Equipped with deeper insight into digital customer behavior, Shubert Ticketing is already experiencing the financial benefits of delivering higher-quality experiences.

“The interrelationships between our back-end systems and customer-facing sites are complex, and making changes increases the risk of inadvertently introducing sticking points along a customer journey,” explains Tattenbaum. “It’s crucial that we catch and fix these kinds of issues quickly, because even an hour of being unable to process all customer orders can quickly add up, especially during a big on-sale.

“For example, we recently discovered via our contact center that there was an issue in our checkout process that caused country codes for some international customers to be entered twice into our booking systems — preventing these customers from completing their orders. In the past, solving this error would have required us to find the log data from the customers affected, then build up enough information to identify the problem and push out a fix — a potentially painstaking process.

“Thanks to our Acoustic solution, we successfully diagnosed and remediated this issue almost twice as fast as was previously possible. What’s more, if the issue had continued, we estimate that we could have missed out on a significant amount of ticket sales — a clear indication that there is a major advantage in solving experience issues quickly.”

The ability to drill down into customer sessions is empowering Shubert Ticketing to build closer relationships with its theater clients.

“When a new show goes on sale, it’s crucial to demonstrate to our clients that we’re delivering a reliable and seamless checkout experience for their audience,” adds Tattenbaum. “During a recent on-sale event for a new show, our client saw that some of its customers were reporting that they were unable to check out their baskets. By replaying the sessions in the Acoustic solution, we were able to reassure our client that these experiences were the result of user error, and propose design changes to make our desktop site even more user-friendly.”

By uncovering customer behavior trends in Analytics, Shubert Ticketing can prioritize improvements to its site that will have the biggest impact on customer experience.

“Some of our extended-run shows are commercial theater productions that have been running for more than 30 years — and because there is greater flexibility on dates, customers tend to be willing to wait until their preferred seat or ticket price is available,” Tattenbaum comments. “We are preparing to roll out a search feature on our mobile site that will enable customers to find the first date they can get a seat for a certain price. And by measuring the popularity of the feature in the Acoustic solution and its impact on conversion rates, we can decide whether or not to deploy it to our online site in the future.”

Tattenbaum concludes: “We aim to offer customers a fast, straightforward route to find the right tickets at the best price — and thanks to Pereion Solutions and our Acoustic platform, we’re achieving exactly that.”

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