GDPR // Ticketing System Readiness Series
How are leading systems responding to changes in EU Data Protection? In the latest in this series we take a look at Spektrix
With over 312 venues now using Spektrix, it is a widely used system supporting small, medium sized and large venues alike.
Spektrix are usually front runners in adding functions and features not only to help venues earn more revenue, but help them with their tasks and deliverables, from gift aid submission to HMRC or supporting data sharing agreements between NPOs.
What we saw
During our session, we walked through the buyer journey online as well as in the box office. Spektrix clients can integrate using both the API and iframes. With most of Spektrix’s clients using their iframe integration from the point of seat selection, the online journey is very similar for each of their clients (except, of course, for branding).
Great to see
The Partner Companies feature is a slick and well thought out piece of software. Too many system flows rely on going through ‘My Account’ to update preferences. Spektrix has built in logic to the checkout flow that examines basket contents and checks current permissions set, as well as producers and promoters of the shows in basket to determine questions to ask (if any) .
Through the Partner Companies interface, third parties can log in, via a username and password, to securely collect the contact details for those customers who have said that they are happy to be contacted by the named third party. From this part of the system they can also run any reports that they have been given access to.
Partner Company contact preferences in the Sales interface:
The customer audit gives the ability to go deep into the audit trail and see clear individual fields changes.
The customer audit:
Spektrix plans to make add the ability to erase all of the data in the customer audit if required.
Transition Services and Issues
Being a ‘full service’ offering Spektrix customers enjoy a range of support services and consultancy advice as part of their monthly service charge. The Spektrix support and consultancy team will be on hand to help configure new features such as partner companies as well as train staff on how to effectively deploy them.
Support and training consultants are on hand to work with each client on developing a bespoke strategy to gain and/or maintain the ability to contact their customers. They will consider the condition of current consent documentation and the client’s own approach to consent and legitimate interest before giving their advice.
Issue to consider
If venues are using consent as a basis for processing data under GDPR they will need to be able to prove where and when consent was gained, along with wording the customer saw and the action they performed to give the consent. When customers migrated to Spektrix, (as with many other systems) the data permissions settings were brought across, but NOT these time and channel stamps. In addition to historical data, consents gained before the introduction of the new audit tools will not be complete. Whereas it is unlikely that this will present huge issues for venues, it may be worth documenting or possibly re-consenting / reminding customers of their right to opt out of marketing communication
Stand out feature
Even though we have already covered in ‘Great to See’ – the partner companies feature is the clear jewel in the offering. By wrapping a number of tools into an easily configurable (and free!) module / feature set – Spektrix have given venues a clear focus for managing third party consent and data sharing, as well as the ability to share this data securely.
As with all the systems reviewed in this series, Spektrix still has some work to do. However, they have already delivered some very smart tools, that are well thought out and help venues present and collect permissions in a clear and understandable way.
This article gives information in relation to what we consider to be best practice. However, compliance is context and fact sensitive and as such following any guidance does not guarantee regulatory or statutory compliance.
The Information Commissioners Office will judge any complaint on its own merits, and organisations in need of context or situation specific legal advice should seek it from an appropriately qualified source.
This work has been made possible by support from Arts Council England