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About Tickets.com

Tickets.com is a leading provider of event ticketing solutions that enable professional sports teams, multi-purpose arenas and performing arts organizations to control their ticketing operations. Through its advanced ProVenue® ticketing platform, the company helps enhance ticket sales, marketing efforts, and the overallcustomer experience for housands of top arts, entertainment, and sports organizations worldwide. A wholly-owned subsidiary of MLB Advanced Media, LP since 2005, Tickets.com is headquartered in Costa Mesa, Calif., and has regional offices across the U.S.and around the world. The company also sells tickets directly to consumers through its website at www.tickets.com.

Through its client relationships, Tickets.com holds millions of dollars in ticket and suite assets for its own use, which the company uses to support business development initiatives, entertain clients,reward employees, and give to charity.

Challenge

Prior to using SpotlightTMS, Tickets.com managed its corporate ticket inventory with a combination of spreadsheets, email communication and a proprietary ticket reservation tool. This method required manual input of the company’s massive ticket assets, back and forth emails for requests and approvals, and manual distribution of tickets. In addition, there was no process in place to keep track of how tickets and suites were being used – even those that came with additional perks, such as food, beverages and parking.

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With tens of thousands of tickets to manage internally

  • Spanning multiple sports leagues and overlapping seasons, plus myriad concerts and other live events
  • We needed an automated, transparent and efficient ticket management solution for our internal use,

said Tami Fox, senior analyst, sales & business development at Tickets.com.

Solution

SpotlightTMS is a Tickets.com preferred provider, meaning that Tickets.com recommends the SaaS ticket management application to its own clients.

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“We have a policy of validating and recommending only best-of-breed providers to our clients,” said Fox. “Through the validation process, we realized we could use SpotlightTMS to manage our internal tickets as well.”

Cloud delivery of the ticket management software eliminated any need for Tickets.com to invest in additional hardware, or handle software installation, set up or maintenance. After switching to SpotlightTMS, Tickets.com began enjoying the ease of automated uploading of its vast ticket inventory, which includes tens of thousands of season and single-event tickets and suites.

Using SpotlightTMS, Tickets.com management and employees are able to view ticket availability on the Internet and make requests through the system. The company now tracks ticket requests, approvals, denials, invitees, attendees and the business purpose of invitations through the SpotlightTMS application. Ticket requests are centralized, enabling allocation of tickets and suites according to the intended business use and priority. For example, if tickets and suites for weekend events are still available on Wednesday, employees can request them for personal use through SpotlightTMS after they have been allocated for high priority purposes such as client and prospect entertaining.

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SpotlightTMS also provides secure, real-time access to business impact reports that measure ticket inventory, top users, most invited companies, and ticket utilization. “The reports give Tickets.com management insight into how our tickets and suites are being used, thereby enabling us to maximize the value of these assets,” Fox said.

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Results

“SpotlightTMS has revolutionized our internal ticket management and has measurably saved us time and effort,” said Fox. Coincidentally, the number of tickets and suites owned by Tickets.com has nearly tripled since before SpotlightTMS was implemented.

“We had a difficult time handling the volume of tickets we used to manage. But with the number of assets we now manage, it would have been a full-time job. We couldn’t have done it without SpotlightTMS,” said Fox.

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She estimates that in the first year of using SpotlightTMS, Tickets.com realized a 65 percent improvement in efficiency managing tickets and suites.

With tens of thousands of tickets in various markets, some markets hotter than others, Tickets.com also has a better insight into internal demand and utilization of tickets and suites by market, team, venue, etc. “In our hottest markets, for example, we have up to 97 percent utilization of our tickets and suites,” Fox stated. With reports that break down percentage of internal ticket and suite use, SpotlightTMS provides Tickets.com management with a clear picture of the value of these assets.

“Our tickets and suites represent a huge asset, but before using SpotlightTMS, we didn’t know their value to our organization. With SpotlightTMS, we’re able to use our tickets and suites more effectively to maximize their value and enhance our position in the industry,” concluded Fox.

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