TopTix Integration Partners

TOPTIX INTRODUCES GLOBAL INTEGRATION PARTNERS PROGRAM
CERTIFIES INGRESSO AND THREE OTHER INTEGRATION PARTNERS WHO DEMONSTRATE INNOVATIVE SOLUTIONS

London, UK (January 6, 2017)—Karl Vosper, Managing Director of the TopTix UK office announces that Ingresso and three other technology companies have been certified as official SRO integration partners. SRO (Standing Room Only) is an all-in-one web delivered software solution for ticket sales, marketing, and CRM.

Ingresso has created a real-time sales integration with SRO, allowing TopTix customers to sell their ticketing inventory, via Select your Seat, through Ingresso’s vast Global Distribution System with sales channels including Amazon Tickets, Disney Tickets, From the Box-Office and Lastminute.com.

SRO customers have complete control over which tickets are offered through which sales channels, at what time, and at which price / commission structure.

Removing the need for manual allocations, the Ingresso API interconnectivity brings ease of rapid sales channel expansion to reach audiences that may have otherwise been inaccessible.

Mel Dearle, Sales Director of Ingresso said:

“Our technical development team found the TopTix UK team helpful throughout the API integration process—and the SRO system performed. Our first connection was to the English National Opera—and sales via our integrated distribution network rocketed by 650% since connection. The venue controls the price, commissions and access and API ticketing offers truly dynamic pricing opportunities. We look forward to further TopTix venue connections and discussing the support and marketing reach we can offer to the box-office and right’s holders.”

The other three agencies, include:

Catch (UK)
Catch has created a seamless integration between Zoological Society of London’s (ZSL) public web interface and SRO. The modern visitor engagement interface enables a unified, responsive end-to-end sales journey for ticketing, events, activities, memberships and more, including upselling and Gift Aid functionality.

Stunn (UK)
Stunn took the online booking processes for the Birmingham Repertory Theatre websites out of iFrames to enable full functionality with the SRO ticketing system. The solution is fully responsive and includes mobile seat selection, upselling and membership recruitment capabilities and is also trackable via dashboard analytics.

Zicht Online (The Netherlands)
Zicht Online developed TicketTrigger as an alternative front end to SRO for online ticketing. TicketTrigger uses the extensive SOAP API of SRO allowing customers to apply custom design, flows and functionality in the ticketing process.

The integration partners program enables best-in-class web and application developers the ability to efficiently extend the capabilities of the SRO platform and provides TopTix clients with a referable list of proven service providers and solutions. Karl Vosper, who initiated the program for TopTix, commented, “We carefully evaluate each partner and project to ensure that every integration is of the highest quality. We seek developers with proven experience in the ticketing and CRM industry who have a deep understanding of client needs and present forward-thinking solutions to our rapidly expanding portfolio of clients.”

Interested clients and prospects may learn more about the development partner program at http://toptix.com/partners/. Vosper concluded, “Our ultimate goal is to give TopTix clients easy access to the most robust features possible to drive their business forward, backed by technology partners carefully selected and supported by TopTix.”

TopTix continues to evaluate technology companies from around the world seeking to join the integration partners program. Program benefits include access to the SRO API, documentation, sample integration code, training hours with the TopTix tech team and a testing environment hosted by TopTix.

About TopTix, Ltd.
TopTix, Ltd (www.TopTix.com) is a privately owned firm founded in 2000 that develops software for ticketing, marketing, CRM, merchandise sales, fundraising, loyalty and access management. Our services and technology allow our clients to sell and manage their own ticket sales, capture valuable patron information and control all aspects of the consumer experience. Our flagship platform, SRO (Standing Room Only), is utilised by sporting organisations, leisure attractions, festivals, exhibitions, stadiums, arenas, theatres, concert halls, museums, visitor attractions, cinemas and ticket agencies across 16 countries processing in excess of 80 million tickets a year.

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

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”

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.

 

Best Union to deliver ENTA in the US

Best Union enters US market with enta Ticketing Solutions

London (18 January 2016) Following the acquisition of the global intellectual property rights (“IPR”) and source code (“Source”) for enta Ticketing Solutions (“enta”) in March 2015, Best Union UK Limited today entered in to a multi-year licensing agreement with its US counterpart, Best Union USA, LLC, to sell, implement and support enta in the US market.

John Gibson, Managing Director, Best Union UK Limited said: “With existing clients in United Kingdom, Republic of Ireland, Scandinavia, Netherlands and the Middle East, this initiative builds upon Best Union’s strategic vision of enta becoming a global product”. Luca Montebugnoli, Chairman and CEO, Best Union Company S.p.A. said: “As global licensor of enta, Best Union has clearly identified new commercial opportunities which our US operations are perfectly placed to capitalise upon.

Furthermore, today’s agreement reflects our on-going commitment; both to our existing, or future, clients as well as the continuous development of the product.

How Tigers Advanced Their Ticketing

English Premier League ice hockey club, Telford Tigers has chosen Cloud Venue, the SaaS ticketing solution from Advanced Business Solutions (Advanced) to handle its core ticketing and CRM operations.

The Shropshire-based club appointed Advanced and the system went live earlier this year. The solution was chosen for its functionality and ease of set up.

“The results so far have been more than encouraging with over 40% of fans booking tickets online for recent games,” said Paul Baker, Director of Red Hockey Ltd that owns the club.

“We were operating on an antiquated system, with fans having to stand in long queues and be allocated wristbands and seats on arrival.

“We really needed to bring our ticketing into the 21st century and were impressed with the ease of use and online functionality in Advanced’s solution, as well as the company’s credentials in the sports arena.”

Cloud Venue is designed to make it easy for clubs looking to set up online ticketing and promote games from their own branded website.

Cloud Venue integrates all customer information into one database, offering clubs opportunities to engage more effectively with established and new audiences in the future through personalised communications.

Tickets for games can be easily promoted across different social media channels including Facebook and Twitter.

Mark Dewell, Managing Director at Advanced Business Solutions (Ticketing), said: “We relish working with clients such as Telford Tigers, who understand the commercial and strategic benefits of taking their ticketing function online. We are looking forward to helping the team gain a better understanding of their fans’ demographics and buying behaviour. Cloud Venue will help them gain a stronger insight into both their existing and future fan base and shape their marketing and promotion strategy.”

Karl Vosper: UK Champion of SRO

Karl Vosper is inextricably linked to SRO as its champion in the UK since 2002. That will confuse some people from the start. SRO, from Standing Room Only, is developed by TopTix in Israel, but was originally distributed in the UK from 2002 as Artifax Ticketing under that name. Then distribution was transferred to Blackbaud, and, aligning the product name with others in their portfolio, became The Patron Edge. It was not until May 2010 that TopTix UK was formed, with Karl as managing director and SRO, now in Version 4, became the recognised name.

The route to now is interesting. Karl started out in the box office at the Central Theatre in Chatham in 1993, who were to be the first arts venue to take Venuemaster from Synchro Systems in Newcastle under Lyme. At 19 he had to go out and buy his own computer to learn about what he would have to deal with at work. This was the time of the big move from DOS to Windows in 1997 and Synchro quickly decided they needed him on their team and he joined their staff, in charge of arts venues in the south with a 360 degree role from sales to implementation and support. After migrating the Royal Opera House to Venuemaster in 1999, ROH decided they wanted him on the inside instead of working for their supplier.

Artifax brought SRO into UK

At Artifax the enterprising Timothy Nathan wanted to add an integrated ticketing product to his suite of tools for arts venue planning, scheduling and operation, and chose SRO from TopTix in Israel whose SRO Version 3 was then cutting edge leader in terms of much functionality. Karl joined the team there and they were quickly successful, securing the South Bank Centre as a user. They became a by-word, reflecting the Artifax approach, for hands on help and support.

Blackbaud wanted a ticketing system too

At this time Blackbaud in the US and the UK was looking for a ticketing system after an unsatisfactory acquisition of Intellitix, in a plan to expand its portfolio of solutions to combat the rise of Tessitura in the US. The hope was an integrated ticketing, marketing, CRM, and fund raising suite of tools would help arts organisations work smarter. They decided they wanted the distribution license for SRO and the team from Artifax was TUPed across to Blackbaud.

Karl is unwilling to talk about this period, but I know personally from my own experience and a visit to the Blackbaud HQ in Charleston that senior management were concerned about the level of hands on help and support they needed to supply for ticketing, and the continuous user’ demands for better interfaces and deeper integration. When some users in the UK asked me to help arbitrate on their behalf, I was concerned to discover that ”billable time” was a key target for Blackbaud services management, responsible for support, on which bonuses were dependent. A big change in culture from Artifax.

I knew that Karl had acquired something of a reputation as the users’ champion at this time, with a friendly approach which often meant things got fixed on-the-fly instead of at the billable rates. I was once in a meeting at which his senior managers tried to persuade me there was not a serious problem in relation to credit card processing, when Karl simply confirmed that there was. This was doomed, and in 2007 he offered his resignation. Blackbaud insisted he stay on and he became the global product manager for ticketing within Blackbaud, liaising with TopTix in the development of SRO and the new Version 4. Then Blackbaud proposed at the end of 2008 he lead on the development and release of a new ‘general admission’ (GA) alternative product called Altru, now Blackbaud’s primary ticketing product. After Blackbaud decided they would not run a pilot project to introduce SRO Version 4 to the arts marketplace, Karl resigned in 2009, required to have six months “gardening leave”.

 TopTix UK launched in May 2010

John Pinchbeck had been freelancing for TopTix in the UK in the commercial entertainment sector and sport, since the distribution license for SRO held by Blackbaud was for the not-for-profit sector. So in May 2010 they formed TopTix UK led by Karl. At this time they had to work in parallel with Blackbaud, but their exclusivity for the not-for-profit sector ended and Blackbaud finally withdrew from supplying and supporting SRO in 2014. In the period before this many users realised they could switch their support to TopTix directly and many did so, with many ex-Blackbaud staff joining Toptix as a result.

I have detected here a “part of the problem, or part of the solution” dilemma for some users. Karl and some of his colleagues were seen as initially helpful, but unfortunately problems seemed to mount up during the Blackbaud years. Ironically, switching to TopTix direct support and finding these could be quickly fixed did not prove satisfactory to some people.

 “part of the problem, or part of the solution”

This situation was amplified in 2014 with Blackbaud withdrawing, users wanting to migrate to SRO Version 4, and Blackbaud’s credit card processing solution Logic TPS also being withdrawn at, interestingly, exactly the same time as Blackbaud’s withdrawal.  TopTix had used the YesPay credit card processing solution but unfortunately this had run into problems of PCI DSS compliance and in June 2014, YesPay could take no new customers, with 40 Blackbaud users due to lose their service in August.

By any standards that is an emergency, with just two months to find an alternative gateway supplier, to build and test interfaces, obtain approvals, and set up and test 40 separate users. For those two months Toptix staff were entirely on the road, already in the middle of a sequence of 9 go-lives for new users and migrations for existing users, and inevitably there were ”dropped balls” on the way.

SRO: “Best Kept Secret”

Where to go from here? My colleague Andrew @TicketTattle Thomas and I have thought in the past that TopTix could be described as “the ticketing industry’s Best Kept Secret”. There are now 250 users of SRO Version 4 around the world and over 40 in the UK, Including the Buckingham Palace operation for the Royal Palaces with 3.5 million tickets sold per annum through 80 points of sale. One of the advantages of Version 4 is that it is architected for large-scale, multi-user, multi-venue setups. The “Rules Engine” combined with the middleware capability gives it exceptional tools, helping provide City-wide solutions, such as adopted in Leicester. That means it can be the right system for people wanting an “enterprise solution”, providing an application that can integrate and interface with all their other software and solutions, and provide the ”database of truth” for the 360° view of the customer. If you can get your head round it, the Rules Engine delivers an astonishing configurability of functions and processing.

‘annus horribilis’

But that “annus horribilis” in 2014 has dented their reputation in the sector, and quite a few users still can’t make up their mind on the “part of the problem, or part of the solution” dilemma. Karl has taken a lot of steps to address this. They have stopped working virtually and opened a new office in Clapham with a new staff structure and expanded staff. In the restructuring, two people were made redundant, some left, but more have been taken on in new roles. Industry stalwarts Pete I’anson (ex The Lowry and AudienceView) and Ken Paul (ex Delfont Mackintosh, NIMAX and ENTA) have joined. In addition to their 9am to 9pm office-based support, there is a user forum and a dedicated website that is helping users to network together and share solutions on a ‘self-help’ basis. Karl worries that while many venues have got 5 or 6 users logged onto this, there are still users who do not engage, and often these are the ones who have problems that could be easily solved.

Karl says the need is for more organisations to understand that ticketing is no longer just a sales operation and, in a sense, “the system does not stop when the box office closes”. He sees the need for users to understand the up-selling and extended sales and customer service opportunities of SRO, and take advantage of the Rules Engine. Instead of just talking about making tickets available through more channels, selling tickets in the bars and cafes in venues, plugging SRO4 into facebook, recognising members, subscribers and offering them additional benefits, he wants to see more organisations adopting this philosophy with the tools that they already have available. He remains convinced that SRO is a tool to empower organisations and he wants to help them to challenge the people who interface with the customers to make a real difference.

 users have to become the champions now

Karl acknowledges that TopTix had to address their relationship with their users following the events of last summer, so they come to see again that SRO is championing meeting their needs every day. I wonder if that means the users have to become the champions of SRO now?

 

Roger Tomlinson

June 2015