A Day in the Life

  • Box Office Manager

    Today, the job of the box office staff isn’t simply to sell tickets: they represent the public face of the organization and are the ones most responsible for making sure patrons have an excellent experience. Great service during a box office transaction can help convert a single ticket buyer into a repeat ticket buyer and create lifelong loyalty in patrons. Let’s look at how box office manager Sheila L. uses PatronManager CRM.

    Sheila starts her day by preparing the wrap report from last night’s performance using PatronManager’s one-click Performance Report. Then she checks the inventory for the rest of the run, making sure there are still enough seats on hold for the development department. Sheila sends a Chatter message to the development manager to find out if tonight’s holds are still needed or if she can release them.

    Then Sheila’s first ticket buyer of the day approaches her window. Sheila greets her and, using the global search box on the PatronManager home screen, looks up the patron’s record in the system: Sylvia Johnson.

    Sheila quickly scrolls down to see Sylvia’s historical information, which includes not only ticket purchases, subscriptions, and donations but also all of the phone calls and email interactions that Sylvia had with the organization in the last few years. Sheila sees the “active donor” badge on her record, which notes that Sylvia made a donation with her last ticket purchase and also notes in Chatter that she had complained about her seat assignments in the mezzanine when she subscribed the previous year.

    After finding out what performance Sylvia is interested in, Sheila makes sure to seat her in the orchestra. She thanks Sylvia for her recent $25 donation and, while completing the purchase and printing the tickets, asks if she enjoyed the performance of Romeo and Juliet she had attended last month. Sylvia walks away, happy, feeling like she has been recognized and treated specially.

    Later, Sam Jacobs calls -- he has a pair of tickets for tonight that he cannot use, so he’d like to donate them. Sheila looks up Sam’s record and finds the ticket order he’s called about. With a few clicks she converts the ticket sale into a donation and sends an automatic email to confirm the transaction. Then Sheila scrolls down the page to create a follow-up task for Joseph in the development office, asking him to send Sam a physical donation acknowledgement letter. The task will show up in Joseph’s to-do list later this week.

    The next hour is quiet, so Sheila works on clearing a few items off of her own task list. The list is integrated into an app on her iPhone, so she already knows what’s on there, having checked it on her way to work. There are some tasks that she assigned to herself and a few new ones from this week that were assigned to her by her colleagues.

    She has a new task from the PR manager to issue a ticket to a critic who just confirmed that he’ll be attending next week’s performance. All of the necessary information is logged in a task attached to the critic’s patron record, so she doesn’t need to get any further instructions. She issues the ticket, prints it to hold at will call, and sends an automatic email confirmation to the critic. She marks the task as completed and moves on to the next item.

    As Sheila’s experience shows, PatronManager CRM provides an integrated organization-wide system where members of your staff document their contacts with all patrons and collaborate with their coworkers to help meet the mission of the organization.

  • Marketing Director

    Meredith L. is the marketing director at a mid-sized symphony. Her job is to be creative and savvy about how to get the most number of tickets sold while staying within a tiny budget. So, she’s realized that sending targeted email campaigns and using Facebook and Twitter to connect with patrons are the most productive methods these days, and faster, to boot.

    The orchestra has a concert coming up in a little over a week, and she’s been tracking single ticket sales for this concert against last month’s concert using a real-time dashboard from the box office. So far, her sales are slightly below projections.

    She wants to boost ticket sales with a targeted discount offer, but she doesn’t want to alienate those who have bought tickets already. How can Meredith use PatronManager to send out an email announcement that will generate single ticket sales?

    Meredith clicks on the “CRM Snapshots” tab, where she runs a report of all patrons on her email list who have opened at least one email in the past six months but excluding those who are subscribers or who have purchased tickets for this upcoming concert. Within minutes Meredith has a highly targeted list of patrons who she feels are most likely to make a purchase via a link in an email. Meredith then designs a PatronMail email campaign that will be sent to only these recipients, creates a new discount code that they can use only for the next 48 hours, and sends it out.

    Later that day, Meredith wants to track the response rates of a different email campaign that she sent out the week before against actual ticket sales. Using the same “CRM Snapshots” tab, she runs a report on patrons who have opened or clicked on a PatronMail campaign during the previous week and who have made a ticket purchase within three days after that email went out. She notices that the response rate was highest within 24 hours after the email was sent, so she’s optimistic about the campaign she’s just scheduled.

    Finally, she needs to report to her executive director on ticket sales by order origin. He wants to know how many tickets are being sold online versus by phone or at the box office. She goes to the reports tab, finds the report called “All Ticket Orders by Month” and, using a drag and drop editor, adds the field called “order origin” as a summary field on the report.

    Once she runs the report, she sees immediately that 53% of her tickets are being sold online. She then creates a new “dashboard” called “Ticket Orders by Origin” and sets up a pie chart visualization of the report. After a few clicks the dashboard is finished, and then she schedules a recurring email with that report to be automatically sent to the executive director at 9 AM every Monday.

    As Meredith’s experience shows, PatronManager CRM provides an integrated organization-wide system where members of your staff document their contacts with all patrons and collaborate with their co-workers to help meet the mission of the organization.

  • Development Manager

    As the development manager, Alex H. juggles a variety of different fundraising activities, from contacting individual donors to researching government grants. Managing all of these activities requires a system that’s designed to help him track everything he’s doing, manage deadlines, and reach out to the right donors at exactly the right time.

    Alex starts his day with the task of preparing the grant proposal for the Green Foundation. It’s due in three weeks. He looks up the Green Foundation record, and he reviews his correspondence with the grant manager there, as well as his notes from his phone calls with her. Since the process has taken a few months, he’s glad to have all the notes and calls recorded in one place. Today Alex finishes the proposal and, after sending it in, schedules himself a task to contact the foundation’s giving officer directly in three weeks.

    Later in the day, the development director is scheduled to meet Sally Daniels, a major donor, for lunch. Before the development director leaves, Alex scans the donor’s record and notices that Sally has requested additional tickets for the next show because her brother will be visiting from out of town. He also notices that the donor has offered to be a volunteer on the benefit committee and has talked with several others on the staff in the past few weeks about that. He writes up a quick summary for the development director so that when she goes to lunch with Sally, she’s walking into that meeting completely briefed.

    Meanwhile, Alex receives an automated email with a report and bar graph of all the donations that have come in as part of ticket sales in the last week. He notices that there are four large donations and that though PatronManager has already automatically scheduled follow-up tasks for him to send a letter to all donors of over $250, he’s going to call the one donor that made a $1,000 donation.

    As Alex’s experience shows, PatronManager CRM provides an integrated organization-wide system where members of your staff document their contacts with all patrons and collaborate with their co-workers to help meet the mission of the organization.

  • Executive Director

    PatronManager CRM, at its core, is built to enable the senior executives of any organization to have accurate and flexible information at their fingertips whenever they need it. By making it easy to keep tabs on all aspects of operations in real-time, PatronManager allows senior executives to get a birds-eye view of their organization and achieve better results. Take a look at how executive director Jill R. uses PatronManager CRM.

    Like most managers today, Jill checks her email at home, right when she wakes up. In her inbox she sees her daily PatronManager overview dashboard, a set of customized graphs and charts that show all of her key performance metrics. One graph displays her year-to-date ticket sales by event and the next shows that month’s top ten donors and, below it, there’s a graph of donations by fund. Before Jill has even arrived at her office, she has a big picture view of her organization’s status.

    When Jill arrives into the office and logs into PatronManager at her computer, she’s going to work on her tasks, both those she assigned to herself and those her staff has assigned to her. The task list is displayed right on her home screen. Her first task is to send a “Chatter” message to let the entire staff know that a critic will be attending their show that evening. She clicks the Chatter tab on her home screen and, just like writing a status update on Facebook, she posts: “Our most important critic, Addison DeWitt, will be in the house tonight. Let’s make sure to welcome him personally.”

    Jill’s next task, assigned to her by the volunteer coordinator, is to set up a meeting to discuss the volunteer program with two new staff members and a board member. Jill posts to the “Chatter Group” for the volunteer program, which includes both people within her staff and also the volunteer members of that committee. She links to a YouTube video that a member made showing some volunteers working backstage last month and posts the agenda for the next two months.

    Jill then checks her calendar and sees she has a meeting with the marketing team and patron services manager to discuss ticket pricing. In preparation for this meeting, she wants to get more details on historical ticket sales. So, she pulls up a pre-formatted report showing Revenue by Day of Week for the last six months, and customizes it so she can also find out about where ticket buyers have tended to hear about their shows. She runs the report and sees that more than 15% of tickets sold for the last two performances have their “Order Source” marked as Facebook, which is an important discussion item, since over 1,000 students follow the theatre, and pricing is important to them.

    As Jill’s experience shows, PatronManager CRM provides an integrated organization-wide system where members of your staff document their contacts with all patrons and collaborate with their co-workers to help meet the mission of the organization.