Ticketmaster
Ticketmaster is the world's leading ticketing company, selling concert, theatre and event tickets through their call centres, retail outlets and websites. Worldwide they have 3,300 retail ticket outlets, 19 call centres and one of the largest e-commerce sites on the Internet. Their UK operations are an important part of their business and since launching ticketmaster.co.uk in 1998, many thousands of customers have purchased tickets through the company.
With so many people purchasing tickets for various events, Ticketmaster needs to verify consumers' names and addresses to ensure tickets are delivered correctly and to reduce fraudulent purchases by stolen credit cards.
This incorporated a laborious and time-consuming process whereby names and addresses were verified against Directory Enquiry information involving a call for each one. Those that didn't match were sent to the banking organisation Ticketmaster uses, to undertake credit checks. This involved delays for the customer purchase.
Realising that a more streamlined process was required, Ticketmaster researched the market and chose Data Discoveries' Verify . Data Discoveries' Verify uses their MasterfilesTM data, which is uniquely created by cross-referencing several data sources and is updated regularly. Implementing Verify allows Ticketmaster to check addresses in a quick and consistent manner. All they need to do is to enter the customer's postcode to bring back the registered name and addresses, enabling instant checks to be undertaken. And with several hundred addresses checked per day, this has allowed purchases to be processed faster, ensuring higher customer satisfaction.
Justin Angel from the Loss Prevention Department at Ticketmaster comments:
"Since using the Data Discoveries' software, we have almost trebled the amount of addresses that we now check. We have also halved the amount of accounts that are sent to our bank for checking, as we have received the verification needed through the software, this saving us approx. £2,000 a month."
To ensure consistency, Ticketmaster have implemented Verify in their UK call centres and an online version is used on ticketmaster.co.uk to enable name and address matching for customer transactions in real time.
Using Data Discoveries' software has enabled Ticketmaster to reduce the time and problems associated with name and address verification and concentrate on continuing to provide an excellent customer service and key tickets for concerts and events worldwide.
