In the highly competitive landscape of seasonal attractions, delivering a magical experience is only half the battle. Behind the scenes, operators face the immense challenge of managing complex ticketing structures, ensuring flawless customer support, and running highly targeted marketing campaigns, all within a very short operational window. When these three pillars – ticketing, customer service, and marketing – are seamlessly integrated, they create a powerful growth engine.
Through two remarkable case studies – Skate Manchester and The Queen’s House Ice Rink – we explore how unifying these critical functions under one advanced platform can transform seasonal attractions into high-performing, record-breaking events. At the heart of this transformation is the LIVE IT platform, which leverages advanced live reporting and enterprise-level technology to turn complexity into simplicity. case study
LIVE IT played a key role in the success of Skate Manchester and the Queen’s House Ice Rink, delivering integrated ticketing, customer service, and marketing through a highly advanced yet easy-to-use platform. The result was higher ticket sales, stronger participation, and a smooth experience for both customers and teams. LIVE IT turns complexity into simplicity and is an outstanding partner for live events and public attractions.
– Robert Derry, Director Tamarisk Events, Skate Manchester & The Queen’s House Ice Rink
Case Study 1: Skate Manchester – Balancing Commercial Scale with Community Access
Skate Manchester transforms Cathedral Gardens into a spectacular outdoor ice rink each winter, welcoming over 75,000 visitors. The event required a partner capable of managing complex ticketing, multi-channel marketing, and responsive customer service without compromising on accessibility. case study
The Challenge
The primary hurdle was operating as a commercially successful major attraction while remaining deeply accessible to the local community. Skate Manchester needed a system to handle diverse audiences – including schools, corporate partners, and community groups – without creating administrative bottlenecks.
The Integrated Solution
LIVE IT delivered a fully unified solution that treated ticketing, marketing, and customer service as a single, coordinated operation:
Flexible Ticketing: The platform managed tens of thousands of partner codes, multiple pricing tiers, and eligibility-based offers simultaneously. Automated discounts and custom access codes eliminated manual administration, while integration with Nimbus Disability’s Access Card set a new standard for inclusivity and accesibility.
Community-Led Marketing: A full-funnel marketing strategy combined paid digital, PR, and influencer marketing with a community-first ethos. Strategic partnerships, such as a headline sponsorship with Octopus Energy, provided over 2,000 complimentary community sessions and generated massive media interest.
Proactive Customer Service: A multi-channel support model featuring an AI-powered chatbot, email, and phone support ensured visitors received rapid assistance, maintaining a 90-minute average response time.
The Results
The synergy of these functions delivered a record-breaking season for Skate Manchester:
•17.4x Marketing ROI driven by highly effective, integrated campaigns.
•4.9-Star Google Review Rating from over 2,000 reviews, making it one of the highest-rated ice rinks in the UK.
•100% Resolution Rate across all customer service channels.
Case Study 2: The Queen’s House Ice Rink – Rebuilding a Premium Destination
Staged within the grounds of a UNESCO World Heritage Site at Royal Museums Greenwich, The Queen’s House Ice Rink is London’s most elegant skating experience. After a year’s hiatus, the attraction needed to relaunch with confidence and build a new audience from a standing start. case study
The Challenge
The event required a robust, enterprise-level platform capable of handling a complex mix of ticket types while driving significant revenue. The overarching goal was to re-establish the rink in London’s crowded winter market, demanding a highly commercial strategy that respected the sensitivities of a world-class heritage site.
The Integrated Solution
LIVE IT placed its enterprise ticketing platform at the core of the operation, ensuring that customer service and marketing integrated flawlessly from the first ad-click to the on-site scan:
Enterprise-Level Ticketing: The system managed various booking pages, VIP upgrades, and member tickets. It enabled strategic upselling and provided real-time data to optimise pricing and availability dynamically.
Tech-Led Customer Experience: An intelligent AI chatbot was deployed, successfully resolving 92% of all inbound queries automatically by drawing on real-time booking information. A dedicated team handled complex queries with a 100% resolution rate and an average response time of just 90 minutes.
Precision-Targeted Marketing: A highly effective Google Ads campaign was supported by targeted social media, extensive community engagement, and strategic local partnerships. This grassroots outreach directly converted relationships into real visits.
The Results
By bringing the three core functions together, LIVE IT transformed the rink into a fully optimised attraction:
•9.39x Overall Marketing ROI, including a staggering 20.9x ROI on Google Ads.
•99.9% Customer Satisfaction, driven by the highly efficient AI-assisted service model.
•4.5-Star Google Rating, placing it at the top of London’s seasonal attractions.
The Enabler: LIVE IT’s Advanced Platform and Live Reporting
The remarkable success of both Skate Manchester and The Queen’s House Ice Rink was not just the result of good marketing or polite customer service; it was the product of a unified, data-driven ecosystem.
When ticketing, customer service, and marketing are connected through LIVE IT’s enterprise platform, they cease to be separate departments. Instead, they become a continuous feedback loop:
Live Reporting as a Strategic Tool: Custom Looker Studio dashboards and stakeholder portals provide real-time visibility into ticket sales, financial performance, and audience behaviour. This allows marketing teams to adjust ad spend dynamically and operational teams to manage capacity on the fly. case study
Automated Efficiency: By automating complex partner codes, dynamic discounts, and AI-driven customer support, the platform eliminates manual administration. This frees up event organisers to focus on strategy and the on-site guest experience.
Data-Led Marketing: With full ownership of customer data and seamless integrations, marketing campaigns are precision-targeted based on actual purchasing behaviour, resulting in the exceptional ROI seen in both case studies.
Conclusion
The secret to delivering a world-class seasonal attraction lies in breaking down operational silos. As demonstrated by Skate Manchester and The Queen’s House Ice Rink, when ticketing is flexible, customer service is tech-enabled, and marketing is precision-targeted, the results are extraordinary. case study
LIVE IT’s advanced platform and live reporting capabilities act as the central nervous system for these events, turning complex data into actionable insights and operational friction into seamless customer journeys. By integrating these essential functions, LIVE IT empowers event organisers not just to sell tickets, but to create unforgettable, highly profitable experiences that extend far beyond the event itself. When ticketing is accessible, customer service is responsive, and marketing is community-led, events stop being one-off commercial transactions and start becoming genuine fixtures of local life, embedded in the neighbourhoods they serve, championed by the communities they welcome, and remembered long after the season ends. case study
Event Planning Tips & Tricks:
Get advice, ideas, and inspiration for your next event and take your planning, marketing, and ticketing game to the next level.
The Ultimate Post Pandemic Guide to Marketing Your Tourist Attraction
The measures put in place to 'flatten the curve' of COVID have seen visitor attraction numbers impacted in the UK for many visitor attractions. In addition, international travel - whilst on the rise - is not back to where it was. Today we're looking at a number of...
Festival Payments: Cashless is dead. Long live contactless.
Is cashless payment set to be another victim of the pandemic? Back in balmy 2019, Contactless payments by card were limited to £30, QR codes were predominantly used by logistics companies and cash was king.At this time, festival and event organisers would pay large...
7 Ways to Stay Within Your Event Budget
As an event planner, you want to throw an event fit for the Queen of England. Unfortunately, your budget likely stands in the way of making that happen. Money doesn’t grow from trees, and you have limited finances.Even so, you can still organize a spectacular event...
Feature Focus:
Take a deep dive into the features that make our ticketing platform so well-loved by organisers and learn how best to use them.
No se encontraron resultados
La página solicitada no pudo encontrarse. Trate de perfeccionar su búsqueda o utilice la navegación para localizar la entrada.