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Ticketmaster UK, a Live Nation Entertainment company, has confirmed that West Ham United Football Club has appointed Ticketmaster as its ticketing partner ahead of the club’s historic move from the Boleyn Ground Upton Park (home to West Ham United since 1904) to the Queen Elizabeth Olympic Park for the commencement of the 2016/2017 season.

As the world’s leading ticket agency, Ticketmaster’s vast experience with major sporting events will ensure a smooth transition for the club’s stadium move. Together with West Ham United, Ticketmaster will work to provide ‘best in class’ products and excellent customer service to fans.

The partnership is able to offer the Club a complete package encompassing the best in ticketing technology, project management, ticket retailing, marketing and fulfilment services.

Ticketmaster’s universal and seamless integrations with third party CRM, retail merchandise and loyalty systems will allow the Club to offer a much-improved quality of service to its supporters.

Vice-Chairman, Karren Brady, said:

The move to Queen Elizabeth Olympic Park presents us with a unique opportunity to offer an unrivalled supporter experience and today’s announcement is a significant step in that direction. Our supporters can look forward to vastly-improved service across the board and so we are delighted to be working with an organisation of Ticketmaster’s repute at this exciting time in West Ham United history.

Adam Newsam, Managing Director, Ticketmaster Sport, said:

West Ham United is undoubtedly one of the most dynamic fan-focused football clubs with an extremely passionate supporter base. It’s a hugely exciting time for the club and we are honoured to be in partnership with them at the heart of the day-to-day operations in providing a fantastic service to fans, and filling every seat come match days.

 

About Live Nation Entertainment

Live Nation Entertainment (NYSE: LYV) is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, Live Nation Media & Sponsorship and Artist Nation Management.

For additional information, visit: www.livenationentertainment.com.

 

About West Ham United FC

West Ham United were formally founded in the July of 1900 after five years as Thames Ironworks Football Club. The winners of three FA Cups and a European Cup Winners’ Cup, the ‘Hammers’ lay claim to the Academy of Football, renowned for its development of prodigious talent and an illustrious list of England internationals. West Ham’s very own Bobby Moore led England to FIFA World Cup glory at Wembley in 1966, with fellow Hammers Sir Geoff Hurst and Martin Peters scoring the Three Lions’ four goals. Following 112 years spent at the historic Boleyn Ground in Upton Park, the Club is set to embark on a momentous move to the iconic former Olympic Stadium (pictured above) in Queen Elizabeth Olympic Park this summer.

 

Ohio University (Ohio) has decided to implement Spectra Ticketing & Fan Engagement’s  ticketing, fundraising, access and email marketing solutions. Jim Schaus, Director of Athletics at Ohio University, said:

It’s exciting to partner with an industry leader in Spectra Ticketing & Fan Engagement to launch a new system that creates a user-friendly experience for our fans.

Working with Spectra Ticketing & Fan Engagement will help us in our goal to improve the overall experience for our fans at events and online, and continue our efforts to provide the highest level of customer service.

Ohio launched Spectra Ticketing & Fan Engagement’s online ticketing system on July 1 to efficiently sell tickets to all athletics events and process donations in real-time at OhioBobcats.com. The eCommerce site is a one-stop source for fans and donors to purchase tickets, select seats from a pick-your-own seat map, easily make donations and manage accounts online. The online box office integrates with Spectra Ticketing & Fan Engagement’s fundraising system to seamlessly process donations for the Ohio Bobcat Club Annual Fund.

To adopt digital ticketing and print-at-home tickets, Ohio will implement Access Management, a digital ticketing solution, to provide fans with print-at-home delivery methods to streamline the process of ticket fulfillment. The Access solution allows fans to bypass will call lines and quickly enter each venue upon arrival. Ohio will also look to expand its digital ticketing technology in the future to provide mobile ticket delivery and mobile scanning at a future date to be determined.

Additionally, Ohio will utilize the PACmail email marketing solution to expand its communication and broaden its marketing reach to season ticket holders, donors, fans and students. PACmail will enable Ohio to tailor segmented messages to instantly reach season ticket holders, donors and fans to increase awareness of ticket sales, fundraising opportunities, promotions and upcoming events.

Michael Stephens, Senior Associate Athletic Director for External Operations at Ohio University, said:

We are excited to implement new technology powered by Spectra Ticketing & Fan Engagement and provide our customers with a seamless platform to purchase tickets and make donations,” said  “These solutions not only helps us sell more tickets and further brand the Ohio Bobcats, but it assists our fans with a positive buying experience and improved service.

In June Comcast Spectacor combined Paciolan and its two other divisions – Global Spectrum, and Ovations Food Services – to operate as Spectra, a singular, new brand. Dave Butler, Chief Executive Officer of Spectra Ticketing & Fan Engagement, said:

We are delighted to partner with Ohio University and provide them with integrated solutions to improve the fan and donor experience. We strive to deliver leading and innovative solutions that enable our partners to host memorable events and inspire them to engage their fans and donors, drive revenue, and build loyalty.

Southend United FC supporters score with cloud-based ticketing system

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Southend United Football Club (Southend) has chosen TALENT Sport, the ecommerce platform from Advanced Ticketing (Advanced), following a rigorous tender process involving numerous software providers.

Southend selected TALENT Sport for its reputation in delivering an excellent online purchasing experience for fans. This will ensure the club is positioned at the forefront of UK football clubs by offering supporters choice, flexibility and enjoyable ways to engage online with the club. The system will go live this summer, ready for the start of 2015-2016 football season.

TALENT Sport, which will be hosted in the cloud, will mirror the branding on Southend’s website to offer an integrated online purchasing journey. Fans will benefit from a fully responsive web experience, allowing them multiple transaction choices when purchasing tickets, from any device. Ticket staff will operate TALENT Sport using a browser user interface giving them greater flexibility and access to real-time back office information.

Steve Kavanagh, CEO at Southend United FC, said:

Offering our supporters an excellent experience remains at the top of our priorities and the decision to choose Advanced is a strategic part of delivering against this commitment. TALENT Sport has an established base in football and the wider sport market and we visited many of its customers operating in similar environments to us.

Our board is confident that our fans will now benefit from a fast, reliable and flexible journey online. Fans can now purchase from any device, whenever and wherever they are, which we see at the first step towards operating a ticket-less stadium environment in the future.

Advanced will deliver the cloud-based solution from its UK-based hosting facility, which operates a 24-7 private cloud service guaranteeing first-rate levels of uptime and performance.

Kavanagh added:

Hosting our commerce operations in the cloud is part of the board’s goal to be at the forefront of technology changes. Advanced’s focus on cloud-based technology was an important factor in choosing to partner with them. At an operational level, a cloud-based hosted solution removes reliance on IT staff at our end which enables us to streamline our processes and free up staff to do what we do best – running a football club.

The club will also use TALENT Sport for CRM, allowing it to analyse supporter data and engage with fans in a more tailored way through its campaigns to reward loyalty with relevant offers and promotions. The solution will also integrate the purchasing of corporate hospitality in the future, replacing its current disparate purchasing system.

Mark Dewell, Managing Director of Advanced Ticketing, noted:

We are delighted to engage with the most senior decision makers at Southend United Football Club to develop a shared technology vision. The solution will allow the club to transform the way supporters can engage with them. We know that the new ‘connected fan’ is always on the look-out for their clubs to adopt new technology and we’re excited to work with Southend to help them bring their vision to life.

 

Ticketing & Access Control for stadia, arenas & major sporting events will feature in our forthcoming Q2/Summer ’15 edition of PanStadia & Arena Management. If your company would be interested in inclusion, please contact the Editor, Katie McIntyre on Tel: +353 (0) 44 9335212 or via email at: katie@aladltd.co.uk

 

Image details: A general view of Roots Hall Stadium, home of Southend United – Roots Hall Stadium, Southend – 22/07/11 – Mandatory Credit: Pixel8 Photos/David Scriven – +44(0)7734 151429 – info@pixel8photos.com – NO UNPAID USE.

The FA Group extends 10-year partnership with AudienceView

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AudienceView, a world leader in e-commerce software for events and entertainment organisations, including more than 550 venues in 15 countries, this week announced a multi-year extension of its 10-year partnership with the internationally-renowned FA Group and Wembley Stadium, its iconic 90,000-seat venue.

The FA Group will continue to use AV Enterprise to power ticketing operations for events at Wembley Stadium.

Paul Smyth, Head of Ticketing for The FA Group, said:

We have been with AudienceView since 2005 and took the opportunity to review the marketplace towards the end of our current deal in the second half of 2014. After a thorough tender process, AudienceView was the obvious choice for The FA and Wembley National Stadium and we’re delighted to be extending our agreement for the next three years. We are very impressed with the direction in which AudienceView is heading with a committed and very experienced leadership team. Their future roadmap is exciting and my team and I look forward to working closely with AudienceView both in London and Toronto as true partners over the coming years.

AV Enterprise is a powerful, white-label solution that has put The FA Group in full control of its ticketing business, storing all fan data in a single AudienceView database. In conjunction with the renewal, The FA is also eliminating its own online sales platform and replacing it with AV Enterprise online.

Over the years, AV Enterprise has been used to sell tickets for sporting events including The FA Cup Final, home matches of the England Senior team, The NFL International Series and the UEFA Champions League Final, along with all concerts at the Stadium since reopening in 2007. In 2015 Wembley welcomes AC/DC, Foo Fighters and Ed Sheeran and their fans to a summer of sold out events.

Mark Fowlie, Chief Executive Officer for AudienceView, said:

We are absolutely delighted to be continuing our partnership with The FA after more than 10 successful years together. It shows great faith in our solution, which is a great fit for The FA’s large-scale ticketing requirements, and in the leadership team that works tirelessly to drive our shared vision forward. We look forward to working with The FA team for many years to come.

About The FA
The FA is the not-for-profit, governing body of football in England, which re-invests GBP£100m back into the game each year. It grows participation, promotes diversity and regulates the sport for everyone to enjoy. Seven million players of all ages, 400,000 volunteers, 300,000 coaches and 27,000 qualified referees help The FA keep the grassroots game going.The FA runs 24 England teams, across men’s, women’s, youth and disability football, utilising the world-class facilities of Wembley Stadium and St. George’s Park. Football is the nation’s favourite game. To find out more visit TheFA.com and follow @FA

About Wembley Stadium

Wembley Stadium is the home of the England national football team. Since its creation in 1923 Wembley has hosted some of the most famous sporting and music entertainment events, including England’s World Cup success in 1966 and some of the most iconic music moments like Live Aid in 1985 and Take That’s record-breaking Progress Tour in 2011.

The original stadium was demolished in 2000 and the new, 90,000-seat stadium was opened in 2007.

Wembley Stadium has evolved and now hosts no fewer than 15 different event owners with an incredible 33 events hosted in 2014. The NFL will host three International Series matches in 2015, which complement the other existing partnerships with The FA, The Football League, RFL, Saracens Rugby Club and a number of music promoters, including SJM, Metropolis, Kilimanjaro and Live Nation.

In 2012, the stadium hosted nine matches during the Olympic Games and was the proud host of the 2011 and 2013 UEFA Champions League Final, making it a total of seven European Cup Finals, more than any other venue in Europe.

Wembley Stadium has a rich and proud sporting and music heritage spanning 90-years and was also the focal point for The FA’s 150th anniversary, hosting high-profile matches against Brazil, Republic of Ireland, Scotland, Chile and Germany in 2013, and will be the home of two 2015 Rugby World Cup matches.

About AudienceViewAudienceView is a complete entertainment business solutions provider. Rapidly approaching USD$2bn in annual transactions, the company’s innovative, engaging software is helping more than 550 venues in 15 countries deliver exceptional shopping, in-venue and overall customer experiences. It also powers self-serve e-commerce, ticketing and events management portals, which can be used for events of any size or type.
 

VisionOne acquired by global leisure technology firm, accesso

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ShoWare by VisionOne ticketing platform gives accesso major presence in live entertainment and assigned seating industry

 

accesso Technology Group plc (AIM:ACSO) – a premier technology solutions provider to the global attractions and leisure industry – today announced that it has acquired VisionOne Worldwide Ltd – a leading provider of ticketing solutions for casinos, fairs, sporting events, arenas, theatres, performing arts centres, and tours.

 

VisionOne operates ShoWare™, a customizable cloud-based Software-as-a-Service (SaaS) ticket sales and distribution solution used by more than 475 venues and leisure organizations throughout North and South America, and processes more than 19 million tickets annually.

 accesso-ShoWare_logo_blue

The acquisition brings together two major adjacent markets in the ticketing industry – leisure/attractions and entertainment – and firmly establishes accesso as a leader in that space.

 

VisionOne’s ShoWare platform provides box office and online ticketing solutions to theatres, sports stadiums and music festivals, and was the first ticketing solution to allow venues, promoters and artists the ability to sell tickets through Facebook.

 

Tom Burnet, accesso CEO, said:

By developing a platform that improves collaboration between venues, promoters and entertainers, VisionOne has capitalized on a unique opportunity within the live entertainment industry. By offering an affordable self-service ticketing solution backed by 24/7 support, ShoWare is well positioned to continue their rapid growth in an underserved marketplace.

 

Headquartered in Fresno, Calif. ,with operations across North America, Mexico and Brazil, the company of 66 employees has been providing a wide variety of e-commerce, consulting and software services to global roster of clients since 1999.

 

Bruno Boehi, VisionOne CEO, added:

We’re excited to be joining a company as respected and progressive as accesso. By combining our technology with accesso’s award-winning solutions and established relationships, we can significantly accelerate our shared vision of leveraging technology to build better connections between venues and consumers around the world.

 

Under terms of the deal, VisionOne will retain its Fresno headquarters and Boehi will serve as president of the VisionOne division of accesso. All VisionOne employees will join accesso group, growing the organization’s workforce to more than 250 fulltime employees. Not included in this transaction are the former subsidiaries of VisionOne Worldwide in Chile, Argentina, Switzerland and Austria.

 

The acquisition is the third major transaction for accesso in as many years. In December 2012, the virtual queuing company – known then as Lo-Q – acquired accesso – the attraction industry’s leading ticketing and e-commerce innovator. Last December the company purchased Siriusware, a leading ticketing and guest management point-of-sale technology provider to the attractions and leisure industries, with a particularly strong presence in the ski and snow sports sector.

 

accesso is a public company, listed on AIM: a market operated by the London Stock Exchange. For more information, visit: www.accesso.com.

 

VisionOne’s solution ShoWare™ powers the sale of 19 million tickets a year for more than 475 entertainment venues in over 10 countries. For more information, visit: www.ShoWare.com.

accesso-VisionOne logo copy

accesso, the premier technology solutions provider to the global attractions and leisure industry, has acquired VisionOne Worldwide Ltd, operator for ShoWare™ ticketing solutions, a customizable cloud-based SAAS ticket sales and distribution solution used by more than 475 venues and leisure organizations throughout North and South America. The acquisition brings together two major adjacent markets in the ticketing industry – leisure/attractions and entertainment – and firmly establishes accesso as a leader in that space.

SECC chooses Ticketmaster

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The SECC in Glasgow has moved to Ticketmaster as its official ticketing services supplier.

SECC explained that the decision was based upon a wider review of ticketing focused on the long term viability and profitability of the business.

John Langford, Director of Live Entertainment at the SECC said:

After considering technology, systems and procedures, we are excited for both our clients and fans. The SECC has worked closely with Ticketmaster for many years and we are confident that they are best placed to support our ticketing operations.

Ticketmaster will serve as the official primary and resale ticketing supplier for the company’s three venues: The SSE Hydro Arena (13,000-capacity), the Clyde Auditorium and the SECC. The new multi-year partnership is expected to service many millions of customers over the term.

As part of the partnership, SECC will appoint GET ME IN!, Ticketmaster’s resale platform, as the official resale marketplace of the venues.

The SECC will continue to own and operate a venue box office and contact centre as part of the ticketing business.

Ticketmaster will serve as the official primary and resale ticketing supplier for the company’s three venues: The SSE Hydro Arena (pictured), the Clyde Auditorium and the SECC.

Ticketmaster will serve as the official primary and resale ticketing supplier for the company’s three venues: The SSE Hydro Arena (pictured), the Clyde Auditorium and the SECC.

Ticketing research: UK football fans are creatures of habit

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Ticketing research, commissioned by Advanced Ticketing, has revealed UK football fans are creatures of habit when it comes to buying match day tickets. It showed 72% of football fans stated the ability to choose their favourite seat was one of the most important considerations when purchasing their ticket.

In addition to their favourite seat, fans always want to secure the best price with 97% saying they’d consider or take up early bird ticket offers to get this.

The research was carried out by Goodform’s research arm, Sportswise. The findings also suggest purchasing online is now the preferred option for obtaining tickets, with 91% of fans favouring the convenience of the internet to buy their ticket.

Andrea Brown, Customer Services Manager at the Football League, said:

Football League clubs have been at the forefront of the ticketing innovation in recent years. Ideas such as ‘pay what you want’ promotions at Brentford to the dynamic pricing system at Derby County helped drive attendances over the 15 million mark once again last season. Research such as this study help highlight even more ways in which clubs can help attract people through the gates of Football League every weekend of the season.

The research reveals that UK football fans are price conscious and are keen to secure the best deal. More than 96% of respondents stated that cost was the most important factor when purchasing tickets, while 73% also welcomed details on deals and offers from venues in advance.

Katie Holmes, Ticket Manager, Leeds United FC, commented:

Ticket pricing in football is always a contentious issue. This research proves that price remains a key factor amongst fans when buying tickets. We’re very conscious of this and are looking to reward fan loyalty whilst attracting new audiences to attend our matches with offers and promotions. However, we don’t want to risk alienating season ticket holders, who are our most loyal supporters. They need the reassurance that they get the best value, making pricing a real juggling act for clubs.

For football clubs looking to inspire fan loyalty, fans also stated that they would come back again and again if clubs knew details of and preferences on:

  • Birthday dates
  • Family packages
  • Favourite offers
  • Purchase habits

Mark Dewell, Managing Director at Advanced Ticketing (pictured), said:

Football fans will happily give clubs information about themselves, but only clubs that then act upon these preferences will increase their loyalty. The question that clubs should be asking is whether they know exactly who is sitting in each and every seat at their stadium and at every match. If clubs don’t know this, can they deliver a personalised fan experience that rewards loyalty with relevant discounts and offers?

Clubs that respond to these findings from fans will reap the rewards of loyalty with the next generation of supporters. There are already several examples of clubs who are striding forward in these areas. It’s a call to action to those clubs who have yet to grasp how the issue of loyalty needs to be driven by what fans value.

Note: The research polled opinion from more than 2,500 fans using Sportwise’s Fan Panel during September 2013.

Advanced Ticketing has been chosen as a UK Trade and Industry (UKTI) North West Export Champion for 2014.

At the beginning of 2013, Advanced won a ticketing contract with Istanbul’s Galatasaray FC and through its partnership with UKTI, secured a contract with the new Zorlu Centre. Galatasaray enjoys the largest football fan base in Turkey and has a global following. The Zorlu Centre is a new arts and culture centre situated just outside Istanbul. Customers will be able to buy tickets online for a range of events, with all purchasing being managed by TALENT.

Advanced Ticketing has expanded its international network through a partnership with Computicket in South Africa to assist in achieving its target of 25% of new business from global sales this year.

SCG and Allianz Stadium to be Australia’s first connected venues

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The SCG Trust has chosen to invest in a multi-million dollar wi-fi and IPTV technology network which will allow fans to view real-time, high definition IPTV and mobile video straight to the latest smartphones and tablets.

The network will also simplify ticketing, help fans find the way to their seats and enable them to participate in and share live event action over social media from anywhere in the ground.

The network will be in operation in the new MA Noble, Bradman and Messenger Stands, currently under construction at the northern end of the SCG, during the Ashes cricket Test which commences on 3 January 2014.

The network access will be progressively rolled-out to include all areas of the SCG, Allianz Stadium and the Sports Central Plaza over the next five years. SCG Trust Chief Executive, Jamie Barkley, said:

Fans today demand full wireless connectivity and the Trust will be implementing a reliable, fully connected HD and WiFi based solution across the SCG and Allianz Stadium. When complete, we want fans able to access the network from any area of the SCG and Allianz Stadium precinct.

Sports and entertainment venues the world over are having to compete with the at-home experience. Our network is about creating the living room experience live at the SCG, and with full technology services available in the palm of your hand. We want fans able to watch replays, view HD footage and engage in all forms of social media while having the luxury of ordering food, drinks and merchandise from the comfort of their seat.

Harlequins improves ticket-purchasing experience for supporters

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Harlequins has chosen to switch to Advanced Ticketing’s TALENT Sport as its ticketing commerce platform following a competitive tender process.

Harlequins Ticketing Manager, Holly Limpkin, commented:

We’re pleased with the added functionality of Talent SPORT. It really enhances our supporters’ user experience which is essential. I’m looking forward to working with the team to ensure our ticketing options continue to improve.

The TALENT Sport platform will manage all ticket purchasing for Harlequins. It will include an integrated loyalty programme, membership and ticket exchanges and an online community functionality. Supporters will also benefit from an improved experience online, using a single-shopping basket in one simple transaction. The benefits accrued by Harlequins’ Members will be managed through the purchasing process on TALENT Sport.

Mark Dewell, Managing Director at Advanced Ticketing, said:

This is an exciting time for Harlequins. TALENT Sport will be at the heart of the club’s supporter engagement strategies, managing ticketing purchases for its entire range of new membership packages. This demonstrates the confidence the club has in the platform and in Advanced as its ticketing solution provider.

Ticketmaster UK gets new MD in Presswell

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Simon Presswell is the new Managing Director of Ticketmaster United Kingdom, responsible for the UK operation of the business which includes more than 500 employees across London, Manchester, Stoke and Glasgow.

Presswell, who will be based at the new Ticketmaster International headquarters in Angel, London, commented:

I am thrilled to be joining the world leaders in live entertainment and e-commerce who are constantly innovating to improve the client and fan experience. I’m looking forward to being part of a well-respected and regarded team who are extremely passionate about delivering a world class live entertainment experience.

Mark Yovich, President of Ticketmaster International, said:

We are delighted to announce Simon Presswell to the role of Managing Director UK. Simon’s appointment underlines our commitment to delivering improved experiences for fans in the ever changing live entertainment ticketing landscape, and his breadth of experience will ensure we continue to deliver our strategy which puts fans first.

Bristol City embraces fan loyalty

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Bristol City is introducing Green4Solutions as a ‘single platform’ solution across ticketing, corporate sales, marketing, communications and supporter relationship management. City Commercial Director Kevin Smith said:

This is a massive development for this football club. We have conducted a full review of how we communicate with fans and it was clear that a strong supporter relationship management and ticketing system were at the very heart.

Rewarding the loyalty of our fans has been the driving force behind this cultural and system change. If we better understand the movements and requirements of fans, we can not only reward their loyalty, but hopefully engage more effectively going forward.

The removal of booking fees was something I felt passionately about. There is no worse feeling than seeing a price and then just as you’re about to pay, that price goes up! The price we advertise is the price supporters will pay – it is so important we are transparent. It’s the right thing to do.

Meanwhile, plans for the redevelopment of Ashton Gate Stadium have been on show to the public 25-26 June. Ashton Gate development director Guy Price said: “Since the announcement earlier this year, we have consulted widely with our supporters, many interested parties and our neighbours.

In February Bristol Sport Limited (BSL) announced its intention to consider the redevelopment of the stadium as an alternative to moving to a new purpose built stadium at Ashton Vale.

 

Bristol City is embracing fan loyalty ahead of stadium enhancement or move.

Bristol City is embracing fan loyalty ahead of stadium enhancement or move.

Social Media Promotion Boosts UEFA U21 Championship Ticket Sales

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The UEFA U21 Championship kicked off in Israel with two opening matches played in front of full stadiums. It was no big surprise that host team Israel played against Norway sold out the 14,000 Netanya stadium, but the 12,000 fans who came to watch England vs. Italy in Bloomfield Stadium showed that the local organizing tournament committee is doing something right.

On the eve of the tournament UEFA announced that 100,000 tickets were sold before the first match. In comparison, the 2011 UEFA U21 Championship held in Denmark sold 50,000 tickets throughout the whole tournament.

The Israeli Football Association (IFA) which is organizing the championship has invested heavily in its social media activity, promotions and advertising to promote the tournament. Facebook adds campaigns and viral youtube clips in the weeks leading to the tournament boosted the U21 Championship buzz and exposure in the local social networks.

Last month the IFA launched a facebook ticketing application for purchasing tickets in facebook and which enables fans to see where their friends are sitting. The SitNearMe application was developed by Evento Social Promotion, which works with the IFA and other sports teams across Europe.

Evento’s Marketing Director, Yair Scher explained:

In the last two years the IFA has constantly worked to professionalise and improve its social media activities and they are looking into cutting edge tools and practices.

A comparison of the medium-sized UEFA federations’ official facebook pages shows that the IFA is getting it right.

06 u21 ticket sales stats

Leeds United meets SLO reporting requirements through ticketing software

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Following the recently introduced Government Select Committee’s compulsory regulation for Season 2012/13, where it outlined that each club in the Premier League and Football League is required to designate a ‘Supporter Liaison Officer’ (SLO), end of season reports will soon be due, reporting back on complaint statistics across the club.  Shaun Harvey Chief Executive at Leeds United FC, said:

The new requirement made us review how we could not just meet the terms of the new regulation but do so in a way, whereby the accountability of the clubs staff to deal with complaints/enquiries could be monitored. The majority of complaints relate to one aspect or another of the matchday experience, so linking into the ticketing database was imperative and TALENT facilitated that with us. Our fans have benefited from this enhancement by an improved and consistent service. We can now identify trends of complaints and look to prevent them rather than react to them, which makes us more efficient. We have also managed to identify one or two serial complainers that has helped us prioritise the order in which we deal with matters.

Managing the complaints procedure for clubs is a key part of the SLO role and Leeds United Football Club has streamlined the administration of this procedure by introducing complaints analysis reports. TALENT Sport’s in-built CRM features allow clubs to log and monitor progress to resolution and produce the necessary reports, all in accordance with the new regulation, to the Football League on any customer complaints, cutting administration and saving the club time as a result.

The SLO is charged with producing a Customer Charter which outlines complaint procedures, from how to make a complaint through to setting expectation as to when a response can be expected. At Leeds United, the new SLO worked with the TALENT Sport team to develop a set of reports allowing analysis by match(es), department(s) and also method of resolution which would then be used for end of season reporting as well as a tool for the ongoing management of any supporter complaints.

The SLO reports can be tailored to report back on all aspects of the complaints management procedure, from tracking the date that the complaint was raised to how it was resolved and if there’s any cost implications. It also highlights supporter membership numbers and details, enabling serial/regular complainers to be identified. These reports produced by the TALENT system ensure any football club can easily become fully compliant with this new regulation when reporting back by the end of the season.

Our TALENT Sport system is sometimes perceived to just be helping clubs manage ticket sales efficiently. Whilst this an important aspect of the system and a key area of management for clubs, it has broader capabilities including customer relationship management features from which these Supporter Liaison Officer reports can easily be produced. This helps deliver a great supporter experience and remove administration for clubs so they can get on with running their football business,

commented Rob Such, TALENT Sport product manager at IRIS Ticketing.