Falmouth University & Ticketsolve

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Kelly Higgins
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CASE STUDY Falmouth University & Ticketsolve A Professional System, Linking the Academic to Real Events Falmouth University has been one of Cornwall s

Falmouth has been challenging creativity since its existence, and is a specialist creative, multi-arts institution for rethinking convention and outthinking

1 CASE STUDY Falmouth University & Ticketsolve A Professional System, Linking the Academic to Real Events Falmouth University has been one of Cornwall s foremost universities for over 100 years with the Sunday Times recently ranking them the number one Arts University in the UK. Falmouth has been challenging creativity since its existence, and is a specialist creative, multi-arts institution for rethinking convention and outthinking challenges. Falmouth has many different degree courses including acting, music, theatre, theatre management and event management where students are able to push themselves creatively and academically.

Background The team at Falmouth University were researching the market place for a box office solution that would enable them to meet their main goals: a smart, reliable box office solution for their

2 Background The team at Falmouth University were researching the market place for a box office solution that would enable them to meet their main goals: a smart, reliable box office solution for their events, and a system that would allow them to link in the academic process as part of the student s degree course. After a thorough search and procurement process Falmouth decided to partner with Ticketsolve, as their main Ticketing/ CRM system. Ticketsolve went live in September 2015, dovetailing with the start of the new academic year. Since the system has been in place for a number of months, we can now review how Ticketsolve has benefited the team and students at Falmouth. Special Mention to James Randell at Falmouth University, he helped us put this case study together. Thank you James.

3 Prior to Ticketsolve Before moving to Ticketsolve, Falmouth University had an in-house be-spoke ticketing solution. The team at Falmouth had outgrown their in-house solution, and needed a system that could handle larger public programming, as well as linking in academic and marketing initiatives. The link with the academic side - Cultural Management & Production - at Falmouth was vitally important to the team as they required a safe and managed approach that enabled a positive learning experience for their students. A better and integrated box office solution was also a key factor for a new system. While Falmouth could take online payments, this was done through the University s online payment portal, and was disconnected from the process of marketing, administration and audience development. What life was like before Ticketsolve? Absolutely chaotic at the box office and planning our marketing activities! James Randell - Production Assistant

4 Ticket Sales Mailchimp Subscribers 17% increase 250% increase September October November December January One Source of Truth Falmouth made the move to Ticketsolve in September 2015, and since the implementation it has drastically improved the way that the team and students work. Acting as one source of truth for staff and students, Ticketsolve now holds all necessary data centrally. This has been instrumental in improving their communication as a team, and also their contact with their audiences. They have historically had issues with collecting detailed marketing information which has totally been eradicated with Ticketsolve. team at Falmouth real-time and in-depth reports, which has lead to a significant increase in marketing ROI. The team can now make business driven decisions based on how each event is selling. The students have also benefited from Ticketsolve, as now they are able to manage their bookings themselves. They can book their tickets online, in person or over the phone. Students can also easily avail of the Falmouth event season ticket allowing them to see events for 5. Targeted Marketing and Increased Ticket Sales Not only has Ticketsolve increased ticket sales, but it has allowed Falmouth to be more targeted with regards to their marketing activities. Ticketsolve gives the In line with launching Ticketsolve at Falmouth University we also took the approach of setting a minimum ticket price for student led events of 5. This, alongside the use of a professional system, has successfully increased the sales income for the student led events.

5 How have things improved following the move to Ticketsolve? Moving to Ticketsolve has meant we don t have hundreds of boxes of pre-printed tickets hanging around and our customers can feel we are putting them first by not being in a chaotic frenzy. We used to get complaints about our booking process but this is now a thing of the past. Better Direct Communication Ticketsolve s integration with Mailchimp has also helped the team increase their list by 250% in just 6 months. This increase has had a direct result in more tickets sales, and larger audiences. Ticketsolve has enabled Falmouth to get to know the needs of their audience, enabling them to use the correct, and most effective marketing technique for their target audiences. TICKET SALES We are now pretty much running a box office 24/7 as Ticketsolve understands our audiences too

Linking into the Academic Side Linking the box office system to Falmouth s courses in Creative Events Management and Music, Theatre & Entertainment Management was another big driver when deciding on

6 Linking into the Academic Side Linking the box office system to Falmouth s courses in Creative Events Management and Music, Theatre & Entertainment Management was another big driver when deciding on a box office system. Falmouth wanted their students to gain real life experience using facilities, software and processes; the skills that they learn with Ticketsolve will be fundamental in their future careers. The public performance programme was already linked into the academic side, the box office was the next logical step. Across the Creative Events Management and Music, Theatre & Entertainment Management courses there are four modules (both on site and off site) which require the students to deliver live events. Students are given lectures on the context of the box office system and the history of the procurement and implementation process. They are given group tutorials on setting up their events in Ticketsolve and how to sell and market events through the system. Linking the use of Ticketsolve to the students gives an accurate picture of the realities of running real events with a real box office system. The students have found the system intuitive to use. There is general excitement from the students in being able to understand the audiences coming to their events and how they build on this through the progressing of their degree course.

Conclusion Increased Ticket Sales, Better Communication and Real Life Skills Since Falmouth University has implemented Ticketsolve it has been a successful change within the organisation.

7 Conclusion Increased Ticket Sales, Better Communication and Real Life Skills Since Falmouth University has implemented Ticketsolve it has been a successful change within the organisation. The move to Ticketsolve has lead to increased ticket sales, an increased mailing list, and a decrease in customer complaints. It has also allowed the students to develop their skills and knowledge in a real world environment. Ticketsolve has enabled the team to develop their marketing strategy based on real-time data from their customers. Knowing their audiences better allows them to tailor campaigns based on their target audiences. Get in touch The team at Falmouth is looking to build on the success of the first six months as they continue to utilise the system even more, and build the data within Ticketsolve. The data captured within the system will be used to develop their audiences and lead their marketing strategies going forward. The link with the academic side will also continue to grow as it is linked into other degree courses. Find us on talktickets@ticketsolve.com /ticketsolve UK: +44 (0) IRE: +353 (0) in /ticketsolve

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