MK9 1NP T: +44 (0) F: +44 (0) E: W: provenue.com