How Odense Teater changed their work processes and regained valuable insight of their customers and data.
Odense Teater
Denmark
About Odense Teater
Odense Teater is one of three large regional theaters in Denmark with a strong anchoring around some of the biggest cities and with a large regional catchment area. With roots dating back to 1796, Odense Teater has operated as a professional theater for more than 200 years.
With five stages seating audiences up to 500, Odense Teater is regarded as one of the most respected theaters with modern enterpretations of the great historical dramas as well as modern musicals, new genres and performances.
The Challenge
Odense Teater Wanted to Save Time and Have More Control
Odense Teater had for years outsourced all handling and administration of their events and ticket sales to a 3rd party full service provider. Creation and ongoing administration of all their performances had to be first communicated and then carried out by an external partner and then reviewed and corrected afterwards. Especially during covid-19, when there were numerous cancellations and relocations of shows, this turned out to be a very demanding division of work and also often led to long processing times and unhappy ticket buyers.
Furthermore, all direct customer contact and service was to a high degree outsourced to the external operator. Not only was the day-to-day ticket administration cumbersome and time consuming, but more importantly, all insights and knowledge of the theater's customers and their inquiries was not directly accessible due to the outsourcing to a third party. Odense Teater realized that with business essential operations and insights outsourced, the distance between the theater and its customers had become too wide!
The new management at Odense Teater took a drastic and strategic decision in the spring of 2022 to go from outsourcing to having full in-house control with Tixly, changing all tasks and workflows; from administration of the theater's events and sales to all contact points with its customers. More importantly, Odense Teater also wanted to get hands-on access to all their data and insights directly in Tixly such as buying trends, 360 views of ticket buyers and full CRM data of all Odense Teater’s customers.
The Results
Odense Teater Optimized their Daily Workflows by 18%
Odense Teater has reduced customer response times in communication with ticket buyers and optimized a range of internal workflows and processes. Additionally, they have now gained control and access to their own data and get valuable knowledge of their customers they didn’t have before.
The result is that Odense Teater and their dedicated employees are on top of things - the daily work with their many loyal customers not only is far more efficient but also a lot more fun!
"With Tixly, we met a professional and friendly organization who in collaboration with the key employees at Odense Teater completed a perfect implementation of our new ticketing system. At the same time, the theater now has a system that lives up to our staff’s expectations of a modern, professional and user-friendly ticket system, which on top facilitates a number of optimisations of our work in all departments."
Allan Wissmann
CFO and HR Manager at Odense Teater