Personal connections
As Public Relations Manager, Gabrielle Tokach is responsible for setting up and ticketing CATF's events. She finds Spektrix so easy to use that it's possible to build and test different versions to find the best approach for both patrons and colleagues.
Meanwhile, both Gabrielle and Vicki use reports and segmentation in Spektrix to manage more personalized communications, automate discounts based on memberships, zip code, and purchase history, and accurately measure success. The feature-rich system provides robust, efficient customer service for theater lovers and students at Shepherd University, the festival's home.
"Tags are my absolute favorite thing in the universe. That ability to talk to our audience in a very specific way has really changed what we're able to do and our relationship with our patrons."
This means, for example, that customers tagged with Access needs can now easily view and select accessible seats online, helping CATF meet the requirements of the Americans with Disabilities Act (ADA) and improving the ticket buying experience for every patron. Front of house teams also receive a bespoke attendance report, drawing on CRM data to flag access customers and VIP visitors, which helps seasonal team members welcome patrons on a more personal level.
"Having all of that information right on hand lets them know who they are talking to and provide the best customer service to that patron."
Within the first two years, the switch to Spektrix has already brought huge benefits to CATF by uniting ticketing and fundraising data in a single CRM system, improving patron experience, and providing better reporting for the team and their funders. Gabrielle's determined not to stop there - she's been regularly accessing on-demand training resources, available to every Spektrix user at no extra cost, which are designed to help organizations get the very best value from the system.
