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Ticketmaster Case Study: Feb 20

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Pete Lamson

on 21 November 2016

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Transcript of Ticketmaster Case Study: Feb 20

829,757
+50 National Tours
DAY BEFORE...LOCKED & LOADED!
Stage
Testing
Tour
Analyst
QA
ISM
QA
ONCON
Team
HOURLY BRIDGE CALL SUPPORT
15 North America Area Teams
90 Event Programmers
140 Client Support Staff

240k Events Annually
225k Changes to Events

Scope of Event Support
792 Events Created for Feb 20 Onsale...
EVENT MANAGEMENT
36
2
35
2
25
3
5
6
Luke Bryan / Isleta Amphitheatre
MTN System / EAJ0604
EVENT MANAGEMENT
52%
63%
20%
25%
Event Build Activity
Leading up to Feb 20
Events
Tix Sold
6'4"
Manager
Area 3
Event
Complexity
4500
Maps
Annually
617
Onsales
had Maps
Damon
Dozier
Ticketmaster Maps on Feb 20...
276 Maps
13% TMOL
Tix Sold

Ticketmaster Map Team
13
Map
Analysts
"Friday, we have over
170 National Tour events
scheduled for onsale!"
Event Specs
QA on National Offers
Onsale Support
7am
8am
9am
10am
33,000 fans
Atlanta Braves (8)
126,000 fans
Jimmy Buffett (2)
220,000 fans
Jimmy Buffett (3)
427,000 fans
Kevin Hart (6)
153 events
201 events
89 events
82 events
6am
Atlanta Braves
61 events
"It's Wednesday, and Friday looks HUGE!"
Feb 20
Onsale
Lineup

Case Study

FEB 20th, 2015
and the Teams that made it happen
Tools
Tours & Onsales
Best
Practices

TM
Maps

The Fuel that feeds the Onsale Engine
EVENT MANAGEMENT WORKFLOW
Luke Bryan
EVAL Report
>1000 configurable
data points per event
Last 10 days
20 days out
Luke Bryan
Artist
Services
Offers
ONSALE READINESS MEETINGS & RETROSPECTIVES
AIR TRAFFIC CONTROL
"Cocked Pistol"
- Maximum Readiness
"Pistol In Hand"
- High Readiness
"Pistol At Rest"
- Moderate Readiness
"Pistol Being Cleaned"
- Lowest Readiness
"Cock the Pistol!"
Internet
606,375
73%
Mobile
150,715
18%
Agents, IVR
23,878
3%
Other TM
4,899
1%
227,328
Box Office
22%
TEAMWORK
Feb 20
Onsale
Lineup

Best
Practices
Tools
Tours & Onsales
TM
Maps
Tours & Onsales
Tours & Onsales
TMOL
Fan Experience (FXP)
TM Online Engineers
Commerce Product
MOBILE
TAP - Mobile API
Shared Services
CONTACT CENTERS
Agents & IVR
Customer Service
Ticket Centers
Technology
Product
Tools
Client Services
Business
1. IVR channel suffered a DNS problem impacting sales
Adjustment:
IVR move to use Tech-ops DNS services instead of Corp

2. TMOL’s gateway to the ticking Hosts (Atlas) hit a new upper limit on this
due to the demand across so many ticketing Hosts.
Adjustment:
Config updated over the course of the following 2 weeks

TM+
24,274
805,481
805,481
829,757
TRAFFIC
ATL 7:00 AM
CH3 8:00 AM
''...this is mission critical for us and we really need it to be owned with gusto...''
3%
Ticket Ctr
19,616
2%
FANS!
Fan Support
69,650
Fan Calls
Onsale Retrospective:
206K
+33%
3
5
Marla Ostroff
David Shipitofsky
David Shipitofsky
Scott Wampold
Angela Miles-Powell
Scott Wampold
Sharon Wellensiek
Jamison O’Toole
Angela Miles-Powell
Account Management (CDD)
Day of Onsale 45K
Advance Sale 114K
Day of Show 68K
20%
50%
30%
4500 Events Sold At Least "1"
Box Office Ticket on Feb 20
227,328 Box Office
Ben Farrell
12 PM
Todd McRiley
Director Tours & Onsales
Angela Miles Powell
Client Development Director
Garth's Longtime Promoter
Sleep Train Amphitheatre
NCA system / 3 shows
Garth Brooks

Helen Te
"The Machine"
ISM Analyst
Full transcript