Streamlining the Booking Process for Spanish-Speaking Customers through Automation and Collaboration

Civitatis, an OTA (Online Travel Agency) based in Madrid, Spain, primarily caters to Spanish-speaking customers, with a growing presence in Latin America. With a focus on delivering curated travel experiences, Civitatis collaborates with partners across the globe to offer exclusive products and services. Redeam, a technology partner, helped Civitatis enhance its ticketing operations for Orlando Magic events, a critical product for Civitatis’ North American offerings.

Challenge:

Civitatis faced a manual and error-prone process when handling ticket bookings for Orlando Magic games. The process involved manual updates of season calendars and prices, managing deposits, and handling bookings with significant human intervention, which often led to delays and errors. This created challenges in providing a seamless experience for their Spanish-speaking customers.

Solution:

Redeam introduced automation by connecting Civitatis directly with Ticketmaster, allowing for real-time ticket bookings. This eliminated the need for manual entry of prices and availability, reduced the dependency on deposits, and ensured that tickets were issued instantly. Redeam’s technology and integrations teams also facilitated communication in Spanish, enhancing the overall customer experience.

Results:

• Efficiency: The partnership reduced manual work and minimized errors in the booking process.
• Improved Customer Experience: Customers received instant confirmations and tickets, enhancing their overall satisfaction.
• Extended Sales Window: Civitatis can now sell tickets up until the game day, providing greater flexibility.
• Streamlined Finance: Monthly invoicing replaced the need for deposit management, saving time and resources.
• Availability: By connecting to Redeam’s API, Civitatis now has access to real-time pricing and availability, which significantly streamlines the booking experience. Redeam’s API rules ensure that bookings for groups automatically secure seating together, enhancing the customer experience for group events.
• SafeTix: Additionally, Civitatis adopted Ticketmaster’s SafeTix product. This upgrade provides customers with seamless access to the Orlando Magic stadium and reassures the organization that no fraudulent or duplicate bookings occur, supporting a secure and efficient entry process.

Limitations:

• Initial Setup: The initial development work required for integrating with Ticketmaster was time-consuming, particularly because it was the first time Civitatis had implemented seat selection functionality.
• Ongoing Manual Tasks: While automation reduced many manual tasks, some processes, like product mapping, still require manual intervention each season.

In conclusion, the collaboration between Civitatis and Redeam significantly improved the efficiency and accuracy of the ticket booking process for Orlando Magic games. By automating key processes and improving customer communication, Civitatis enhanced its service offering, setting the stage for future growth and smoother operations.

Explore seamless and automated connectivity solutions with Redeam to enhance your ticketing operations. Reach out today at sales@redeam.com