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Kidzania Reaps Rewards of Integrated CRM & Ticketing

Gateway Ticketing UK (Gateway) supplies timed ticketing and integrated CRM tools for Kidzania London to ensure smooth sales and marketing processes for a busy mall environment

 

The timed ticketing and integrated CRM delivered by Gateway allows KidZania to manage demand, visitor flow and avoid long queues in Westfield Shopping Centre, while increasing revenue by enabling the sale of more tickets at a better yield.

When planning for Kidzania commenced it became clear that its popularity with young families and its location in a very busy mall environment could create a large volume of traffic which the mall would be unable to cope with. Both the check in desk and the mall environment had the potential to become congested and this needed to be addressed immediately to ensure overcrowding was avoided.

A solution was sought which would help reduce queues, maximize revenue generation and integrate seamlessly with KidZoft. After an extensive search Gateway ticketing UK was selected to do the job.

 

“The main attractions with Gateway were the tried and tested software, the experience of their team and the strength of their existing client portfolio and we have already been impressed by their approach to our needs as a new customer” said Helen Carpendale, COO

 

In order to streamline the flow of visitors it was decided to allow families into the attraction at regular intervals during the day; effectively spreading out the families’ arrival at the check in desk. By encouraging visitors to arrive through the day, rather than at the regular 2 timeslots each day, the families wait time was significantly reduced on entering the mall environment and at the check in desk.

During the planning phase of Kidzania London it was shown that the combination of controlled capacity timeslots and the loss of the midday changeover allowed the attraction to increase its theoretical capacity by around 25% whilst at the same time reducing queue times and increasing guest satisfaction.

Gateway software provides KidZania with the tools and training to manage the capacity of each timeslot on an ad-hoc basis meaning they can increase and decrease capacity and timeslots based on each day’s trading. This requires no changes to the software itself and can be done in house by any trained and responsible team member.

With Gateway providing the software KidZania London were also able to utilize online sales which allows families to pre-book into any timeslot available which is tightly capacity controlled. When a timeslot becomes full it becomes unavailable for purchase and the customer is shown only those slots with tickets available. By encouraging pre-booking with guaranteed entry times and online only discounts Kidzania London is able to control demand on busy days and give a VIP experience to those customers who pay in advance and choose the best timeslots. The webstore also allows parents to pre-pay for food packages meaning the children do not need to carry real world money around the City and ensuring each child spends in Food & Beverage locations.

Not only have KidZania London seen a large increase in capacity of the attraction but the flexible software has enabled them to also increase revenue. Price-programs built into the system give KidZania London complete control of pricing so that pricing can be controlled by timeslot, day and season. By applying a slightly higher price to oversubscribed entry times KidZania London can increase revenue and encourage visitors to choose a less busy day; smoothing demand whilst also adding to their bottom line.

The first 6 months of trading saw KidZania London flow smoothly even with the exceptionally busy Christmas Trading Period in the Mall and increase revenue through a number of strategies including adding Food & Beverage offerings to online sales, encouraging repeat visits of school children and by managing the capacity and pricing of entry very closely.

The integration of Galaxy software into KidZania London allows the team a great deal of flexibility but also the ability to get to grips with their business through in depth analysis of their visitors. By using Gateway Insight to analyse their customer data KidZania London gain useful insight into what people are buying, where they are travelling from and much more. Easy to interpret dashboards allow high level data to be shown live in offices all around the site in order for teams to work more effectively.

 

Andy Povey – Business Development Director at Gateway Ticketing Systems UK said “Working closely with the Kidzania teams in London and Mexico City has been a great experience. Integrating our proven timed ticketing solution into the bespoke Kidzoft system has resulted in the best of both worlds for Kidzania London. The Kidzania development team are now able to focus on their specialist area while the Kidzania London team are able to take advantage of our world leading ticketing, booking and integrated CRM tools. We look forward to our continued partnership with KidZania and working together on future projects.”

 

About Gateway Ticketing Systems, Inc.

Gateway Ticketing Systems, Inc. is the world leader in admission control and ticketing software for the attraction, amusement, and transportation industries.

 

About Gateway Ticketing Systems UK

Gateway Ticketing Systems UK was established in 2012 and provides admissions solutions and integrated CRM to museums and galleries; heritage attractions and historic houses; zoos and gardens and theme parks and events.

In under three years of operation in the UK, Gateway has secured ten new clients including the Roman Baths & Fashion Museum, Bath, Kew Gardens, London and V&A Museum, London.

For more information go to www.gatewayticketing.co.uk

 

 

Gateway Ticketing Systems ideally placed to assist with challenges of spending cuts

Gateway Ticketing Systems UK ideally placed to assist with recently announced spending cuts in the Museums and Heritage Sector.

 

Gateway Ticketing Systems UK (Gateway) is ready to help attractions in the Cultural, Arts and Heritage sector who must tackle spending cuts or face extinction.

 

The recent announcement from Lancashire County Council, as reported by Museums Association, regarding the closure of 5 museums is viewed by many as an inevitable consequence of spending cuts and a pre-emptive strike before the chancellors spending review announcements.

 

Now that the spending review outcomes have been announced, there will certainly be major concern across the cultural and heritage sector as to how to tackle the loss of funding. As traditional central and local government spending is cut, organisations need to rapidly find additional sources of income if they are to survive. The upbeat nature of the recent Museums Association Conference in Birmingham, with its underlying resilience theme, gave many organisations hope that there was life after government spending cuts. Indeed, in many cases, the opportunities presented by gaining varying degrees of freedom from local and central government control were appealing to many leaders in the sector.

 

All heritage organisations have the opportunity to use their collections and buildings in different ways in order to generate income. This change of direction is hard for some, frightening for many and will pose difficult questions to all within the sector. How to remain true to traditional values and ethos, whilst becoming more commercially minded is something of a cultural shift.

 

Gateway has seen exactly this kind of change of commercial direction in many sectors and believes that it represents an exciting challenge, and one that Gateway is ideally placed to assist arts and heritage colleagues with. Gateway has the experience and insight to help organisations review their business plans, strategies and future approaches. Gateway also has the products and processes to turn new ideas and strategies into reality; to drive efficiency and savings whilst, at the same time, generating new lines of income.
 

Andy Povey, Business Development Director at Gateway Ticketing Systems UK said:

“Whilst the news from Lancashire County Council is shocking it is a huge wake up call for those in the industry. Heritage organisations must face the challenge of bridging the funding gap and this can only be achieved by opening up new income streams. Turning your free visitors into members, donors and contributors is vital for ensuring your future”

 

The spending cuts are here and they need to be faced. Gateway is the ideal partner to help you on this new and challenging journey.

 

We’re excited about your future … we know that you will be too.

 

 

 

About Gateway Ticketing Systems, Inc.

Gateway Ticketing Systems, Inc. is the world leader in admission control and ticketing software for the attraction, amusement, and transportation industries.

 About Gateway Ticketing Systems UK

Gateway Ticketing Systems UK was established in 2012 and provides admissions solutions to museums and galleries; heritage attractions and historic houses; zoos and gardens and theme parks and events.

In under three years of operation in the UK, Gateway has secured ten new clients including the Roman Baths & Fashion Museum, Bath, Kew Gardens, London and V&A Museum, London.

For more information go to www.gatewayticketing.co.uk

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.”

Kew Gardens selects Gateway’s Integrated CRM System

Gateway Ticketing Systems UK has provided a new ticketing and customer relationship management (Gateway Insight CRM) system for Royal Botanic Gardens, Kew.

Gateway Insight CRM system went live at the Royal Botanic Gardens, Kew, in April 2014 and has also been installed at Kew’s Wakehurst site in East Sussex. The improved CRM system gives a single view of the customer across its entire organisation. This enables Kew Gardens to easily keep track of its customers and ultimately to convert more day visitors into members.

In addition, Gateway Insight is also providing time and capacity controlled ticketing for Kew’s Pagoda. The Pagoda creates a new revenue stream for Kew and will increase visitor secondary spend.

Commenting on the announcement, Andy Povey, Operations Director at Gateway Ticketing Systems UK, said, “Kew is an iconic attraction that draws visitors from across the globe and we’re thrilled to have the opportunity to work with them on this exciting project. Gateway has many years’ experience in helping businesses improve their ticketing and CRM systems and we look forward to helping Kew increase their revenue and improve visitor satisfaction and loyalty.”

The selection of Gateway Insight by Kew for its integrated CRM underlines the company’s strong presence in the Museums and Heritage sector.

Gateway Insight CRM provides:

  • Seamless integration to the Gateway Ticketing System ensuring that all related purchase and usage information is available for action within CRM
  • A powerful, configurable workflow engine that allows for automation of visitor engagement tasks such as pre and post visit email generation and delivery
  • A powerful segmentation capability that allows for visitor groupings to be identified and addressed (e.g. An email to all people who have bought tickets last year but haven’t done so this year)
  • Seamless integration to Microsoft Outlook allowing for easy tracking of incoming and outgoing email conversations, and the conversion of emails into customer service cases
  • Seamless integration to online marketing solutions allowing for powerful, trackable email and social media campaigns to be planned, launched and tracked within CRM
  • Powerful data visualisation and list generation tools allowing authorised staff to display relevant metrics in real time; and
  • A highly configurable platform upon which to base all visitor and stakeholder management capabilities that an attraction may require to meet their specific needs

Gateway Insight CRM is hosted in the Microsoft Cloud (in the EU for European customers) and, hence, requires no IT resources from customers in order to use the service. The user interface is available within an internet browser, on mobile devices and directly from within a Microsoft Outlook client.

V&A Museum Replace Legacy Systems with Integrated Gateway Insight CRM

Gateway Ticketing Systems UK, the leading provider of ticketing, revenue management, and admission control solutions for visitor attractions in the UK and Ireland, has provided the V&A, the world’s leading museum of art and design, with a replacement CRM and Revenue Management system, Gateway Insight.

The new system, which went live on 27 November 2014, will enable the V&A to bring all its ticketing in-house.  By streamlining its systems, the V&A will be able to:

  • provide improved customer service
  • achieve more effective data capture
  • improve monitoring of cash flow and income
  • maximise revenue

Commenting on the announcement, Tim Reeve, Chief Operating Officer at the V&A, said, “The implementation of a comprehensive CRM system will enable the V&A, for the first time, to have a single customer view. This brings benefits for our visitors – who will ultimately be able to purchase tickets, renew their membership and buy an exhibition catalogue, in one easy transaction – and for the Museum in terms of operational efficiencies and revenue generation. The new system is a key component of our strategy to further engage with our visitors, by sending them more timely and relevant communications which will really add value to their experience of the V&A.”

The first phase of the project included the implementation of new ticketing, booking and CRM systems, replacing all in-house ticketing and booking systems for V&A events and exhibitions.   In total over 12,000 live event dates from legacy systems has to be migrated into Gateway Insight. The second phase of the project includes a comprehensive CRM solution suite which can create a single, detailed profile of each customer.   Using this data, the V&A will be able to enhance its marketing and revenue building strategy, with an improved conversion from one-off to repeat visits and better customer experience. Established in 2012 as a joint venture between software and services specialist Metafour and Gateway Ticketing Systems Inc, Gateway Ticketing Systems UK has secured ten clients in its first 30 months of operation.  The selection of Gateway by the V&A underlines the company’s strong presence in the Museums and Heritage sector. Gateway Insight shows Gateway’s commitment to providing world class solutions to the Museums and Heritage sector.

Andy Povey, Business Development Director at Gateway Ticketing Systems UK, explains, “We’re proud to announce the successful installation of this first phase of Gateway’s integrated ticketing and CRM solutions at the V&A. This successful project helps to cement Gateway’s position in the cultural and heritage market and further demonstrates our commitment to providing the most effective ticketing, booking and CRM solutions in the arts and heritage sector.”

  Gateway Insight CRM provides:

  • Seamless integration to the Gateway Ticketing System ensuring that all related purchase and usage information is available for action within CRM
  • A powerful, configurable workflow engine that allows for automation of visitor engagement tasks such as pre and post visit email generation and delivery
  • A powerful segmentation capability that allows for visitor groupings to be identified and addressed (e.g. An email to all people who have bought tickets last year but haven’t done so this year)
  • Seamless integration to Microsoft Outlook allowing for easy tracking of incoming and outgoing email conversations, and the conversion of emails into customer service cases
  • Seamless integration to online marketing solutions allowing for powerful, trackable email and social media campaigns to be planned, launched and tracked within CRM
  • Powerful data visualisation and list generation tools allowing authorised staff to display relevant metrics in real time; and
  • A highly configurable platform upon which to base all visitor and stakeholder management capabilities that an attraction may require to meet their specific needs

Gateway Insight CRM is hosted in the Microsoft Cloud (in the EU for European customers) and, hence, requires no IT resources from customers in order to use the service. The user interface is available within an internet browser, on mobile devices and directly from within a Microsoft Outlook client.

New Visitor Management System for The Roman Baths

Gateway Ticketing Systems has added another prestigious world heritage site to its growing customer portfolio winning the contract to provide a new Visitor Management system at the Roman Baths in the historic city of Bath in Somerset, England.

Already providing visitor management systems to sites including Edinburgh Castle and Stirling Castle in Scotland, the Museum of the Acropolis in Greece, and the National 9/11 Memorial Museum in New York, USA, Gateway will be installing a new system for the Roman Baths, which in addition to this venue also covers the nearby Fashion Museum.

The Roman Baths allow visitors the chance to explore one of the greatest religious spas of the ancient world, while the Fashion Museum features a world-class collection of contemporary and historical dress. The visitor management system from Gateway Ticketing Systems will provide guests with the opportunity to buy tickets for both venues, either as individual or combined tickets. Each site will be running the company’s leading POS with online sales system for individuals, groups, and the travel trade, with print at home ticketing and flexible access control appropriate for use in a Grade 1 listed property.

Gateway is working with the Roman Baths team to plan the transition to the new system ensuring replication of the site’s existing reporting structures in order to support year on year comparisons while still allowing them to take advantage of the flexibility of the new system. Using Gateway Ticketing, attendance and sales data will be available in real time without the requirement for manual processes.

Commenting on the partnership with Gateway Ticketing, Patricia Dunlop, Commercial Manager for Heritage Services at Bath & North East Somerset Council said:

“We considered a number of ticketing and access control providers but decided on Gateway as the company to partner with at the Roman Baths. We believe that they can provide an excellent system and hardware but we also see them as a partner who could work with us to deliver an enhanced service to our visitors and, significantly, help us to increase revenues in the long term. We are confident our partnership with Gateway Ticketing will bring many benefits to the Roman Baths, in relation to the overall operation of the site and the customer experience provided.”

For Gateway Ticketing, UK Operations Director Andy Povey said:

“We are delighted to have partnered with the Roman Baths and to add them to our already impressive portfolio of World Heritage sites. With two sites involved in Bath, they will be making full use of both our package and upsell tools which have enabled other Gateway Ticketing customers to enjoy significant increases in revenues. The system will help to improve the visitor experience and operational activities and we look forward to working with Patricia and her team going forward to help them achieve a number of goals.”

Gateway UK provides the full range of Gateway’s world renowned revenue management solution for general admission ticketing at all venues within the attractions sector, including museums and galleries, heritage attractions and historic houses, zoos and gardens, theme parks, and events, as well as for those in the bus and ferry transportation sectors.

For information about the Roman Baths, visit Roman Baths & Fashion Museum.

For more information about ticketing and visitor management solutions, contact Gateway Ticketing on 0207 912 2022 or email sales@gatewayticketing.co.uk