A Connected Ticketing, CRM, and Website Experience for Mandurah Performing Arts Centre

When Mandurah Performing Arts Centre decided to replace its existing ticketing technology, CRM was a major priority.

The previous system offered limited CRM functionality and was difficult to access outside the building. After several years exploring alternatives, Marketing Manager Tony Edwards and his team chose Spektrix for its connected approach to ticketing, CRM, marketing, and more.

At the same time, the organisation was preparing to launch a new brand and website with long-term digital partner Jala Design. The teams chose to coordinate all three changes, creating a new digital experience built around a more connected view of the audience.

Mandurah Performing Arts Centre worked with Jala Design and the Spektrix team to launch its new website, brand, and ticketing platform as one coordinated project.

Jala Design developed a custom WordPress website connected to Spektrix through the open API and purchase path iframes. Event information could flow into the main website, while audience members could move smoothly into the Spektrix purchase path when they were ready to book.

Shared milestones kept the teams aligned throughout the project, while close collaboration between Mandurah Performing Arts Centre, Jala Design, and Spektrix helped bring the different elements together successfully.

The result was more than a new ticketing system. Mandurah Performing Arts Centre launched a connected digital foundation designed around its audience, its brand, and the way the organisation wants to work.

The new website and Spektrix system introduced functionality that had previously been difficult or unavailable.

Sold-out events can now use waiting lists, while the purchase journey offers a simpler route from discovering an event to buying a ticket. The team can also offer related events, merchandise, donations, and, as its use of Spektrix develops, memberships.

Jala Design used the Spektrix API and iframes to reduce unnecessary steps. Event content stays within the main website until an audience member is ready to transact, then moves into the purchase path at the most relevant point.

This creates a smoother experience today, with flexibility to develop the website further as the organisation’s needs evolve.

The move also gave Mandurah Performing Arts Centre a richer view of audience engagement.

Previously, they used Mailchimp alongside the ticketing system, with limited visibility between marketing activity and customer records. With Dotdigital connected to Spektrix, the team can now see email engagement alongside transaction history and other information in the system.

That creates a clearer picture of each audience member’s relationship with the organisation, including what they have booked and how they have engaged with communications.

The team is still developing how it uses this capability. As its experience with Dotdigital grows, they plan to explore more dynamic content, segmentation, and automated programs.

This was Jala Design’s first Spektrix website integration. Clear technical documentation helped its developers understand the platform and create the connection they needed.

Using the Spektrix API, the team could pull ticketing information into WordPress and connect the website with the purchase path. Access to the organisation’s Spektrix system also helped developers compare source data and understand how information moved between the two environments.

API endpoints, code examples, and iframe guidance gave the agency a clear starting point, while the Spektrix team was available when more detailed questions arose.

The setup also gives Mandurah Performing Arts Centre room to develop new digital experiences, including around membership, as its plans evolve.

Accessibility was integral to the website project.

Mandurah Performing Arts Centre and Jala Design wanted the new customer journey to work well across the whole site, including the Spektrix purchase path. 

The improvement was reflected in the website’s accessibility check score, which increased from around 59% for the previous site to 92% for the new one.

Jala Design also found that users could move effectively between the WordPress site and transactional elements, creating a more accessible experience across the wider journey.

Because the Spektrix platform improves continuously, the purchase path can also evolve over time without requiring the organisation to replace its underlying technology.

Clear documentation has also benefited colleagues working directly with customers.

When questions come up during transactions, team members can often search the Spektrix Support Centre and quickly find the information they need. This helps people build confidence in the system without relying on specialist knowledge.

When additional help is needed, Tony has found the Spektrix team responsive and straightforward to work with.

Jala Design had a similar experience. Jarrad and his team valued being able to speak with people who understood the project and worked collaboratively to resolve questions.

Mandurah Performing Arts Centre is still at the beginning of what it can achieve with its new digital setup.

The team is preparing to introduce memberships, with donation journeys already built into the website. Marketing automation and dynamic content offer further opportunities to make communication more relevant, while the connection between WordPress and Spektrix creates room for future development.

Most importantly, ticketing is no longer an isolated transaction.

Website interactions, ticket purchases, marketing engagement, donations, and future membership activity can contribute to a more connected understanding of the organisation’s audience.

With those relationships brought together, Mandurah Performing Arts Centre has a stronger foundation for improving the customer experience and building deeper audience relationships over time.