1. Ticketure
  2. Getting Started
  3. Onboarding

New Client Onboarding Lifecycle

Updated

TixTrack has found that the coordinated management of project activities and resources is critical to a project’s success. For this reason, TixTrack provides project coordination throughout all phases of the onboarding project lifecycle to coordinate and monitor project activities and resources. TixTrack ensures a complete setup by adhering to a nine (9) phase project process, described as follows:

 

Phase 1 - Project Initiation, Planning, & Management

Resources Required
TixTrack Sales Rep, Implementation Manager; Ticketing Services Director; Ticketing Services Project Resource; IT Hardware Specialist; V.P. Product & Customer Success (as necessary); V.P. CRM Integrations (as necessary)
Client Project Manager; Project Leads / Super Users / Stakeholders

 

This phase of the project will serve to formally kick off the project, outline the TixTrack implementation process, introduce the respective project teams, and define roles and responsibilities for the project. This phase of the project must be complete before any subsequent phases can begin.

The TixTrack Implementation Manager will be the Client’s primary contact for the project and is responsible for the coordination of resources assigned to the implementation. Working cooperatively with the Client’s onsite Project Manager, the TixTrack Implementation Manager will:

  • Serve as the main point of contact for scheduling all consulting, conversion, and training resources during the project
  • Coordinate and facilitate a kick off meeting to discuss the project, project timeline and each of its parts
  • Coordinate with the Client’s Project Manager at each phase of the project to confirm next steps and completion of previous phases
  • Develop and maintain a detailed Project Plan and assist in coordinating with conflicts that pertain to the project plan and timeline
  • Coordinate weekly status meetings including updates regarding the project plan and implementation milestones

Client Tasks to be completed in this phase are as follows:

  • Client to complete the Onboarding Questionnaire and Environment Configuration form
  • Provide eCommerce branding and style guide, along with required logo and favicon images for web theming - See eCommerce Onboarding Requirements for specifications
  • Attend project kick off meeting with defined Client project stakeholders & key users 

TixTrack Tasks to be completed in this phase are as follows:

  • Provide the Client with the Onboarding Questionnaire and Environment Configuration form
  • Host the project kick off meeting with both project teams. This meeting will be carried out remotely via Zoom. The meeting agenda will consist of the following:
    • Review the SOW, Onboarding Questionnaire, Environment Configuration form, and the project implementation methodology
    • Discuss Client organizational mission, strategies, and information needs related to implementing Ticketure
    • Define high-level business requirements and goals
    • Review preferred communication methods and project success factors
    • Determine key department representatives to work through each phase and functional area
    • Confirm the agenda for the project work
    • Review TixTrack Supported Hardware requirements 
    • If included as part of this engagement:
      • Review and mutually agree to data import requirements
      • Review and mutually agree to system integration requirements
      • Review and mutually agree to core development requirements
  • Develop a project plan outlining key project deliverables, milestones, and a detailed project schedule in the Teamwork Project Management platform

 

Phase 2 – Environment Installation & eCommerce Brand Theming

Resources Required
TixTrack Engineering; Infrastructure Dev Team; Web Dev Team
Client IT Network Administrator

 

This phase of the project will consist of establishing the Client’s hosted development (test) and production (live) Ticketure environments. This phase of the project must be completed prior to the start of Phase 5.

Client Tasks to be completed in this phase are as follows:

TixTrack Tasks to be completed in this phase are as follows:

  • Provide access to Client’s Ticketure development and production portals
  • Provide access for Client to create Stripe account(s)
  • Network Configuration for Client’s Ticketure eCommerce Site 
  • Configure Client branded eCommerce theme based on the below allowances*
    • Logo
    • Favicon
    • Primary & Secondary Color
    • Header/Footer Styling
    • White or Black (Dark Theme) Background
    • Custom Fonts (if required)

* Additional requests for eCommerce theming and/or CSS changes will be managed via the Change Request process. Additional costs may be incurred.

 

Phase 3 – Hardware Provisioning, Configuration, & Installation Support

Resources Required
TixTrack Implementation Manager; IT Hardware Specialist; Ticketing Services Project Resource
Client Project Manager; IT Team

 

This phase of the project will consist of the Client selecting and ordering hardware, and TixTrack assisting with hardware installation and configuration. The Client’s internal IT team is responsible for physical installation within the Client’s venue. In addition, any required upgrades to existing printers or iOS devices will be accomplished by the Client in this phase. This phase of the project will run concurrently with Phases 2 through 6. 

See Ticketure Hardware for a complete list of Ticketure hardware requirements and offerings.

Client Tasks to be completed in this phase are as follows:

  • Identify needed hardware and determine procurement source (self or TixTrack) 
  • If ordering through TixTrack: 
    • Provide completed list of hardware required
    • Approve and pay hardware invoice within ten (10) business days of receipt
  • Install and configure hardware per required specifications, with support from TixTrack

TixTrack Tasks to be completed in this phase are as follows:

  • If Client is ordering hardware through TixTrack:
    • Provide proposal and invoice for hardware order
    • Order hardware to be shipped to Client directly
  • Assist with iOS app installation and configuration
  • Assist with printer installation and configuration
  • Confirm network security and encryption available for supported Stripe devices
  • Assist with Stripe credit card reader installation and configuration

Assumptions

  • There will be no need to assist the Client with implementing and testing wireless network infrastructure at its facility to support the implementation of the POS and wireless scanners.

Phase 4 – Project Discovery & Analysis

Resources Required
TixTrack Implementation Manager; Ticketing Services Project Resource; Sales Rep; V.P. Product & Customer Success (as necessary); V.P. CRM Integrations (as necessary)
Client Project Manager; IT Team;  Project Leads / Super Users / Stakeholders

 

The purpose of this phase of the project is to document the Client’s business procedures and reporting requirements as they relate to Ticketure, make configuration recommendations, and provide insight on how best to make use of the Ticketure system.

This phase of the project will consist of weekly joint meetings, carried out remotely via Zoom, with key stakeholders from TixTrack and the Client. During this phase, the project team, including the TixTrack Implementation Manager, TixTrack Ticketing Services Project Resource, and agreed upon project contacts at the Client’s organization, will discuss the high-level business requirements and standard business processes. The TixTrack Implementation Manager and Ticketing Services Project Resource will conduct a detailed analysis of the Client’s business processes to help identify ideal configuration of the Client’s Ticketure environment and any functionality gaps.

This phase of the project should primarily be complete before any subsequent phases begin, however, as the Ticketure system is being configured and tested it is usual for discovery and analysis to continue as the Client becomes more familiar with the Ticketure platform.

Client tasks to be completed in this phase are as follows:

* TixTrack Configurable - These items must be configured by TixTrack in the Ticketure system.
^ Client Configurable - These items can be configured by the Client in the Ticketure system and will be addressed in training.

  • Portal Level Venue Configuration^
    • Required
      • Identify venues to be built in Ticketure
  • Portal Level Custom Content Configuration^
    • Optional / Recommended
      • Identify eCommerce Site Footer Verbiage / HTML
      • Identify Terms & Conditions Content
      • Identify Newsletter Opt-In Content
      • Identify Completed Order Links
      • Identify eCommerce Navigational Language
      • Identify Head Scripts Configuration
      • Identify Cart Fee Names
  • Portal Level Email Template Configuration^
    • Required
      • Identify Email Confirmation Template Language (Standard Ticket; Invoice; Forgot Password (if applicable))
  • Portal Level Staff Management^
    • Required
      • Identify Staff Groups, Staff Permissions, and Staff Users
  • Portal Level Automated Task Configuration*
    • Optional / Recommended
      • Identify Scheduled Standard Reports and Delivery Method (email/SFTP)
        • All Members Report (if applicable)
        • Member Updates Report (if applicable)
        • Donations Report (if applicable)
        • Gift Cards with Balances Report (if applicable)
        • Daily Finance Report
        • Failed Emails Report
        • Identity Updates Report
        • Sold Tickets Report
      • Identify Scheduled Kibana Reports and Delivery Method (email/SFTP)
  • Portal Level Configuration*
    • Required
      • Identify 'Outside Ticketure' (Non-Credit Card / Gift Card) Payment Methods
      • Identify Checkout Identity Fields (per sales channel)
      • Identify Event Categories
    • Optional / Recommended
      • Provide Google Tag Manager (GTM) Container ID
      • Digital Wallet Configuration
        • Set up Apple and Google Developer accounts^
        • Configuration in Ticketure*
      • Identify Ticket Exchange / Self-Rescheduling Parameters
      • Identify Fee Display
      • Identify Price and Capacity Display
      • Identify Reserve Flow (Quantity-First or Date-First)
      • Identity Dynamic Pricing Configuration
      • Identify Refund Reasons List
      • Identify Standard Ticket Group and Ticket Type Names Configuration
      • Identify Upsell Configuration 
      • Identify Conflict Avoidance Configuration
      • Identify eCommerce External Links (Logo; Membership (if applicable); Login (if applicable); Logout (if applicable); Completed Order Redirect)
  • Portal Level Kibana Reporting Configuration^
    • Identify Go-Live Reporting Needs
  • Membership Configuration (if applicable)*
    • Required
      • Complete Membership Configuration Document
    • Optional / Recommended
      • Identify Membership Auto Renew Configuration Parameters
      • Identify eCommerce Homepage Order Membership Landing Page
  • Seller Level Configuration^
    • Required
      • Fill Out Event Build Information Form
      • Identify Tax & Fee Rates
      • Identify Gift Card Event & Pricing Configuration (if applicable)
      • Identify Donation Event & Pricing Configuration (if applicable)
      • Identify Checkout Rules, Codes, and Message Rule Requirements
      • Identify "Send From" Email Address For Email Confirmations
      • Identify Email Confirmation Template Language (Gift Card Purchaser & Recipient; Donation (if applicable); Membership (if applicable); Gift Membership Purchaser & Recipient (if applicable); Other Email Templates Needed)
    • Optional / Recommended
      • Identify POS Receipt Image & Language
      • Identify GL Codes
  • Define acceptance test plan - User Acceptance Testing (UAT) - with guidance from TixTrack
  • Sign off on any changes to the final project scope, due to Discovery process

TixTrack Tasks to be completed in this phase are as follows:

  • Review Client’s current business practices as they relate to Ticketure in joint meetings with the Client
  • Review branding requirements for the Client’s email confirmations  in joint meetings with the Client
  • Review with the Client the Ticketure core reports and the Kibana module in order to confirm the assumption that the core application will meet the needs of the Client. Any gaps in reporting will be addressed via the predefined project change control process
  • Review and sign off on the Client’s User Acceptance Test Plan (UAT)
  • Sign off on any changes to the final project scope, due to Discovery process

Phase 5 – Configuration & Training

Resources Required
TixTrack Implementation Manager; Ticketing Services Project Resource
Client Project Manager; IT Team;  Project Leads / Super Users

 

The purpose of this phase of the project is to provide comprehensive training for the Client’s core project team to enable the Client to complete the Client portions of their system configuration, alongside TixTrack completing the TixTrack portions of the system configuration. The Client’s and TixTrack’s resources will be used to complete the tasks in this phase of the project. This phase of the project will run concurrently with Phase 6.

Client tasks to be completed in this phase are as follows:

  • Attend training sessions (defined in the Training section of this SOW) with all of the appropriate Client’s project stakeholders
  • Configure the Ticketure application with the initial development and production environment configuration as per the Project Discovery and Analysis phase of the project with the support of TixTrack. Client configuration items include, but are not limited to:
    • Venues
    • Staff Groups & Staff Users
    • Taxes & Fees
    • Items to be sold (Events / Merchandise / Gift Cards / Donations / Parking / Add-ons / etc.)
    • Checkout rules; Promotion codes; Message rules
    • Survey questions
    • Email confirmation templates
    • Kibana reports
    • Portal Level Custom Content items (Subdomain site footer; head script; eCommerce navigation language; etc.)
  • Begin UAT testing of the development environment

TixTrack Tasks to be completed in this phase are as follows:

  • Provide Ticketure system training (see the Training section of SOW for detailed training topics)
  • Configure the Ticketure application with the initial development and production environment configuration as per Project Discovery and Analysis phase of the project. TixTrack configuration items may include, but are not limited to:
    • Memberships
    • Portal Level Configuration items (‘Outside Ticketure’ payment methods; Checkout identity fields; Event categories; Apple / Google Wallets; GTM; Automated tasks; etc.)
    • Portal Level Automated Tasks

Training

TixTrack utilizes a “Train the Trainer” approach where the TixTrack team trains the Client’s key users, “Trainers,” who will in turn train their own staff to utilize the system. The goal of our training is to provide the Client with the fundamental user configuration knowledge and system use knowledge for the entire Ticketure system, including:

  • Configuration
    • Creating venues
    • Creating events and other items for sale
    • Creating ticket groups and ticket types for pricing events
    • Creating taxes and fees
    • Creating email confirmation templates
    • Definition of user permissions for the creation of staff groups and the assignment of staff users
    • Creating cart rules, promotion codes and discounts, and message rules
    • Customizing additional fields to suit individual business practices
  • System Use
    • Utilizing the reporting and Kibana features of Ticketure
    • Creating orders
    • Customer and organization creation
    • Payment processing
    • Generating invoices and email confirmations 
    • Ticket exchanges and returns / refunds
    • Sale and redemption of gift cards / gifts of membership
    • Donation processing
    • Utilization of the POS hardware

The outcome of training is to enable the Client to configure what is needed for go-live and long-term success in the production environment. The TixTrack team will work alongside the Client team on this process, with the result being the Client staff are able to self-sufficiently utilize all portions of the Ticketure system to fulfill their needs. 

Below is a description of each training and who the training is targeted for. Each training will be approximately 1-hour in length and will be presented remotely utilizing the Zoom platform. See Deployment Schedule for approximate training schedule. TixTrack will coordinate with the Client to determine a specific date/time for each training.

CMS Overview
Event & Staff Creation
  • Target Trainees: Anyone who will be responsible for system configurations, such as, building events and managing / creating staff user accounts
  • Description: This will include an overview of the backend of the system, the "CMS," including how to build events and other items to be sold, how to create staff groups and staff users, and how to set up taxes and fees.
Included in this training:
  • Configuration of Items to be Sold
    • Event Creation
    • Merchandise/Add-on Creation
  • User Creation
    • Staff Group Creation
    • Staff User Creation
    • Customer Creation
  • Taxes and Fees Configuration
  • Portal level settings & configurations
  • Seller level settings & configurations
Checkout Rules, Promo Codes, & Message Rules
  • Target Trainees: Anyone who will be responsible for configuring discount / promo codes and / or system messages, and anyone who might be strategically planning discounts and messages, i.e. membership & marketing team members.
  • Description: This includes how the Client can create discounts and offer promotions via Ticketure, and creating any customer facing messaging during the sales flow based on defined rules.
Included in this training:
  • Checkout Rule & Codes
  • Message Rules
CMS Sales / Group Sales
  • Target Trainees: Anyone who will be utilizing the CMS to sell tickets or memberships, i.e. customer service, group sales, and membership team members
  • Description: This will include how to sell through the CMS; reserve tickets and send invoices to customers, sell memberships (basic), and sell / manage group tickets
Included in this training:
  • Creating orders
  • Exchange, Return / Refund Tickets
  • Held Carts 
  • View Invoice & Email Confirmation
  • Survey Questions
Membership
  • Target Trainees: Anyone who will be managing and / or selling memberships.
  • Description: This will include a higher-level sales training on how to sell memberships both in the CMS and what the customer flow is online. While memberships are always built in Ticketure by the Ticketure team, we will also show the Client an overview of how the memberships are configured in the system and walk through the Client’s specific membership setup to ensure that levels and benefits are functioning as expected.
Included in this training:
  • Membership level & benefits creation demo (note: memberships always built by Ticketure staff)
  • Selling memberships through CMS and Online
POS
  • Target Trainees: Box office managers training staff and IT members who will manage hardware.
  • Description: This will include how to use the Ticketure hardware to sell and scan tickets and utilize the app for front line customer service. (creating and processing orders, creating a customer record, searching for customers and orders, scanning and printing tickets)
Included in this training:
  • Cashbox Configuration
  • Selling tickets and memberships
  • Searching for customers and order
  • Redeeming and scanning tickets
Kibana & Reporting
  • Target Trainees: Finance team, membership/development team, box office management, and any others who will be pulling reports.
  • Description: This will include training on the Kibana reporting and data analysis tool.

 

Phase 6 – Legacy Membership and/or Gift Card Data Import **IF APPLICABLE**

Resources Required
TixTrack Implementation Manager; Ticketing Services Project Resource; V.P. Product & Customer Success (as necessary); Engineering (as necessary);
Client Project Manager; Membership Team

 

During this phase of the project, membership and/or gift card data from the Client’s legacy system is imported into the TixTrack Ticketure Solution. This phase of the project will run concurrently with Phase 5.

Data Extraction and Data Format

  • The Client is responsible for extracting the data out of their legacy system 
  • The data provided by the Client must adhere to the specified Ticketure data schema. Data that does not adhere to the specified format will not be imported.
  • The Client is solely responsible for providing the data to import into the Ticketure system in a format specified by TixTrack. 
  • The Client is also responsible for the quality and accuracy of their data.
  • The Ticketure data schema will be provided at the start of the project.

System Configuration

Some system configuration of Ticketure will be required to support the data import. The required system configuration work will be defined during the planning process and within the Teamwork project plan. The Client is responsible for providing TixTrack with accurate configuration information and ensuring that the configuration work is correct. Mistakes in the configuration may result in the failure of the imports. 

Import Process

  1. TixTrack will perform an initial analysis of the Client’s data export. Results will be provided to the Client, and the client can determine if the data should be adjusted and cleaned, or pass and proceed.
  2. TixTrack will perform a preload (API validation - with exceptions).
  3. TixTrack will import the presented data into the Ticketure development environment.
  4. TixTrack will supply the Client with a list of exceptions from the development environment import, and the Client can decide to adjust and clean the data before the final import, or pass and import as is.
  5. Client will run tests in the development environment to validate the import. Client is responsible for confirming that the data was imported as expected and fixing any exceptions within their source data prior to production import.
  6. Client will provide final data export in the same format previously used.
  7. TixTrack will import into the Ticketure production environment.
  8. TixTrack will supply the Client with a list of exceptions from the production environment import, outlining what members did not get imported and the reason for the exception.

Additional tests or changes will be managed via the Change Request process. Additional costs may be incurred.

Assumptions

  • All data provided by Client has been cleansed prior to providing the files to TixTrack. It is encouraged that the Client ensures all duplicate membership accounts have been removed.
  • Data extracted from Client’s legacy system meets a reasonably acceptable level of integrity.

Phase 7 – User Acceptance Testing (UAT)

Resources Required
TixTrack Implementation Manager; Ticketing Services Project Resource; V.P. Product & Customer Success (as necessary); V.P. CRM Integrations (as necessary)
Client Project Manager; IT Team; Project Leads / Super Users / Stakeholders

 

During this phase of the project, the Client and Ticketure will conduct User Acceptance Testing (UAT) and confirm that the Ticketure application has been acceptably configured to support the Client’s business practices. It is the responsibility of the client to test all aspects of the configuration prior to making the events live for sale to the public. This phase of the project will run concurrently with Phases 6 through 8, and must be completed and signed off on before Phase 10 can begin.

Client tasks to be completed in this phase are as follows:

  • The Client to complete their UAT as agreed upon in the Analysis phase of the project. Items to be tested include, but are not limited to:
    • Approve membership build (if applicable)
    • Confirm Staff Groups are functioning properly and all staff members are able to access the appropriate areas and functions of the system as defined by their position
    • Approve all email confirmation configurations
    • Create a complete end-to-end order for all sales channels (CMS, Web, and POS) to confirm the following:
      • Payment methods appear and function as expected
      • Checkout Identity fields appear and function as expected
      • All aspects of Event and Items for sale appear and function as expected
        • Event Images
        • Event Descriptions
        • Event dates/times
        • Event Capacities
        • Ticket Groups (description; capacity; date availability; etc.)
        • Ticket Type (names; description; date availability; etc.)
        • Prices & Fees
        • Checkout Rules, Discounts & Promo Codes
        • Message Rules
        • Membership levels and benefits apply properly (if applicable)
      • Email confirmation delivery is successful and formatting is correct
      • Digital wallets are functioning as expected
      • Confirm POS receipts are printing with proper information and images
    • Confirm all required Portal Level Configurations are functioning as expected
    • Confirm all Portal Level Custom Content is displayed correctly
    • Confirm all Automated Tasks are functioning as expected
    • Review all aspects of the eCommerce site to ensure brand theming is displayed correctly
    • Confirm UAT transactions are being seen in Stripe
    • Confirm UAT transactions are reflecting as expected in reporting
    • Ensure marketing tags are tracking properly
    • Validate Data Import(s) (if applicable)
    • Confirm integrations functioning as expected (if applicable)

TixTrack Tasks to be completed in this phase are as follows:

  • Provide remote support to Client during the Client’s acceptance testing 
  • Confirm successful configuration of all TixTrack configurable items (Membership (if applicable); Portal Level Configuration; Portal Level Automated Tasks; Hardware Configuration; Data Imports(if applicable); Integrations(if applicable))

Phase 8 – Go-Live

Resources Required
TixTrack Implementation Manager; Ticketing Services Project Resource; V.P. Product & Customer Success (as necessary); V.P. CRM Integrations (as necessary)
Client Project Manager; IT Team; Project Leads / Super Users / Stakeholders

 

This phase of the project will launch the Client into live sales with the TixTrack system. It is the responsibility of the client to physically make their events "Public" for sale in the Ticketure system. This phase of the project is dependent on all previous stages. 

Client tasks to be completed in this phase are as follows:

  • Enable events for sale to the public in the Ticketure production environment, as applicable

TixTrack Tasks to be completed in this phase are as follows:

  • Provide Client with Ticketure Customer Success resources (Zendesk support portal & SLA; Support Knowledge Base; Ticketure Change Log; Ticketure Webinar Series)
  • Inform TixTrack finance that Client is going live to prepare for first reconciliation

Go-Live Support

The TixTrack Ticketure Ticketing Services team will provide go-live support remotely. To request support during go-live, please file a support ticket using ticketuresupport@tixtrack.com or submit a ticket directly through the Ticketure Help Center. For more information, please see our Ticketure Support Request Process article.

 

Phase 9 – Post Go-Live

Resources Required
TixTrack Implementation Manager; Ticketing Services Project Resource; V.P. Product & Customer Success (as necessary); V.P. CRM Integrations (as necessary)
Client Project Manager; IT Team; Project Leads / Super Users / Stakeholders

 

This phase of the project will transition the Client from the Onboarding Implementation to the established-client standard support process with TixTrack Ticketing Services. This phase of the project is dependent on all previous stages.

Client tasks to be completed in this phase are as follows:

  • Sign off on project acceptance to confirm completion of the project and to initiate the transition to TixTrack Support

TixTrack Tasks to be completed in this phase are as follows:

  • Provide Kibana and Reports training review to client within ten (10) business days of go-live
  • Ensure client is familiar with all Customer Success tools and resources
  • Continue weekly meeting schedule for at least two (2) weeks post go-live to continue to provide project related support, then determine level of support needed and new meeting schedule if applicable 
  • Review any remaining project tasks and transition support to Ticketure Ticketing Services
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