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Bristol Ticket Shop closing after 30 years

Independent UK-based ticketing company Bristol Ticket Shop has announced it is closing down, citing overdue payments from a debtor.

Launched in 1987 as a concession in Virgin shops and then in record retailer Our Price, Bristol Ticket Shop later found its own home in the centre of the UK city of Bristol. With a focus on supporting the local music scene, Bristol Ticket Shop also sold tickets to events such as Glastonbury Festival and Download Festival.

“After more than 30 years being part of Bristol’s incredible music scene, Bristol Ticket Shop is sadly closing,” reads a post on the ticketer’s Facebook page.

“All the staff here are devastated. The list of incredible events we have supplied tickets for is overwhelming. There are so many regular customers, old and new, that we have really enjoyed talking to over the years and we will miss you all dearly.”

“After more than 30 years being part of Bristol’s incredible music scene, Bristol Ticket Shop is sadly closing”

The management team owes the closure to “news that a debtor owing a large amount of money was unlikely to be able pay in a timely manner”, as well as to the illness of the company’s owner, which has “had a large impact on the resilience of the business”.

The company states it is instructing a third party to negotiate with promoters in order to ensure that “there is as little impact to the customer as possible”. Although the ticketer aims “to honour tickets for future events”, it notes this may not always be possible, in which case refunds will be issued.

Bristol music fans have responded to the “sad news”, showing support for the ticketer, which formed a “huge part” of the local live scene.

According to the International Ticketing Yearbook 2019, the primary ticketing business in the UK is “incredibly competitive”, with major international companies including Ticketmaster, See Tickets, AXS, Eventim and Eventim taking a large share of the market.

Many local independent outfits, such as Manchester’s Ticketline, Birmingham’s the Ticket Factory, Leeds’ Ticket Arena and Nottingham’s Gigantic – now majority owned by DEAG – also perform well.

 


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Noel Edwards rejoins TTF as commercial director

NEC Group’s the Ticket Factory has appointed Noel Edwards to the role of commercial director.

The hire brings Edwards, who began his career at the then NEC Box Office, back to the company after 15 years. In that time, Edwards has held roles at Songkick, ticketing platform Crowdsurge and event travel and ticketing company Kaboodle.

“I am truly thrilled to be back where it all started for me,” comments Edwards. “It feels very much like a case of returning home but naturally the business is completely unrecognisable to the one I joined as a customer service and sales representative back in 2002.

“I have some fantastic memories of my first spell with the business, including being nominated for [IQ’s] rising star New Bosses award by my peers. Helping to set up and rebrand to the Ticket Factory alongside some talented colleagues was also a highlight of my first stint, and it’s extremely satisfying to see how that brand is flourishing today.”

“I am truly thrilled to be back where it all started for me”

Richard Howle, director of ticketing at the Ticket Factory, adds: “In Noel we know we have appointed someone with vast experience in the ticketing and entertainment industries, with an already strong affinity and connection to both the Ticket Factory and NEC Group.

“It is a fantastic story to have Noel back in the fold and I’m delighted that he is joining us to help grow both our client base and wider commercial offering, shaping the Ticket Factory’s long-term strategy.”

The official box office for the NEC, Arena Birmingham and Resorts World Arena, the Ticket Factory sells around 2.5 million tickets annually and recently launched a brand-new website. According to the International Ticketing Yearbook 2019, the Ticket Factory is one of several successful independent ticketing companies operating in the “incredibly competitive” UK primary ticketing business.

See IQ’s New Bosses 2019, this year’s selection of the industry’s brightest talent under 30, here.

 


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The innovators: 2019’s ticketing pioneers

Technology and ticketing go hand-in-hand and, in recent years, an increasing number of companies have developed innovative solutions to make the ticketing sector more secure and sophisticated for event organisers, venue operators and fans alike.

As part of the International Ticketing Yearbook 2019 (ITY), IQ talks to ticketing companies Oxynade, Tixserve, Protect Group, Activity Stream, Queue-it, Ticketline, Ticketplan, Gigantic, the Ticket Factory, Ticketmaster, Tickets.ie and FanDragon Technologies to gain a deeper insight into the most significant technological advances affecting the industry today.

 


Oxynade

The white-label ticketing partner offers an all-round system that includes a fully equipped back office, box office and specialised features covering a broad range of verticals, meaning ticketing companies don’t need to take on the cost and resources of setting up their own platform. The company’s eTicketing as a service (eTaaS) solution launched in 2017 and already has a global clientele.

Recently the Belgium-based company has invested heavily in improving its offer from an UI and UX perspective, with clear flows for ticket-buyers. It has also updated its API integration to enable clients to use their own Payment Service Provider (PSP). This means people can not only pay using their preferred PSP, but ticketers can offer bundles such as merch, food coupons or travel services, which can drive up revenues. Furthermore, the upgraded API offers ticket-buyers the opportunity to complete purchases using other forms of payment, such as gift vouchers, pre-charged cards or even ‘event currency’.

In September 2018, the firm launched its inaugural eTaaS Summit in Germany, which drew almost 50 delegates from 14 countries for networking and insightful panels. The event will take place again in April 2020, with a new approach. “We want to go really in-depth,” says company spokesperson Hannah Coekaerts. “We’re inviting international clients and top-notch speakers.”

The Belgium-based company has invested heavily in improving its offer from an UI and UX perspective, with clear flows for ticket-buyers

Tixserve

The B2B, Software-as-a-Service, white-label, ticket fulfilment company enables its clients to deliver secure digital tickets to their customers’ mobile phones.

Tixserve launched in the UK in 2017, and managing director Patrick Kirby says that its focus on solving problems for clients and doing trials with potential clients is now delivering strong growth for the company.

In April 2019, the company announced a partnership with UK entertainment retailer HMV to help with its diversification into live events. Tixserve worked with HMV to deliver signing sessions with US band Twenty One Pilots at six stores. The events took place during the UK leg of the band’s Bandito tour and were fully digitally ticketed. Passes were sold by HMV as part of a bundle with the band’s fifth album, Trench.

In the run-up to the events, touts were advertising yet-to-be-activated Tixserve tickets online for up to £200 – a mark-up of more than 1000% on the album/ticket bundle. When fans alerted HMV of these cases, organisers were able to disable all ticket transfer functionality, unless authorised, on a case-by-case basis, by using Tixserve’s technology.

In July 2019, Tixserve announced a multiyear agreement with the Rugby Football Union (RFU) for the provision of secure digital ticket delivery services for Twickenham Stadium, the home of England Rugby. The competitive tendering process involved extensive trials with full system testing at numerous events to validate the Tixserve digital ticket fulfilment solution, which included the ability to operate with the existing infrastructure at Twickenham Stadium provided by Ticketmaster and Fortress.

“Tixserve will be announcing a number of other high-profile client deals in the second half of 2019, in the music, theatre, and sports segments of the live events market”

Speaking after the deal, Kirby said: “Tixserve will be announcing a number of other high-profile client deals in the second half of 2019, in the music, theatre, and sports segments of the live events market. We are excited by the scale of opportunity of working with the RFU and the momentum of this success has already opened up business development opportunities for Tixserve not just in the UK and Ireland but in Europe, the USA and Asia.”

Market interest in digital ticketing has significantly increased over the last 12 months, to the extent that Tixserve is now handling a large volume of inbound enquiries from potential clients. Kirby says: “We are not in the business of selling ‘technology’ to clients but instead we focus on understanding the needs of potential clients and solving their business problems with a software platform that uses proven, high-performance and cost-effective enabling technologies.”

He also cautions against the hype associated with many start-up, technology- led companies setting out to ‘disrupt’ an industry such as the live event ticketing sector. “Tixserve’s mission is to add value to the live events industry by enabling its clients to gain business benefits from the adoption of digital ticketing including convenience for customers, security, authorised ticket exchange, lower costs, ‘know your customer’ data capture, and new digital commerce revenue streams that have the potential to transform the ticket into a profit centre.”

 

Protect Group

Protect Group provides innovative event cancellation protection and refund protection to all sizes and types of ticketing companies, platforms, events, venues, sports teams and more.

“We developed our solutions to not only provide the broadest and most comprehensive protection to our members and their ticket buyers, but also to generate new revenue streams to tackle rising costs and reduced margins for events,” says Ben Lenighan, head of commercial partnerships at Protect Group.

Protect Group first experienced success with Event Protect, their event cancellation protection, which was primarily for ticketing companies but also allowed organisers to reduce their financial risk and be assured their events were protected. This was due to increasing cancellation risks globally, as well as demand for a quicker and a more cost-effective insurance solution of this type.

Soon after, Refund Protect was created after the company saw the chance to create a more consumer-centric refund protection product for ticketing companies.

Ticketing companies integrate Event Protect and Refund Protect via a simple API, which allows sales transactions to be underwritten by Allianz Global Corporate & Specialty, Tokio Marine HCC and Swiss Re – three of the largest insurance providers.

“We developed our solutions to not only provide the broadest and most comprehensive protection to our members and their ticket buyers, but also to generate new revenue streams to tackle rising costs and reduced margins for events”

Protect Group says this means events and attendees have the best protection in place without admin work required from the organiser and/or ticketing company and with no upfront costs.

Since inception Protect Group says it has underwritten millions of transactions, handling the entire refund process for ticketing companies and events.

Lenighan continues, “The key is to refund attendees quickly and transparently, either if the event cancels or if the attendee themselves cannot attend the event due to unforeseen circumstances. We do this within seven days, with an average refund time globally of four days, to ensure that attendees are kept satisfied and negative social media impact is reduced.”

Based in Leeds, UK, Protect Group has members in over 25 different countries. It is opening international business hubs in North America, Latin America, Southeast Asia and Oceania as part of a global expansion resulting from an increase in demand.

 

Activity Stream

The aim of Activity Stream is to make data accessible and valuable to the layman, so people can understand important information relating to ticket sales without needing a data science qualification.

When it comes to analysing data, most organisations are left with two choices: working manually with reporting tools and making lists and reports in Excel, or (for the major organisations only) investing in building your own data warehouse combining data from multiple sources. But that’s a multiyear project, costs hundreds of thousands of dollars, and takes up key resources.

“We launched the company based on a middle way, a model of SaaS,” says Martin Gammeltoft. “We used AI, cluster analysis and weak-pattern recognition that you wouldn’t get by working in Excel, and built an AI model to predict ticket sales.

“Our AI is trained on multiple data sets rather than solely based on the one organisation’s it’s plugged into, so it’s able to help people straight away.

“It looks at things like whether some categories are moving faster than others, are you attracting lots of first-time buyers to specific events; it combines the ticket sales information and the digital side of things so you can look at the effect of campaigns. You can see ticket sales in real time but also see where they are coming from – whether it’s a Facebook campaign or mail-out or from one of your partners.”

“AI is like someone who has 40 years’ experience in the industry at 16 different venues – they can’t specifically email one person, but they apply their knowledge to their latest job”

The resulting easy-to-understand platform gives powerful insights that help improve marketing, planning, saves time and improves revenues, says Gammeltoft.

“The nature of AI is that you can train the model on data sets, and then transfer the learning to other organisations. So you never see a competitor’s data or use it, but the AI has learned from many sets. It’s like someone who has 40 years’ experience in the industry at 16 different venues – they can’t specifically email one person, but they apply their knowledge to their latest job. The AI learns from patterns but it’s not bringing specific consumers’ information or sales or events.

“It can tell you things like 92% of your Facebook sales are a particular demographic, so maybe you need to adjust that, or that a particular high-value customer hasn’t bought a ticket in 16 months but has suddenly come back.”

Gammeltoft, who has a background in economics, believes these AI-assisted insights will have a profound effect on the industry because they can identify things a human might not notice.

Clients include AXS, The Shubert Organization and London’s Barbican Centre.

 


Continue reading this feature in the digital edition of ITY 2019, or subscribe to the magazine here

First hire for new UK ticketing apprenticeship

NEC Group’s the Ticket Factory (TTF) has become the first employer to participate in an industry first ticketing apprenticeship, jointly developed by the Society of Ticket Agents and Retailers (STAR) and National College Creative Industries.

The one- or two-year course – first mooted in July 2016 – teaches apprentices to “provide a high-quality service to customers within the ticketing industry”, including skills relating to customer service and working to industry regulations.

TTF’s first hire under the scheme is 21-year-old Melissa Halling, who upon completing a one-year apprenticeship will be the first-ever recipient of the snappily named ‘apprenticeship standard in customer service practitioner – ticketing’.

Richard Howle, director of ticketing for the Ticket Factory, comments: “We are proud to support STAR and the National College Creative Industries with this initiative in welcoming the UK’s first ticketing apprentice to the team.

“We hope that this apprenticeship will open doors for many young, talented individuals”

“We operate in a rapidly changing world, where customers demand the best, and our team is passionate about driving new ideas and being at the cutting edge of innovation. Ticketing is a brilliant industry which requires a broad range of skills and expertise and is full of opportunities.

“We are delighted to welcome Melissa, whose enthusiasm and desire to learn is infectious, and we hope that this will be the start of a long and successful career in ticketing.”

“Our focus was to create a new apprenticeship that would lead to a valuable industry qualification, plus one that would add real value to the employer,” adds STAR chief exec Jonathan Brown. “Centred on real work competencies demonstrated in a real work environment, the aim is to drive quality and consistency through both on-the-job and off-the-job training.

“We hope that this apprenticeship will open doors for many young, talented individuals and support them in forging an exciting career in this fast-paced and creative industry.”

 


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The Ticket Factory introduces new commercial team

One of the UK’s leading national ticketing agents, the Ticket Factory, has today announced the creation of a new commercial team tasked with creating more sales and driving profits.

The ticketing company, is owned by UK venue operator NEC Group and is the official box office for the NEC Birmingham as well as a ticket seller for top music festivals like Latitude and Download. It hopes the move will nurture already established links with clients and partners as well as secure new ones.

The team will be comprised of four handpicked individuals. Previously consumer sales and marketing director, Chris Pile has been appointed as commercial director. He will be joined by Nick Fenton, who will take on the role of commercial manager. Fenton will also be tasked with selling TTF’s industry-leading trade system ExpoWare.

On the subject of his new appointment, Pile says: “I’m looking forward to the opportunities myself and my team can build and nurture with both clients and partners for the Ticket Factory.  

“This is the next exciting stage in the Ticket Factory’s development”

“Driving market awareness of TTF’s products and services is essential to achieving our business goals.”

The pair will be joined by partnership manager Aliya Hussain, who will take on the company’s marketing and distribution reach. The team is finished by group sales manager Kelly Sharman.

Speaking about the Ticket Factory’s aims, director of ticketing Richard Howle says: “This is the next exciting stage in the Ticket Factory’s development.

Introducing a dedicated commercial team serves to propel these ambitions.”

The news of the new commercial team comes after the Ticket Factory recently secured an exclusive three year ticketing contract with Crufts. It hopes the new team will be able to deliver an expanded product range to high-profile clients like this.

 


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