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 Ticketsolve
Ticketsolve have continued to add to their already substantial customer base in the UK and Ireland. With over 260 customers in the arts and culture sector they are one of the major providers of ticketing solutions.
As ever, Ticketsolve have considered the importance of design and usability as well as compliance in their development of GDPR compliant tools. They have decided to deliver both best practice advice as well as a comprehensive set of tools for their customers to use to help them ensure compliance.
What we saw
During our session, we were shown the latest iterations of the Ticketsolve interfaces looking at the customer record, audit trail as well as new options to shape the tone of voice to be used in collection of permissions, expanding the ‘Ok to Email?’ labels seen in other systems to a full explanation of how the information will be used.
Great to see
The journey around the features and tools in Ticketsolve did have me saying ‘nice’ on a number of occasions. Whereas there was nothing in functions that stands out too far from others, it was the intelligent design and extra touches that caught the idea. Specifically, a key word search in audit trails – imagine a customer of x years – how long would their audit trail. Simply type ‘permissions SMS’ in the search box to filter all changes in that specific permission. I was also impressed that Ticketsolve appear to be one of only a few systems that offer a third party log in for safe and secure data transfer – perhaps GDPR will bring an end to those customer spreadsheets being emailed between companies!
The use of Keywords to narrow Audit Searches
What we didn’t see ……. but is coming
As with every system we have seen as part of this series – there is still work to be done by Ticketsolve. Key delivery dates in January are already inked in to roll out a new named third-party permission option – based on the contents of the customers basket. As well as these dynamic opt ins – there will also be the ability to add an unlimited number of fixed consent requests – allowing the ability to recorded consent for marketing and fundraising separately in the system. The extended audit of the customer record will also be printable to produce Data Subject Access Requests with one click.
The Production Company Portal Offers Direct Access to Consented Data and Sales Profiles
Transition Services and Issues
The result of Ticketsolve taking their time to consider all of the issues before starting to deliver the solutions that we saw, is that they have invested heavily in research but also staff training. Our call to look at the features and functions had a number of support staff actively involved all with a good working knowledge as well as practical ways in which features could and should be used to ensure compliance. These staff will be taking the lead to work with existing (and new) customers to help them get the best from the tools.
Issue to consider
The move to offer ‘unlimited’ anything is always a worry. It’s nice that Ticketsolve will give their customers a chance to create multilevel and purpose permissions, but venues will need to consider which ones are relevant and help the customer understand their communication preferences. The danger is that venues, or new staff may be tempted to add ‘just another one’ and the list suddenly becomes unwieldy.
Stand out feature
We have seen a fair amount of innovation during this series, with some great new tools. My stand out feature for Ticketsolve is an ‘old’ one – one they have had for years – which is their tight integration to Mailchimp. It is one of the best integrations we have seen in terms of granularity and synchronised data. The use of the API allows real-time consents to be used in email campaigns and unsubscribes written back to Ticketsolve.
Ticketsolve deliver some solid tools to their customers already. There are some more to come, which should hit the user base in January, allowing venues to get fully up to speed ahead of May. Our key take-away from the look we had though was clever, clever design.
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