» IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S E-commerce Essentials for FEC's. E-Commerce Essentials for Family Entertainment Centers

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1 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S E-commerce Essentials for FEC's E-Commerce Essentials for Family Entertainment Centers Katie R. Bruno, PhD Website Design & Development, Ltd. Disclaimer FEC Clients (launching mid November 2008)

2 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» THIRD PARTY ONLINE EVENT REGISTRATION SYSTEMS Third Party Online Event Registration (Disclaimer) Vendor Cost Model Implementation Credit Card Hosting Capacity Control Resource Scheduling Integrate with your POS? Reporting Marketing Core Convergence PartyWirks Flat Annual Fee based on location's needs. Collaborative Effort. Fill in the box. Not techical. Custom for creator. Your online credit card Capture and Hold. Host. Yes No No. Many. Export addresses to Excel. In developmeent. PartyCenter Setup. Monthly Fee. Has interface. walk you through 24/7 tech support. Or they will skin for you for a fee. Your online credit card Host. Yes Yes. (Party & Group) Yes. Extensive. Yes.

3 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» ONLINE EVENT RESERVATIONS THROUGH YOUR POS Online Event Registration Through Your POS Vendor (Disclaimer) POS Vendor Black Inc. Gatekeeper Online Event Registration Costs Impementation Help Hosting Yes No Work with your website provider. You host, webserver. Core Cashless Yes Yes You fill out a form they do it for you. host. Embed Yes. New. N/A You fill out a form they do it for you. host. Frontline Yes Yes You fill out a form they do it for you. host. Gatemaster Yes Extra Cost Ideal Yes Yes Work with your website provider. Work with your website provider to configure pages on POS server. You host, webserver. You host, POS server Pathfinder Yes Yes Yes host. Party Center Software Yes No Yes host.

4 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» THIRD PARTY ONLINE CONSIGNMENT SOLUTIONS Third Party Online Consignment (Disclaimer) Vendor Costs Model Intranet/Access Code Contract Length Impementation Model Onsite Hardware Needed? Credit Cart Processing Marketing Hosting Click-n-Print No setup fees. Per ticket service fee. Both. None. None. Provided by vendor, you need is a high speed Internet connection. Theirs and they pay you. Yes. host. Tix No setup fees. Per ticket service fee. None. Theirs or yours. Worksheet and send graphics. do it all. Their or yours. host. Convergence Interactive Ticketing Setup, Annual fee waved based on sales, per ticket fee. Both 2 year Worksheet plus backend adminisntration. You provide barcode reader with workstation and connection to the Internet. Sent to your account nightly. No. host. Core

5 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» ONLINE CONSIGMENT THROUGH YOUR POS Online Consigment Through Your POS System (Disclaimer) POS Vendor Black Inc. Gatekeeper Online Group Sales Consigment Marketing Yes Yes No Costs Core Yes No Depends Yes Impementation Help Work with your website provider. Credit Cart Processing Same as Regular Ticket sales. Embed No. No N/A N/A N/A N/A Frontline Online coupon with access code. No. Gatemaster Yes Extra Cost Yes Part of online ticketing. Same as online ticketing. set it up for you. Work with your website provider. Ideal No N/A N/A N/A N/A N/A Pathfinder No N/A N/A N/A N/A N/A Party Center Software No N/A N/A N/A N/A N/A Hosting You host, webserver. host. host. You host, webserver.

6 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» THIRD PARTY ONLINE TICKETING SOLUTIONS Third Party Online Ticketing Solutions (Disclaimer) Online Ticketing Vendor Click-n-Print Yes Tix FEC appropriate Yes (Somewhat event oriented) Costs Model No setup fees. Per ticket service fee. No setup fees. Per ticket service fee. Contract Length None. Multiyear contract will lock in rate. None. Impementation Model Worksheet and send graphics and they do it all. Worksheet and send graphics and they do it all. Convergent Yes Worksheet and send graphics and they do it all. Interactive Ticketing Admit One Products Yes Yes Setup, Annual fee waved based on sales, per ticket charge Multiple options. 2 year. Ticket Worksheet and send graphics and they set it up. During testing you have back end admin to make changes. Multiple options. request information and artwork and they set it up. Core Yes Worksheet and send graphics and they do it all. Onsite Hardware Needed? Provided by vendor, all you need is a high speed Internet connection. Computer with Internet connection. You provide. Barcode reader, workstation with connection to the Internet. provide. You provide. can sell NCR products. Credit Cart Processing Through theirs. Multiple payment choices. Theirs or yours. Batch sent to yours nightly. Theirs or yours. Hosting host. host. host. host. host. host.

7 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» ONLINE TICKETING THROUGH YOUR POS Online Ticketing Through Your POS (Disclaimer) POS Vendor Black Inc. Gatekeeper Online Ticketing Yes Extra Costs No Core Yes Yes Yes Embed Yes No Frontline Yes Yes Yes Gatemaster Yes Yes Impementation Help Work with your website provider/designer. Work with your website provider/designer. Work with your website provider/designer. Credit Cart Processing Hosting You host, webserver. host. You host, webserver. host. You host, webserver. Ideal No N/A N/A N/A N/A Intercard No N/A N/A N/A N/A Pathfinder Yes Yes Yes host. Party Center Software Yes Yes host.

8 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» NEVER, NEVER, NEVER Lose your merchant account and set yourself up for liability issues (PCI Compliance) PCI means "Payment Card Industry" Data Security Standard Taking personal and credit card information without an SSL Storing three digit "Security Codes" from the back of the credit card ing payment and credit card information. Printing out online transactions and processing them through a traditional on-site terminal

9 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» HOW ONLINE PARTY RESERVATIONS WORK How Online Party Reservations Can Work You input parameters that will be available to the Guest such as: Available Packages and Costs Maximum and Minimum Group Sizes Room Sizes Time Slots Add Ons Guest selects Party Parameters and is given total (Room is held.) Guest inputs payment information. Guest receives order confirmation You are sent notification of a new order via You login to an online interface to confirm the order. (Room is confirmed.) Guest receives room confirmation . You contact Guest before the Event for any other information, to create the relationship, and confirm expectations. Guest brings confirmation information the day of the Event

10 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» PARTIES AND EVENTS Parties and Events This is where the money is. Consumers are using it. Competitors are strong (i.e. CEC) Any event that is Planned Ahead is a good candidate for online sales Large transaction amount mitigates payment fees Diversity of solutions available MUST USE SAME SOLUTION ONSITE AT YOUR PHYSICAL LOCATION AND ONLINE!

11 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» HOW ONLINE CONSIGMENT WORKS How Online Consignment Works Point of Entry for Employee Secure link off internal website of Client Company (Company Intranet) Program determines "Company" based on IP address of originating computer. Access code from public website of your facility (Public Internet) Each "Company" has a unique Access Code Employee purchases tickets online using the same process as regular online ticket sales but with discount pricing Ability for you to set up different client "Companies" or Fundraising Groups with different tickets and pricing structures Ability to generate Reports on ticket sales No "Loss"

12 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» GROUP SALES Group Sales (Consignment & Fundraisers) Large "Events" still need the personal touch Best for Consignment and Fundraising Customer Resistance Employee and Consumer friendly Lower investment to add new customer Immediate Money Flow Lower cost/customer No cash tracking Keeping your Human Resources person Engaged Plan a campaign MUST Continue to Market and engage employers and employees (Flyers, , etc.)

13 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» SECURITY AND SSL'S What is SSL? SSL stands for "Secure Socket Layer", " This is how the computers recognize other computers for secure encoded transactions Secure Certificates can be purchased from a number of vendors including: Network Solutions Verisign GeoTrust Thawte

14 What is a Payment Gateway IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» PAYMENT GATEWAYS What is a Payment Gateway? It is a virtual terminal that directs the online transaction Your bank will let you know what Payment Gateways they support Your Ticketing software will let you know what Payment Gateways they support Common Payment Gateways include: Authorize.Net PayPal PayFlow Pro (Formerly Verisign PayFlow Pro) CyberSource LinkPoint SkipJack Payment Gateways will charge fees in addition to your regular merchant credit card account fees that may include: Setup Monthly Fee Per transaction Fee Payment Gateways will have an "online terminal" that you can access via the Internet to generate reports and handle batching or refunds.

15 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» HOW ONLINE TICKETS WORK How Online Tickets Sales Can Work Consumer selects ticket types and amounts online Consumer is shown total Consumer inputs payment information and submits order Online payment process: Ticket Application sends credit card and transaction information to Payment Gateway Payment Gateway contacts consumers account to approve or reject the transaction and reserve the purchase amount Consumers account sends approval or rejection to Gateway Gateway sends message to ticketing software Approval message recieved by ticket program Order Summary given to consumer Print at Home tickets after transaction or from link in Print at Home Consumer brings Print at Home Tickets to your location You scan with bar code scanner and ticket becomes invalid for further use.

16 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» SELLING TICKETS Tickets Depends upon your location type and audience How far ahead do people look for and plan to go to your location? The farther away you pull from the more success you will see Urban vs. Rural Neighborhood vs. Regional The best kind of tickets to sell online Special Events Packages Gift Certificates Passes

17 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» WHY SELL ONLINE Why Sell Online? 24/7 convenience Decisions are made online Capture decision Collect Information to tailor guest incentive programs Your competitors are doing it Easy to track effectiveness

18 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» DISCLAIMER Disclaimer The specifications and capabilities of vendors described in this presentation are, to the best of my knowledge, true and accurate as of the date of this presentation. were compiled by me using a variety of means including: Personal experience, Internet research as well as direct conversations and correspondence with vendor representatives. If you notice an error or omission please contact me at [email protected] and I will update the information as appropriate. Recommendations and Opinions presented are purely my own based on my experience, research, and correspondence with: users, vendors, and clients.

19 IAAPA» 2008» E-COMMERCE ESSENTIALS FOR FEC'S» QUESTIONS TO ASK VENDORS Questions to Ask Vendors Ask All Software Vendors Where is the online application hosted? My web server? Vendor s web server? What is the implementation procedure? Do I need any technical expertise on my end? Is there an extra charge for the service if we own your POS software? What is the Payment Model for your service? One time? Ongoing? Transaction Based? Do I need an SSL? If so, who will purchase? Install? What Payment Gateways does your software support? If my bank does not offer an Internet merchant account can you help me get one? Ask Your Bank Can I use my current merchant account to accept online transactions? If not can I set one up through you? What Payment Gateways does my bank prefer? Ask Ticketing Software Vendor Print@home and/or Will Call available? Who provides the onsite hardware for scanning the tickets? Ask Group Consignment Software Vendor Does your system support both IP identification and access codes? How is the Consignment screen branded to my customer s company? Does your system include marketing to my customer s consignment managers? Ask Event Software Vendor How many packages can I offer and how are they configured? How are package offerings updated? Are add -ons available? How are they updated? Do you have options for chaperones or complimentary guests? Can a party split guests between packages? Is there reliable capacity control? Can I combine party rooms for large groups?