University of Massachusets Athletics
For UMass Fans, 2018-19 Offers Most User-Friendly Ticketing To Date
September 14, 2018 | General, Athletics Department
Ticket options, perks and simplicity add flexibility and convenience for all Minutemen fans.
In recent years, the University of Massachusetts Department of Athletics has placed a priority on removing friction, inconvenience, and  confusion from the ticketing process for fans across all ticketed UMass sports. By placing the end user at the forefront of the decision making process, and by leveraging relationships with industry leaders in the ticketing space (Paciolan, Experience App, FeVo), a number of changes have been made as to how and where fans can engage in the purchasing process across digital and physical experiences.
"We have had the tremendous benefit of working with Paciolan as our official primary ticketing partner over the last 18 months and, as a result, we have made significant improvements to our back-end processes, user experience, and strategic marketing capabilities. Paciolan and its accompanying suite of services has allowed us to significantly improve our ticketing processes from end-to-end," said Director of Ticket Operations Steve Capuano.
In monitoring the ticketing industry at a macro level, analyzing customer behavior patterns, and listening intently to fan feedback, UMass Athletics identified a number of key areas to be addressed including:
-Enhanced digital/mobile user experience
-Ticket utilization rate
-Fee structures
-Efforts to create packages specifically for recent alums
-Pricing and associated benefits for season ticket holders
-Free exchange benefits for season ticket holders on games they cannot attend
-Improved student scanning
-Ticket marketing improvements and intelligence
-Group ticket purchase experience
Accordingly, measures have been put in place, such as the complimentary exchange program for season ticket holders, whereby the most loyal UMass fans never lose out on the value of a ticket for a game which they cannot attend (learn about it all here https://umassathletics.com/sports/2018/8/9/sth-ticket-exchange.aspx) or the drastically improved digital/mobile purchasing process for customers.
"When looking hard at the marketplace we operate in, and factoring in the time demands and options a customer has in 2018, we immediately recognized that we needed to address how and where our fans are interacting with our brand from a ticketing standpoint. We needed to roll out a suite of benefits which accompany the vote of confidence a fan is placing in our programs when they make the pledge to become, or remain, a season ticket holder. People's mobile devices are already an extension of themselves, and when a person is a fan of one of our programs, their expectation level for engagement with our brand from a digital standpoint will only continue to rise," said Alan Pandiani, Associate Athletic Director for Sales and Fan Experience.
Another area of improvement has been the enhancements around ticket marketing, communications, and graphics. As such Chris Tucci, Director of Marketing and Digital Strategy has brought along UMass Athletics digital marketing efforts and graphical appearances to industry forefront levels.
"Paciolan has enabled access for us to platforms and assets which have helped us make major leaps in user experience and department goals related to ticketing. In the suite of products and services we have employed, we're able to monitor where and how our fans engage with our communications, to help us provide better experiences, and increasingly more relevant content. Another major area we have seen growth is with Paciolan's in-house digital agency, MOGO, which helps us make the most of our annual digital spend and allow us to be present where our fans attention is continually migrating to more and more," remarked Tucci.
With the entire ticketing process reworked from end-to-end, there's no better time to visit UMassAthletics.com/tickets and secure your seats to the next game today!
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"We have had the tremendous benefit of working with Paciolan as our official primary ticketing partner over the last 18 months and, as a result, we have made significant improvements to our back-end processes, user experience, and strategic marketing capabilities. Paciolan and its accompanying suite of services has allowed us to significantly improve our ticketing processes from end-to-end," said Director of Ticket Operations Steve Capuano.
In monitoring the ticketing industry at a macro level, analyzing customer behavior patterns, and listening intently to fan feedback, UMass Athletics identified a number of key areas to be addressed including:
-Enhanced digital/mobile user experience
-Ticket utilization rate
-Fee structures
-Efforts to create packages specifically for recent alums
-Pricing and associated benefits for season ticket holders
-Free exchange benefits for season ticket holders on games they cannot attend
-Improved student scanning
-Ticket marketing improvements and intelligence
-Group ticket purchase experience
Accordingly, measures have been put in place, such as the complimentary exchange program for season ticket holders, whereby the most loyal UMass fans never lose out on the value of a ticket for a game which they cannot attend (learn about it all here https://umassathletics.com/sports/2018/8/9/sth-ticket-exchange.aspx) or the drastically improved digital/mobile purchasing process for customers.
"When looking hard at the marketplace we operate in, and factoring in the time demands and options a customer has in 2018, we immediately recognized that we needed to address how and where our fans are interacting with our brand from a ticketing standpoint. We needed to roll out a suite of benefits which accompany the vote of confidence a fan is placing in our programs when they make the pledge to become, or remain, a season ticket holder. People's mobile devices are already an extension of themselves, and when a person is a fan of one of our programs, their expectation level for engagement with our brand from a digital standpoint will only continue to rise," said Alan Pandiani, Associate Athletic Director for Sales and Fan Experience.
Another area of improvement has been the enhancements around ticket marketing, communications, and graphics. As such Chris Tucci, Director of Marketing and Digital Strategy has brought along UMass Athletics digital marketing efforts and graphical appearances to industry forefront levels.
"Paciolan has enabled access for us to platforms and assets which have helped us make major leaps in user experience and department goals related to ticketing. In the suite of products and services we have employed, we're able to monitor where and how our fans engage with our communications, to help us provide better experiences, and increasingly more relevant content. Another major area we have seen growth is with Paciolan's in-house digital agency, MOGO, which helps us make the most of our annual digital spend and allow us to be present where our fans attention is continually migrating to more and more," remarked Tucci.
With the entire ticketing process reworked from end-to-end, there's no better time to visit UMassAthletics.com/tickets and secure your seats to the next game today!
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