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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

 

Galaxy Connect™ Gains Momentum in UK Market

Galaxy Connect™ Gains Momentum in UK Market as Venues Look to Increase Ticket Sales and Enhance the Guest Experience

Attractions and representatives of the travel trade recently gathered at Church House Westminster, London, to discuss ways to broaden awareness and increase ticket sales through the new cloud-based platform, Galaxy Connect.

Galaxy Connect allows for easy integration of attraction venues and resellers to sell live tickets to customers.

“Galaxy Connect makes it easier for attractions to partner with distributors and resellers, quickly engaging with customers around the world to increase exposure and ticket sales,” says Andy Povey of Gateway Ticketing Systems. “What’s more, Galaxy Connect is easy to set up with no need for additional training for front of house teams.”

Another benefit of Galaxy Connect is immediate admission. “Because sales through Galaxy Connect are live tickets not vouchers, guests can use their smartphones to gain direct access to the venue rather than queuing for the box office,” explains Don Eash, Executive Vice President/Chief Operating Officer, Gateway Ticketing Systems.

“Galaxy Connect is a massive improvement for distributors. On top of offering more flexibility and real-time access to venues’ ticket systems, it will also create an electronic data trail reducing fraud. We are also looking at new opportunities to generate revenue through the use of mobile app and geolocation,” says Andre Flambard, 365Tickets .

 

Galaxy Connect main benefits:

  • Enhance the guest experience – guests arrive with a live ticket or e-ticket and can enjoy direct-to-gate admission reducing front-gate lines
  • Enjoy real-time access to venue ticket systems – enabling resellers to sell capacity-managed events while avoiding sell-out situations
  • Streamline the reconciliation processes between attraction venues and resellers
  • Save costly IT resource time – connect with any number of online travel agencies and/or attractions with only one integration
  • Eliminate time-consuming voucher process – by selling live tickets, you can save countless hours of manual processing as well as reduce fraud issues

 

To learn more about Galaxy Connect, visit www.galaxyconnect.com or contact us on 0207 912 2022 or email sales@gatewayticketing.co.uk 

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 Attends Euro Attractions Show

Successful First Euro Attractions Show in Scandinavia

Approximately 7,000 visitors attend Europe’s leading conference and trade show for the attractions industry. Held in Gothenburg over three days (6 – 8 October) the European attractions industry was in Sweden to discover the latest developments in the amusement park and leisure industry. This conference and trade show is organised in a different European location each year.

In 2015 Euro Attractions Show (EAS) moved to the Scandinavian region (Gothenburg) for the first time. Karen Staley, Sr. Vice-President for IAAPA EMEA, stated:

“Going north was a good idea; EAS 2015 performed above expectations. The location of Liseberg right next to the Swedish Exhibition & Congress Centre provided attendees with a fully integrated park and Expo experience. This made the entire event inspiring, hands-on, and very enjoyable for all attendees.”

 

Trade show floor features variety of innovations

According to the initial reports, approximately 7,000 visitors attended the Expo in the second largest city in Sweden. They came from 96 countries with 30 percent from Scandinavia. Remarkable was the amount of visitors from Eastern Europe. In addition to visitors from the attractions sector, many attendees also represented campsites, shopping centres, water parks and family entertainment centres. No fewer than 408 companies exhibited their newest products for rides, attractions, ticketing and entry systems, 3D films, games, and much more on the 10,500 m2 trade show floor, making it the second largest show in the history of the event. There was a striking trend to interactivity and attractions combining several technologies. Examples of the latest technologies and products are slides combined with games and virtual reality glasses for roller coasters.

 

First fully park-integrated EAS trade show

EAS 2015 took place in the Swedish Exhibition and Congress Centre. Liseberg, one of the most well-known amusement parks in Europe with 3.1 million visitors per year, located directly across the street, was fully integrated in this years’ trade show. Not only the education sessions took place here, but also a backstage tour, special events, and evening events. Christian von Elverfeldt (Mack Rides, Germany):

“Gothenburg as host for the EAS 2015 was a great choice. The proximity to Liseberg extended the show floor and formed a great venue for the IAAPA events. We are honoured with great interest for our products during the show.”

 

Some social media reactions from visitors to this years’ event: “Lots of new connections”, “Liseberg was a perfect host”, “amazing Swedish hospitality”, “interesting and inspiring presentations”.

 

Inspiring seminars

Parallel to the Expo there was also an extensive educational programme with more than 30 hours of seminars. The interest in this programme was also overwhelming. Leading speakers from the industry shared their visions on topics including attractions management, revenue operations and profit generation, customer satisfaction, marketing, and leadership and developments in emerging markets . There were specialty day-long programmes for specific groups such as the IAAPA Institute for Attractions Managers, the IAAPA Safety Institute, the Young Professionals Forum, a forum for water park managers, and a symposium for family entertainment centres (FEC) and indoor arcades. Attendees also took part in excursions to a few parks in Sweden and Denmark where they had a look behind the scenes. Special events at Liseberg The Leadership Breakfast, featured a keynote address by Björn Ulvaeus, former member of the famous pop group ABBA, on intellectual property, had a capacity audience. The Opening Reception at Liseberg was also a huge success where attendees took the opportunity, besides riding the attractions and enjoying typical Swedish food, to network with colleagues.

EAS moves to Barcelona in 2016

Euro Attractions Show 2016 will take place at the Fira Barcelona Gran Via Convention Center, 20 to 22 September 2016. Industry professionals will gather here to discover the newest developments in the attractions industry. Many exhibitors have already booked their exhibit space to participate in this trade show. Additional information on EAS 2016 will available shortly at www.IAAPA.org/EAS

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.

Access Control for UK Pavilion Milan Expo by Gateway

Gateway Ticketing Systems UK, the leading provider of ticketing, revenue management, and access control solutions for visitor attractions in the UK and Ireland, has announced that it will provide timed access control and ticketing solutions for the UK Pavilion at the Milan Expo 2015, May 1 – October 31 2015.

The Milan Expo 2015 will focus on finding innovative solutions for feeding the world in a sustainable fashion. With over 145 participating countries and 1.1 million m² of exhibition space, this year is set to be the most popular yet with 20 million visitors expected to attend.

The UK Pavilion, designed by artist Wolfgang Buttress and architectural practice BDP and constructed and manufactured by Stage One, is inspired by recent scientific research and technology and showcases the role of the bee in our ecosystem.

High attendance figures are expected after the success of the UK Pavilion in Shanghai 2010, with the potential for tickets to sell out.  Gateway’s timed ticketing and access control solution keeps visitor flow constant and controlled offering guests the choice of time to visit and maximising the visitation of the Pavilion.

The system will improve the visitor experience by reducing queue times and allowing advanced ticket reservations. Tickets will be available via a webstore, self-service kiosks and point of sale units to provide a quick and easy transaction for the customer.

“The sheer size of this event means that effective ticketing is the difference between success and shambles, not to mention health and safety considerations with large numbers. We were excited to demonstrate where an overlay of our systems and expertise could improve Expo Milano immeasurably for 2015”, said Andy Povey, Business Development Director at Gateway Ticketing Systems UK.

Established in 2012, Gateway Ticketing Systems UK it has secured ten clients in its first 30 months of operation including the Roman Baths in Bath, Kew Gardens in London and BeWILDerwood in Norfolk.  The company is a joint venture between Gateway Ticketing Systems Inc. and software services specialist Metafour and is backed by over 25 years’ of experience in the U.S. market.