A wholly-owned subsidiary of MLB Advanced Media, Tickets.com is a leading provider of fully-integrated event ticketing technologies, solutions and services for thousands of top arts, entertainment and sports organisations worldwide. The company’s ProVenue® ticketing platform serves as the core of a comprehensive web-based suite of integrated features, products and services that help its clients enhance ticket sales, marketing efforts and overall customer experience. The company also sells tickets directly through its website at www.tickets.com.
“We chose ServiceNow because of its platform capabilities,” said Greg Crowder, vice president of application delivery, Tickets.com. “ServiceNow enable us to create applications for service automation, which give us clear business advantage while boosting the quality of service we bring to customers.”
The most prominent application Tickets.com built on the ServiceNow platform is its custom Major Event Module to quickly respond to new event requests from clients and immediately prepare internal, cross-departmental resource support. Various departments now can work to configure, test and ensure approvals are in place and ensure a great user experience. The application has contributed towards an event success rate of near 100 percent, and labor costs have decreased by 20 percent. By unifying all of the elements through ServiceNow, Tickets.com removed the complexity of event planning and can now automate processes while providing a trail of accountability and up-to-date status to anyone involved.
To support IT, Tickets.com uses the ServiceNow IT Service Automation Suite. ServiceNow replaced a number of IT service applications created in-house over the past 20 years. By consolidating the various tools, ServiceNow is now the single system of record for IT, including incident, problem, change and project management. ServiceNow also provides the centralised Configuration Management Database (CMDB) for all IT resources.
