How B:Music Made Access Bookings Simpler with an integration between Nimbus’ Access Card and Spektrix

With more than 800 events each year and a program ranging from school choirs to major commercial promoters, university commencements to classical seasons, B:Music had outgrown a manual access booking process that was becoming increasingly difficult to manage. Relying on paper and pdf forms and individual judgment made it harder to deliver a consistent experience for audience members and placed additional pressure on the team.

As Kieran Johnson-Williams, Head of Ticketing at B:Music explained, B:Music needed a process that offered a “clear and efficient” standard while supporting the diverse needs of the people attending its venues that allowed access bookings to be made online.

B:Music introduced a connected booking process using the Nimbus Access Card program alongside Spektrix. Audience members who already have an Access Card can link it to their B:Music account (powered by Spektrix), allowing their access requirements to be recognized automatically when booking online. This creates a simpler booking experience for returning visitors while removing the need for manual approval and giving the team confidence that access bookings are handled consistently and fairly.

The impact was immediate. Audience members with a wide range of access requirements benefited from the new process. One particularly clear indicator was bookings for wheelchair users: the proportion of wheelchair accessible spaces booked online increased from less than 1% to more than 50% after implementation.

As well as making booking easier for audience members, B:Music reduced call center demand, streamlined day-to-day operations, and gave team members more time to focus on guests with more complex access requirements. The project was delivered within budget while also giving promoters clearer visibility into companion ticket usage.

B:Music designed its new access booking process to make things easier for both audience members and staff. By replacing manual checks with a consistent, integrated approach, the team created a process that is reliable, transparent, and easier to manage across every event.

The solution brings together two key elements:

Nimbus eligibility

B:Music chose to use Nimbus as a trusted, independent expert to verify access requirements. Audience members who already have an Access Card can link it to their B:Music account, making it quick and straightforward to book the accessible tickets and support they need without repeatedly explaining or submitting evidence. This removed the need for venue staff to make decisions on access provision, such as eligibility for a free essential companion. It also helped identify which seating areas may be best suited if customers need to be close to an aisle, avoid long flights of stairs, or meet other access needs – creating a smoother experience for team and audience members particularly during busy onsales and high-demand events.

Spektrix integration

Within Spektrix, configured offers automatically apply the appropriate discounts while giving promoters clear reporting on zero-value companion tickets without requiring manual reconciliation.

Introducing the new process required careful planning, but the benefits were visible almost immediately, with approximately 53% of all bookings for wheelchair spaces being made online within the first few weeks.

By bringing Access Card and Spektrix together, B:Music now has a more complete and reliable view of disabled audience members and their support needs. That gives the team greater confidence in day-to-day operations while helping them plan for future demand.

Giving staff more time where it matters

As more audience members book online, the team has seen a significant reduction in calls and emails that are strictly about making an access booking. They still have a dedicated access phone line.

That has created more time to support people with more complex needs who still require a conversation.

The process also remains flexible. Audience members with temporary injuries or international visitors without Nimbus documentation can still receive the support they need, ensuring, as Kieran emphasized, that no one is unfairly excluded.

Building on a stronger foundation

With a connected approach to access bookings now in place, B:Music is continuing to improve both the audience experience and its day-to-day operations.

Future plans include introducing facilitated online bookings that meet data protection requirements, creating video walkthroughs to help visitors prepare for their visit, and moving accessible car park bookings online.

The response from B:Music’s access forum has been overwhelmingly positive, with regular audience members sharing positive feedback following the launch.

Reflecting on the project, Kieran summed up its impact simply: “It’s a very, very successful project.”