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Welcome to the Tickets.com Spring newsletter. It has been a while since the last newsletter which means we have a lot to share with you. This issue will see the introduction of two new products to enhance your ticketing system and your customer´s ticketing experience with: web based kiosks and Contact Centre Services.
Besides these new additions, there is good news from the ProVenue front and we are delighted to let you know about our cooperation with "Bodies... The Exhibition" in Dublin.
In this issue:
• ProVenue update
• NEW: Web based kiosks
• NEW: Contact Centres
• Tickets.com sells tickets for The Bodies Exhibition in Dublin
• New faces at Tickets.com
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We are very pleased to announce that our new ticketing system has been live and running with a customer in the USA for six months now. The Wellmont Theatre in Montclair, NJ started using the system on 13 September, 2008, flawlessly enabling the inaugural on-sale day for fifteen major shows comprising the opening season of the newly renovated theatre.
Since then, two more sites started using ProVenue: the Seattle Theatre Group (STG) in Seattle Washington and the Webster Theater in Hartford, Connecticut. Other clients scheduled to migrate to PV include: Hartman Arena, Palladium (MassConcerts), and several Major League Baseball Teams.
We are receiving many requests for more information about ProVenue from our customers and to make sure that you are always aware of the latest developments regarding the product we have set up an information page on the ProVenueNet website that will deal with FAQs. It is also the location where all the latest ProVenue updates and news will be posted.
To see the ProVenue News page, please go to www.provenue.net, log in with your username and password and click on the ´ProVenueNews´ link.
If you want to be kept informed about all the ProVenue news, you can subscribe to the ProVenue newsletter through the subscribe link on ProVenueNet. When there is news to report, this will be sent to you email address.
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We are in the final stages of testing this new product. The web based kiosk will be available to out ProVenueMax™ customers and will make it possible not only to collect tickets that were ordered and paid for online, but also to sell a ticket and take credit card payments on the spot. Current estimations are that the web-based collection kiosk will be available in April 2009.
The ProVenueMax™ purchase kiosk is currently being prepared for Chip & Pin accreditation and will be available later this year.
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Tickets.com has introduced an exciting new service for its customers, the Tickets.com Contact Centre. The contact centre solution has been specifically designed to provide a professional, consistent & positive experience. Tickets.com is able to connect agents directly into your database thus avoiding all of the challenges and extra work associated with ´allocations´. Build on ´industry best practice´ principles and deployed through the use of leading edge ´cloud based´ technologies, the Tickets.com solution is intended to augment your in-house capacities and hours of operation in order to maximise your venue’s availability to your public and to maximise ticket sales.
Your identity, your transactions
This solution is provided on a B2B private-label basis, in much the same way as our Internet solutions are, so for example, calls will be answered with your identity, NOT Tickets.com´s.
All transactions are against your live inventory on your system. The customer experience is identical to them phoning you directly - all transaction and marketing data will remain in YOUR domain.
Ongoing or project basis
We are able to offer contact centre services on an ongoing basis (e.g. ticket sales), on an ad hoc basis (e.g. as an overflow during busy sales period), on a project basis (e.g. season & membership renewals) and on an outbound campaign basis.
Our customers are your customers and we will treat them all with that in mind. Our approach is to provide a customer experience that is both exceptional and consistent so that our customers can count on us. Our training and monitoring programs are designed to provide our agents with the information and skills necessary to provide a consistently high level of service.
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Tickets.com is not only supplying "Bodies... The Exhibition, Dublin" with a ticketing system, but is also managing box office operations, managing contact centre operations and managing Internet sales.
Tickets are available through the "Bodies" website www.bodiesdublin.com, at the boxoffice (Ambassador Theatre O'Connell Street, Dublin) and by telephone on Eire 0818 333 773.
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New Customer Services Manager
We are pleased to announce the appointment of Nicola Spafford to the post of European Customer Services Manager. Nicola replaces Jessica Epton who is moving on within the company to the post of Manager – Client Support Services. In her new role, Jessica will be tasked with improving the support services provided by Tickets.com worldwide. As a global entity, TDC are aiming to provide a globally accredited Support service and Jessica will be key in guiding all of our Support teams through the process. She will of course, still be involved in the European Support environment and will initially be working with Nicola to implement new call logging software to replace our existing system as well as ensuring that our current standards are maintained and continue to improve.
Nicola comes to Tickets.com with a wealth of experience in Support and call centre management. Previous employment working in the support of point of sale systems saw Nicola work with Tickets.com customers amongst others and so she is well aware of the demands and challenges of the Ticketing industry. Nicola has 10 years of experience working in Support and Support management and will be bringing many new ideas to the team. Initially, she will be working with Jessica to get up to speed on processes and products at Tickets.com and talking to customers to establish any areas for service improvement.
Please feel free to contact Nicola with any queries on the Support and training at Tickets.com (nspafford@tickets.com).
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Cherilyn van Milt
We also welcome Cherilyn van Milt, who joined the Support Department on September 15 as Multi Lingual Support Trainer. Cherilyn has, in the brief time that she has been with us, learned a great deal about our systems. Her multi lingual skills will mean that she will focus mainly to our Dutch customers.
Before working for Tickets.com she worked for banks both in England and in The Netherlands. Cherilyn was born and grew up in Holland where she started her working life working in the offices of a road construction company there for 9 years.
She has lived in England for about a year and a half now and she feels right at home. In her spare time she likes to go camping, listen to music and watch films. She is also very interested in Asia, especially Indonesia."
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Gary McIsaac
Another welcome addition to the team: Gary McIsaac to Tickets.com for the post of Support Specialist. Gary joins us from one of our customers, Cairngorm Mountain, where he worked with ProVenueMax so he has hit the ground running.
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New Deputy Customer Services manager
We are delighted to announce the appointment of our new Deputy Customer Services Manager, Will Trattles to replace Nick Kinsella who is moving over to become our Technical Account Manager.
Will has worked in the support helpdesk for the last two years and has experience on both our ProVenueMax and ProVenueDatabox products. Will also has a lot of customer interaction experience from customer training. I am looking forward to Will working with me and the team to build an even more successful helpdesk.
Nick’s new role will involve further building customer relationships and ensuring our customers know the full capabilities of our software. Nick will be looking at the individual needs of each customer in relation to our software and showing them, quicker and easier ways of working in their individual environments.
Will and Nick have started their new roles on Monday February 16th
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