Access Into – Two Fun Days with Visitor Attractions

I was delighted to attend two days of Visitor attraction talks last week at the Tower Bridge Experience as a guest of the Access Group.

A number of former colleagues from many years ago, now work at Access and we crossed paths when they completed the Functionality Builder earlier in the year, followed by being selected in a procurement project run by Helen Dunnett in the summer.

I presented two sessions, one on the “venue vendor relationship” – a fun session looking at why we lose sight of the fact that we are in a business relationship and we need to avoid emotions being part of our decision making process.

This session was followed up the excellent Chris Webb of Synurgy looking at the key stages and milestones of procurement, from business analysis to examining where the money comes from and goes to in the organisation. Despite being a bit of a bus man’s holiday for me, a large chunk of the audience really got a great deal of information and insight.

 

Speaker

Chris Webb of Synurgy talking through visual representations of revenues

At the user-group the following day I presented some “cross-industry trends” to get the day started, looking at a report card style of how Sports and Performing arts compare in areas such as Revenue Management and Commercial Partnerships, along with some general CRM tips, trick and pitfalls.

I’ll save a write up of some VERY interesting product updates they are working on for another post.

However, there is a repeat of the open, free to attend sessions next week at the Scotch Whiskey Experience in Edinburgh on 19th October. Places are limited REGISTER HERE.

 

 

 

 

TLCC Presentations available online

Arts and cultural professionals share local insights on global stage

Presentations now online showcasing innovative ideas from Tessitura Learning & Community Conference

NATIONAL HARBOR, MD | September 2, 2016 — Tessitura Network, Inc. proudly announces that talks from the recent Tessitura Learning & Community Conference (TLCC) are now available to the public for free online viewing. Speakers include Annie Burridge of Opera Philadelphia; Nik Honeysett of Balboa Park Online Collaborative; Sherri Prentiss of the Cincinnati Symphony Orchestra; Rand Suffolk of the High Museum of Art; Alida Szabo of Chicago Shakespeare Theater; Heather Walker of the Royal Opera House; and executive leadership from the Tessitura Network. All videos are available at www.youtube.com/TessituraNetwork.

Peabody Award-winning radio producer Julie Burstein, who is also a TED speaker and the best-selling author of Spark: How Creativity Works, moderated a keynote panel entitled “Catalyst Collaborations: Crossing Genres to Ignite Creativity.” Sherri Prentiss, Rand Suffolk and Alida Szabo spoke about how cross-genre collaborations lead to new opportunities for audience development, community engagement and the unexpected.

The conference also featured three presentations as part of Tessitura’s Innovator Series, a regular program showcasing innovation and best practices in the business of arts and culture. These talks are presented quarterly, and TLCC offered the opportunity for the speakers—Annie Burridge, Nik Honeysett and Heather Walker—to present in front of over 1,800 attendees. You can find the entire “Tessitura’s Innovator Series” playlist on our YouTube channel.

The Tessitura Learning & Community Conference took place August 7-11 in National Harbor, MD. Now in its 16th year, TLCC drew a record 1,882 arts and cultural professionals from all over the world. The annual conference is the world’s largest cross-genre, cross-functional gathering where arts and cultural professionals come to broaden their knowledge of the uses of Tessitura Software, learn about the latest products and services, attain information about future technology and share knowledge, insights and best practices with one another.

Jack Rubin, Tessitura Network President, commented, “This Tessitura Network global gathering is undoubtedly the best place to be every year for learning, knowledge sharing, networking, collaborating, strategic thinking, innovation, and trend watching. Our business model, a nonprofit company serving the nonprofit arts and cultural sector, makes this company and this community unique.”

About the Tessitura Network
The Tessitura Network provides a unified CRM database that offers specialized functionality for ticketing/admissions, memberships, fundraising, business intelligence, marketing, education and more. Tessitura also offers complementary products and services including a hosted deployment option, a powerful e-commerce solution, mobile-optimized web experience and expert consulting from basic training through enterprise-level strategy. Organizations of all sizes are empowered to use Tessitura in a way that best suits their needs—either out of the box or as a platform for innovation.

The Tessitura Network was founded in 2001 by seven organizations who required a cross-functional system that was tailor-made for the arts and cultural sectors. To this day it is proud to be a member owned and governed nonprofit with a self-sufficient business model. As such, its users play a critical input role regarding the evolution of its products and services. Now, with nearly 200 staff members, the Tessitura Network continues to add new arts and cultural organizations to the community at a record pace. The Network serves over 550 organizations worldwide including theatres, museums, dance companies, performing arts centers, attractions, operas, festivals, symphonies, galleries, film centers and more. It operates in eight countries—Australia, Canada, Denmark, Ireland, New Zealand, Sweden, United Kingdom and the United States.

For more information about the Tessitura Network, please visit our website at tessituranetwork.com

You are NOT using the “best”, there is no such thing!

It’s one of the questions I get asked the most, what’s the best system. Don’t worry this piece is not about that, although during the Olympics, possibly, it should be.

There are a lot of rivalries, claim and counter claim, we see just in the world of mobile telephony.  Are you an Apple or Android user? Do you still perhaps have a BlackBerry or even one of the few people who read this site on a Windows Phone ( Here in case anyone is wondering what that is ).  I’m going to use Windows and ex CEO Steve Ballmer to demonstrate the odd behaviour demonstrated by people so blinded by their own product or choice of product.

Now we hear several different levels of these rivalries.  We hear the CEO or Senior Executives laugh off competition, price or feature sets ( The best ever one ), the law suits that seem to go back and forth, and then the users.

It’s odd, with phones, I have gone around the houses, currently use an Android device, love it, used an iPhone, loved it, ditto BlackBerry and even old Windows Mobile, Symbian and just the good old Nokia 3310, but never feel the need to whoop, holler and cheer about it every five minutes, or conference time. I cover conferences and I see innovation, like I did at ProVenue Exchange, by the bucket-load, in Phoenix this year, but I also see “meh” functionality, like I saw at {Blank}.  Because I see the range, I appreciate true quality.

Each phone, or OS, did or does a job, the same but different. Each has a killer feature edge or Achilles’ heel.

……and we’re still in the ******* box office!

It is human nature that we love to think or believe we have chosen, use or own the ‘best’ – phone, car, breed of dog – so we go to great lengths to find more and more ways to convince our colleagues that we have done just that.

This is particularly true in the world of ticketing systems, but can be found in choice of web CMS (WordPress, Drupal, custom build), Payment Gateway, Ticket Printer, Stock provider . . . . . and we’re still in the ******* box office!

During conference season this is particularly true. Take these fictitious, but commonly themed tweets about technology vendors.

  • Got to love {BLANK}, only they provide such great swag.
  • So amazing to be part of {BLANK}, the only innovators in the Arts

In NO particular order . . . . Toptix has superb hip flasks , Spektrix water bottles, Tessitura power blocks and AudienceView sunglasses. All of these make my fishing trips much more comfortable, but they ALL do it, they all have swag, just as they all have conferences.

Innovation and features become more difficult: there are some clear differences between systems and this is where there start to become subtle variations.

This leads in turn to drinking the Kool-aid.

Of course, not all vendors understand that, as a collective or as individuals. This can often lead to wild (but they think truthful) comments. If these are not checked or challenged people actually believe them. This leads in turn to drinking the Kool-aid. I regularly have to challenge vendors who claimed everything from their system was the “only one with a single database for customers and donors” to another one who claimed their system prevented ALL fraud in the box office.

The trouble with these misconceptions is that over time they build up and give you the impression that you have the best solution, that nothing else compares, that there can be no cost-saving, better online or other efficiency, by looking or going else-where.

Soon enough you become Steve Ballmer and actually believe you have the best, but unless you look around and continually compare, how do you know?

 

 

 

 

 

 

 

 

Discover Centre Live with RecreateX

On Saturday the 30th of July Discover Children’s Story Centre went live with ReCreateX.

Discover Children’s Story Centre is the UK’s first hands-on creative literacy centre for children aged 0-11 years and their families, carers and teachers.

The site has 2 main entry POS systems, here customers buy a ticket (Day Pass) and select the other events they would like to attend on the day using our exhibitions module. The 3rd Point of Sale is located in the Café where the customers are able to buy food and beverage as well as their day tickets if they so wish.

This popular London venue offers visitors to book their tickets online, this can be done through the website: https://booking.discover.org.uk/

Discover has a loyal customer base for which they use our Membership module, they also use Stock control, Direct Debits, Tablets for queue busting and sell retail items through the Shop.

Jeff Koets Leading AudienceView forward in the UK

AudienceView appoints new Interim Managing Director for the UK region

AudienceView is continuing to forge a strong presence in the UK market for both arts and sports organizations – we see all the innovative ways you and your organizations both push the envelope and also stay true to preserving traditions that go back in time.

As one of the world’s top 3 entertainment markets, our commitment to you remains high. Please read our official announcement for the appointment of Jeff Koets as Interim Managing Director for UK – we are excited to continue to make our team on the ground stronger and our service levels top notch!

About AudienceView

AudienceView is a complete entertainment business solutions provider. With over $2 billion in annual transactions, our innovative and engaging software is helping more than 550 venues in 15 countries deliver exceptional shopping, in-venue and customer experiences. The self-serve, e-commerce, ticketing and events management portals enable success for events of all sizes or types.  Learn more atwww.audienceview.com, or connect with the company on Facebook and Twitter.

Wheels Keep Turning at Toptix UK

It’s always great to hear of continuing success and improvement at system providers.

We were delighted to catch up with Karl Vosper, MD of Toptix UK this week to hear how their continued increase in staff had been helped by advertising the positions with us, and how those staff were settling in.
It’s not just staff that have been increasing at Toptix, with a range of new clients committing to their ground-breaking system SRO4.
These include conversions from the Patron Edge, or SRO3, Ipswich borough Council and the Queen’s Theatre in Hornchurch, as well as new additions to the user base, in the British Library (consolidation of a separate Ticketing and Membership system) and Birmingham University.
Karl Vosper commented “It is fantastic to be able to continually increase our team as well as the product’s capabilities”
He continued “the announcement of further sites selecting SRO4 is testament to the quality of our solution and teams, which the new team members will continue to grow and strengthen”

Tickets.com extends international ProVenue® roll-out

Tickets.com, the industry leading provider of global ticketing and marketing solutions,  has today announced the introduction of the latest version of its ticketing system, ProVenue®, for the popular Antwerp-based ticket outlet & cultural information centre, Info Cultuur, and popular youth theatre HETPALEIS.

A client since 1993, Info Cultuur will utilise ProVenue® alongside the existing technology previously implemented by Tickets.com to manage all aspects of its ticketing; this includes online sales with a wide range of features, as well as customer selection, data cleansing and reporting.

As Tickets.com’s most advanced ticketing system, ProVenue® is a full service, integrated ticketing solution that puts users in complete control of their ticketing operation. It enables venues to sell tickets to consumers under their own brand and capture, access and own consumer data, providing a 360° view of the buying habits and preferences of their patrons.

Already well-established throughout the US, ProVenue® was launched internationally in 2013; users in the UK include the National Speedway Stadium, the Lord Mayor’s Show and all 14 clubs in the British Basketball League (BBL). ProVenue’s popularity continues to grow globally, with dozens of leading performing arts venues and professional sports clubs having implemented the system in North America, Australia and Europe, including the world renowned opera house Semperoper, in Dresden, Germany.

Commenting on the launch of the new ticketing system, Sven Verlinden, head of sales and service at Info Cultuur, said: “Having worked with Tickets.com for more than 20 years, I feel honoured to be among the first to be able to provide the latest ticketing solution for our different partner venues, which include museums, theatres and concert halls in and around Antwerp.

“The transition to ProVenue® has been very smooth and we are very confident in continuing our longlasting relationship with Tickets.com, and look forward to making full use of the system’s new features.”

Info Cultuur launched ProVenue® at the start of May with the sale of Zomerateliers, a series of children’s workshops taking place across Antwerp throughout the summer. Tickets for future events will also be available to buy online and at the Info Cultuur box office.

HETPALEIS is the second organisation in Belgium to implement ProVenue® in recent weeks; HETPALEIS’s decision to update the ticketing system was made in order to meet the growing demands of its customers.

“We enjoyed a very successful start to ticket sales for the new season thanks to ProVenue®,” confirmed Frank Meyer, POS and application administrator from HETPALEIS.

“Thanks to the support from the Tickets.com team we were very well prepared and as a consequence, we experienced minimal disruption and queries from staff during the opening days of ticket sales – we’re pleased we made the transition to ProVenue®!”

Derek Palmer, Tickets.com’s managing director and executive vice president, international, said: “Today’s announcement is another significant step forward in the roll-out of ProVenue®, with two organisations in Belgium implementing the system at the same time.

“With ProVenue® already widely used in North America, and with growing popularity in other territories including Australia, we’re seeing a wide range of organisations and venues benefitting from the system’s advanced features and we continue to focus on supporting these clients and growing the presence of ProVenue® in Europe and worldwide.”

For more information about Tickets.com and ProVenue® visit www.provenue.tickets.com

Tessitura Network Expands Services & Consulting Team

TN

Tessitura Network Merger Expands Services and Consulting Team

Tessitura-Powered Organizations Expand With Record Growth Year

DALLAS, May 5, 2016 – Effective May 1st, the 15 professionals of KlearSky Solutions, LLC (KlearSky) joined

the Tessitura Network. Ivan Medanic, President and founder of KlearSky, has taken the role of Senior

Vice President, Consulting, of the Tessitura Network. Ivan noted, “In many ways this has been a long time

coming. We have been a strategic partner to the Tessitura Network for a number of years and have been

providing technology services to many of the Tessitura Network members. Over the past couple of years

we have worked more closely with Tessitura as their growth accelerated further. We came to the mutual

realization that we have a lot of cultural similarities with the Network, as well as complementary business

practices and service offerings. From an operational perspective, this brings a number of exciting

benefits.”

The Tessitura Network has grown rapidly to 545 organizations who hold licenses, become Network

community members, and take advantage of Tessitura’s powerful unified customer relationship system.

This system and its capabilities provide arts, cultural and entertainment organizations with equally strong

functionality in ticketing and admissions, fundraising, memberships, marketing, CRM, and all of the ways

in which organizations connect with their audiences.

The Tessitura Team’s own expansion in recent years has paralleled that of the Network’s to keep pace and

provide vital services. The Network North American consulting team has grown from a team of nine

consultants in 2012 to 50 now. Additional consultants are based in Europe, Australia, and New Zealand.

Demand for all services is growing rapidly as new Tessitura organizations come on board and current

member organizations optimize their use of Tessitura and operate as effectively as possible. Consulting

services were performed in 2015 for over 300 organizations. With the additional professionals joining

from KlearSky, and their business niche and credibility, the Tessitura Network will be in an even stronger

position to serve the needs of Network members.

KlearSky, founded in 2004, focused its services to four main offerings: digital design and branding, website

development, database management service and custom technology integration. They served Tessitura

clients in a number of states with retained services, web services, custom coding, and they performed as

a subcontractor for the Tessitura Network.

Tessitura Network Consulting provides lifecycle services for Tessitura-powered organizations. These

range from:

Implementation and Training Services is responsible for successfully onboarding the many new Tessitura-
powered organizations. In addition, as needed, this team provides on-going system training, consulting

and functional optimization recommendations.

 

Tessitura Services provides on-going Tessitura administration, custom report writing, and functional

assistance for organizations that require additional bandwidth on an ongoing or interim basis.

 

Tessitura Technical Consulting is dedicated to working with data for custom reports, custom procedures,

enabling special interceptors that automate service and revenue building processes, converting data from

the many competitor systems that are switched to Tessitura, and performing integrations made possible

by the open nature of the Tessitura platform.

 

KlearSky Web Services is responsible for building out web solutions centered around the KlearSky CMS

and for customizations for TN Express Web, the flexible Network service that integrates transaction

processing, sales, and arts and cultural organization websites.

 

Tessitura Enterprise Consulting provides insights to grow business capabilities, increase ticketing and

fundraising revenue, and deepen constituent engagement. Enterprise consultants provide guidance on

business practices that drive organization’s high-level CRM, fundraising, and marketing strategies.

 

Jack Rubin, President of Tessitura commented, “The joined forces of the Tessitura Network Team and

KlearSky Team are 180 strong and comprise what is likely the largest arts and cultural sector consulting

team in the world. We continue to provide the highest performing arts and cultural enterprise software

functionality, the most professional support, the broadest level of professional consulting services, and

knowledge and best practice sharing via our community model in the eight countries across the Network

community. We are excited to have the KlearSky team onboard.”

ProVenue launch hits Germany

Tickets.com launches ProVenue® at Semperoper Dresden

The introduction of ProVenue® is a continuation of the longstanding partnership with the historic venue that dates back more than 20 years

 

Tuesday 22 March, 2016 – Milton Keynes, UK – Tickets.com, the industry leading provider of global ticketing and marketing solutions, has today announced the introduction of the latest version of its ticketing system, ProVenue®, for the world renowned opera house Semperoper, in Dresden, Germany.

 

A client since 1993, Semperoper will utilise ProVenue® alongside the existing technology previously implemented by Tickets.com to manage all aspects of its ticketing; this includes online sales with a wide range of advanced features, as well as customer selection, data cleansing and reporting.

 

As Tickets.com’s most advanced ticketing system, ProVenue® is a full service, integrated ticketing solution that puts users in complete control of their ticketing operation. It enables venues to sell tickets to consumers under their own brand and capture, access and own consumer data, providing a 360° view of the buying habits and preferences of their patrons.

Semperoper will also continue to use Tickets.com’s integrated e-mail system

Alongside ProVenue®, Semperoper will also continue to use Tickets.com’s integrated e-mail system, which permits the venue to not only manage its data effectively but also build, send and track HTML campaigns.

increasing number of clients taking advantage of its intuitive design, clever inventory management and ability to seamlessly integrate with other applications

Already well-established throughout the US, ProVenue® was launched internationally in 2015. The National Speedway Stadium and the entire British Basketball League were some of the first to take advantage of the robust platform in UK market and the advanced ticketing platform is also being used across the globe in dozens of leading performing arts venues and professional sports clubs. ProVenue’s® popularity continues to grow in North America, Europe and Australia, with an ever increasing number of clients taking advantage of its intuitive design, clever inventory management and ability to seamlessly integrate with other applications.

 

Commenting on the launch of ProVenue®, Doris Schneider, head of sales and service at Semperoper Dresden, said: “Having worked with Tickets.com for more than 20 years now, we continue to be impressed by its ongoing product innovation and development, so the update to ProVenue® was a natural migration for Semperoper.

 

“We’ve worked closely with the team throughout the development and testing phase to ensure that the system is meeting the requirements of the venue and we’ve been really pleased with our experience of ProVenue® so far; we are very confident that it will provide us with a strong platform to better engage with our existing and prospective customers and we are looking forward to continuing our longstanding partnership with Tickets.com.”

 

Derek Palmer, Tickets.com’s managing director and executive vice president, international, said: “Today’s announcement is a significant development in the roll out of ProVenue®, as not only does it indicate the growing portfolio of customers worldwide that are moving across to new solutions, but it also represents the expansion of our technical infrastructure throughout Europe.

 

“Semperoper is a fantastic venue and showcase for how Tickets.com systems continue to evolve with customer and industry requirements and trends; we remain ever focused on evolving and revolutionising technology and the ticketing landscape to deliver a seamless ticketing experience for our customers and their clients.”

 

Built in 1841, Semperoper hosts over 700 events and welcomes more than 400,000 visitors every year; a popular opera house widely renowned for its star-studded performances by the Saxon State Opera and Orchestra, the venue has a long history of premieres, including major works by Richard Wagner and Richard Strauss.

For more information about Tickets.com and ProVenue® visit www.provenue.tickets.com.

For more information about Semperoper, visit www.semperoper.de.

 

Tom Alexander – New Global Marketing Director for Toptix

TOM ALEXANDER JOINS TOPTIX AS GLOBAL DIRECTOR OF MARKETING

Charleston, SC (March 1, 2016) – TopTix, Ltd. is pleased to announce that TomAlexander has accepted the position of Global Director of Marketing. Tom’s primary responsibility is to build global recognition of TopTix, its advanced Ticketing and CRM platform—SRO4, and to ensure efficient communication between TopTix and its growing client roster base about the ever-evolving functionalities of SRO4.

Eli Dagan, CEO of TopTix commented, “Building an experienced, highly collaborative senior executive team is central to our strategy as we grow and expand around the globe. Coming from the world of media and entertainment, Tom brings a fresh energy and valuable perspective to how we communicate—both with new and existing customers—and build the TopTix brand.”
Tom has held senior executive positions with the world’s largest media and marketing companies, including: Comcast, Time Warner (Turner Broadcasting), and Frankel & Co. (now Arc Worldwide), as well as significant executive roles with several high-growth digital media and technology start-ups. Tom has received numerous industry awards and recognition for his break-through marketing campaigns, and is widely regarded as an excellent motivator, collaborator, and proactive problem solver.

Tom reports to Fred Maglione, Executive Chairman Americas, and will work with the ten regional Directors and TopTix partners around the world. Tom added, “I’ve had the pleasure over the past five years of working with some outstanding software and digital technology products. One of the many reasons I joined TopTix is because the people are so committed to excellence and incredibly passionate about the product. I believe SRO4, given its flexibility and scalability, has the core functionality that entertainment and sports organizations need moving forward in this new digital age of ticketing and data driven customer engagement.”

About TopTix, Ltd.
Since 2000, TopTix, Ltd. (www.toptix.com) has been supplying software for ticketing, fundraising, and customer relationship management. Our flagship platform SRO (Standing Room Only) supports over 500 institutions, processing 80 million tickets a year. Our client base, which primarily consists of museums, theaters, festivals, stadiums, arenas, sporting organizations, concert halls, and visitor attractions, spans 16 countries, including such well known organizations as: The Royal Concertgebouw, the Netherlands; J. Paul Getty Museum, College Football Hall of Fame, Ravinia Festival, USA; English National Opera, West Bromwich Albion Football Club, UK; and Joburg Theatre, South Africa.