Digitick and Vivetic Group: the winning ticket

Digitick and Vivetic Group: the winning ticket

At Digitick, leader in paperless ticketing, customer relations had always been handled in-house. And if the company wished to call on a service provider, it was for a clear reason: to improve service quality. A real challenge, all the more so as this activity, where almost everything is done in a hurry, leaves no room for error. Christelle Maugin is well acquainted with these issues, since before becoming Customer Service Manager at Digitick, she worked... for the express delivery company.

What are the specific customer relations issues involved in ticketing?

You have to be very responsive, because the unexpected is part of our job. There are also different types of customer, from prospects who need support to understand how the site works, to more advanced users: we need to adopt an appropriate approach for each customer.

Our online ticketing customers on partner sites are very demanding: we have to be very precise in the information we provide. There are also the special cases of sales for major events, events that we know will generate high charges on the booking portal. For all these reasons, we called on Vivetic's expertise in 2013.

"There's a perennial team, which I appreciate, as well as their responsiveness and our teamwork."

What is your assessment of this collaboration to date?

The results are very positive. We set a target of 90% for quality of service, i.e. a rate of calls answered in under 30 seconds, and Vivetic has achieved 91%. This was made possible by the fact that they have a permanent team, which I appreciate, just as I appreciate their responsiveness and our teamwork.

Can you share an example where this responsiveness was put to the test?

For a concert scheduled for Saturday, we learned on Friday evening, at 9pm, that 400 of the 1,000 tickets were missing the barcodes required to pass through access control. Our technical team issued new tickets as a matter of urgency, but it was absolutely essential to ensure that customers had received them. The Vivetic teams therefore called all the customers one by one, and when the concert started, only 20 customers didn't show up with the right tickets... but they went in anyway, because we had taken the precaution of calling the organizer too!