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European UGM Agenda

EUROPEAN GALAXY USER GROUP MEETING – AGENDA

 

Held at Radisson Blu
The Royal Mile, 80 High Street, Edinburgh, EH1 1TH

Welcome Reception: 19:00-21:00  |  Tuesday, 8 May, 2018  |  St. Giles Ballroom
Conference: Wednesday-Thursday  |  9-10 May, 2018 
Networking Event: 19:00-21:00  |  Wednesday, 9 May, 2018  |  Edinburgh Castle

 

Evening | 8th May | Tuesday

19:00 – 21:00 › Welcome Reception
Radisson Blu  |  St. Giles Ballroom

 

Day 1 | 9th May | Wednesday

10:00 › Introduction: Don Eash & Andy Povey  |  Gateway Ticketing Systems

10:40 › Getting in Focus for 2018: Don Eash  |  Gateway Ticketing Systems

11:45 › Creating the Ideal: Dave Langran  |  Gateway Ticketing Systems

13:30 › Welcome from our host  |  Historic Scotland

14:00 › Engaging with Different Audiences: Jemma Mansfield  |  NMRN

14:30 › Galaxy Tips and Tricks: Wanda Kalbach & Carly Straughan  |  Gateway Ticketing Systems

15:30 › A word from our sponsors: Bill Crane  |  TLS BOCA Systems

16:15 › Creating a Visitor Portal: Jonas Buhl Gregersen  |  Tivoli Gardens

16:55 › Open Forum

 

19:00 – 21:00 › Networking Event
Edinburgh Castle

 

Day 2 | 10th May | Thursday

10:00 › Welcome: Andy Povey  |  Gateway Ticketing Systems

10:15 › Trends in the Industry: Bernard Donoghue |  ALVA

10:45 › The Customer Experience – The Vital Ingredient: Stephen Spencer

11:45 › Galaxy{connect} Update: Wanda Kalbach  |  Gateway Ticketing Systems

13:30 › Exit Surveys: Lauren Childerhouse  |  SS Great Britain

14:00 › What’s new in Galaxy 7.2: Matthew Hoenstine |  Gateway Ticketing Systems

14:30 › Hints and Tips From a Galaxy Power User:  Roland Mailleux | Compagnie Des Alpes

15:00 › Customer Roundtables – Hot Topics for 2018

15:30 › Getting Visibility of Your Attraction: Ian Robinson

16:15 › The Gateway Visitor Portal: Matthew Hoenstine & Don Eash  |  Gateway Ticketing Systems

16:45 › Moving Forward in the UK and Europe with Gateway: Andy Povey & Don Eash  |  Gateway Ticketing Systems

17:00 › Open Forum

 

We look forward to you joining us in Edinburgh, sign up here

Gain Ownership of your Ticketing Operations for more Flexibility

 

Case Study: The Houses of Parliament

THE CUSTOMER
The Houses of Parliament is the meeting place of the House of Commons and the House of Lords of the United Kingdom each playing an important role in Parliament’s work. There are a number of ways UK residents and overseas visitors can visit the Houses of Parliament including commercial tours.

 

THE CHALLENGE
The Houses of Parliament used to outsource their commercial tour ticket sales. This arrangement met their needs while they were only opened during summer and their ticket offer was simple.

When Saturday and weekday openings were introduced in 2010, The Houses of Parliament required a flexible and cost-effective ticketing system to support the forecasted increase in visitor numbers and a more complex range of offers including additional tour options and linked offers with the catering department.

“Gaining ownership has allowed us to be more flexible, extend our offer and deliver the projects we wanted to do,” explained Matthew Morgan Commercial Operations Manager at The Houses of Parliament.

 

THEIR SOLUTION
The House of Parliament started to look for an in-house solution allowing them to manage their ticketing and admission control as well as creating bespoke offers.

Following a tender process, The Houses of Parliament chose Gateway Ticketing Systems (Gateway) to supply a solution for online and onsite booking facilities including admission control and online sales.

Gateway’s solution gives them the ability to easily manage both advanced and real-time bookings from various locations and for both groups and individuals. Front-house teams have found the new points of sales very easy to use and Gateway created The Houses of Parliament’s web store using the same visual identity as their website for a smooth online customer experience. 

Since Gateway has been installed and training provided, The Houses of Parliament configure the system themselves and make any required changes in-house while Gateway ensures system maintenance and service support.

 

THEIR BUSINESS BENEFITS
The Houses of Parliament can now manage their own ticketing operations and be more proactive with their offering as well as getting closer to their customers.

“Since we’ve implemented Gateway; our visitor numbers have increased by 13% per year and our income by 20% year on year.” observed Matthew Morgan, Commercial Operations Manager

A new dedicated team
Following the implementation of Gateway’s system, a new dedicated booking team was formed and trained to better answer any customers’ demands and consequently increase the Houses of Parliament’s customer satisfaction.

Bespoke offers
The Houses of Parliament are now able to create new ticket options in the system for special occasions, as and when required, for both online and on-site sales. Gateway’s system can be easily configured in-house to achieve what they want to do with their customer offer, in a timely manner.

Deeper relationship with visitors
The Houses of Parliament are looking at integrating a customer relationship management solution, CRM Plus | Powered by Galaxy, to be able to engage in a deeper relationship with their visitors, creating more relevant communications and bespoke offers.

Increase sales
Taking advantage of Gateway’s continuous development, The Houses of Parliament are also interested in joining Gateway’s Galaxy Connect community to engage in more global ticket distribution through online travel agents. More information about Galaxy Connect available on www.galaxyconnect.com

 

Download a copy of this Case Study

 

Houses of Parliament select Gateway for Ticketing Tours

Gateway Ticketing Systems UK, the leading provider of ticketing, revenue management, and admission control solutions for visitor attractions in the UK and Ireland, has been selected by the Houses of Parliament to deliver the ticketing and sales solutions for the historic building’s commercial tours.

The Houses of Parliament is one of the leading attractions in London with over one million visitors each year, of which 260,000 pay to enter.

Amy Pitts, Head of Visitor Services and Retail at the Houses of Parliament said,

“The Gateway Ticketing Systems’ product has enabled more flexibility for our tour offering and will improve the visitor journey for ticket purchasing and visitor entry for tours.”

Gateway’s ticketing and sales solution has many advantages over the previously fully managed service which will benefit day-to-day operations and the guest experience:

  • improved upsell and package options
  • more sales channels
  • direct interfaces with tour operators
  • access to management information including booking profiles
  • direct integration to finance systems
  • access control software to make visitor entry more efficient
  • improved sales solutions

Commenting on the announcement, Andy Povey, Operations Director of Gateway Ticketing Systems UK, said,

“Being called in to work with the Houses of Parliament on their visitor sales systems and access ticketing solutions is a real win. We are proud to be working with such an iconic attraction providing behind-the-scenes support. The addition of the Houses of Parliament takes us to five key London locations within a half-mile radius.”