Tickets.com

Tickets.com is a partner of The Ticketing Institute.  Tickets.com match their system capabilities against the Functionality Builder and achieve a high score.

Tickets.com was formed internationally by the take-over of other ticketing companies, at one stage owning 13 different code-lines.  In the UK it was formed by taking over Dataculture and their Databox system with Select Ticketing and their PASS system, which between them had the largest share of the UK computerised ticketing systems market.   Databox was first launched in 1991, and PASS in 1988.  Having been fiercely competitive rivals, these two merged and are based in offices in Milton Keynes, with a reassuring degree of continuity in some core staff.  There are other European offices in The Netherlands and Germany.

PASS and Databox were leaders in centering marketing and CRM on ticketing systems, and pioneered the development of tools for sales and marketing analysis, enabling direct targeted marketing.  Their user conferences and training sessions became a hot-bed of the latest audience development techniques, and it was not unknown for people being interviewed for marketing posts to specify that they must have one of these two systems.  Having also pioneered the introduction of Internet ticket sales, it has appeared that these systems have been overtaken by other suppliers up-to-date systems.  This is changing in 2011 with the start of a significant series of software development roll outs in September.

On the “if it is not broken do not fix it” approach, Databox and ProVenueMax remain ‘fit-for-purpose’ solutions for some users, though they are becoming legacy products in the sense of the age of their code-lines and the platforms they were written on.  It is a decade since Jonathan Hyams wanted to transfer Databox to a new back end database, and Tickets.com keep Borland’s Paradox database working for users with data integrity checks and remote access to maintain the relational tables.  From September 2011 Tickets.com now supply ‘Select A Seat’ so ticket purchasers can now choose seats on-line live off the seating plan, with some simple social media integration around ticket purchases.

Some customers have been frustrated at the nigh on seven year wait for the replacement ProVenueX to arrive as the next generation “best-of-breed” system.  This British generated product, piloting from September 2011, looks set to satisfy patient loyal customers.  Tickets.com has a relatively large and friendly UK support team based in Milton Keynes, which has full Help Desk Institute accreditation.

The major hope for change is the arrival in Milton Keynes in June 2011 of new American MD Derek Palmer from the US’s Tickets.com executive team, who staff already say provides “the missing link” between ‘International’ and the US HQ.  He wants to build on the quality of the customer support with “service delivery”, working more closely with users to ensure they are meeting their needs.  With a British software development team to help ensure rapid iterative development to prioritise local requirements, this promises to rebuild confidence and credibility.