Focusing on You, Our Customers
Luca Paciolli, the 15th century accountant from whose name Paciolan hails, once said, "Frequent accounting makes for lasting friendships." Jane, our Chairman and Founder, closed PACnet '06 by referring to this quote. For much of our history, we've lived up to this ideal by focusing on you, our customers. Going forward we will build upon this focus by aligning all core activities directly with your needs and communicating them to you regularly.

First, we're making strides operationally to ensure your satisfaction. As mentioned at PACnet, we've built a new function into the company, Ticketing Operations, which was structured to ensure the success of your venue. Along with the rollout of the hosted version of 6.82, which incorporates significantly higher standards of quality, you will continue to realize significant improvements in your ticketing service.

Second, we're driving cross-venue communications via the Community Forums to help you use Paciolan products more effectively. Many of you have already taken advantage of the recently launched Community Forums. The Community Forums provides you with the infrastructure to communicate with other Paciolan clients across similar markets as well as those of you with similar product needs. Questions and comments have already been posted on a variety of topics such as upselling single ticket buyers, managing declines in subscriptions, providing promoter reports and much more. If you haven't done so yet, I recommend that each of you register for this exciting new service and take advantage of all that it offers.

Third, at the end of April, we're launching the Paciolan Learning Series. Each week Paciolan will present online product training sessions aimed at helping you unleash the potential of your ticketing system. Topical ideas include use of promo codes, implementing transfers and returns, and managing referral tracking through PACMail. Take a look at the article below to register and attend.

Lastly, we're proud to announce the Customer Advisory Team (CAT). The CAT consists of small, focused groups of clients working with key Paciolan personnel, who together are committed to ensuring that product functionality meets your needs. Thusfar, our product management organization has announced two CAT projects – t.Fund and reporting -- to ensure that our products and services meet your needs now and in the future. If you have questions about the CAT or would like to become involved, please contact Laura Turner at lturner@paciolan.com for more detail.

We are committed to your success and we're developing innovative services that meet the needs of you and your patrons. All of us at Paciolan look forward to sharing that future with you!

Sincerely,
Dave

Boston College Gains a Digital Advantage with Access Management
by Craig Ricks, Paciolan

Located in a progressive, Internet-savvy city, Boston College has a goal of offering fans a world-class ticketing experience by being on the cutting edge of technology. In an effort to achieve this goal, the Boston College box office wanted to offer fans premium digital ticketing services including print-at-home delivery, ticket transfers and ticket resale.

Having recently joined the Atlantic Coast Conference (ACC), Boston College's already strong athletics program was anticipating a surge in demand for their football, basketball and hockey games. With the ever increasing problem of counterfeit tickets across the country, joining the ACC and adding power-house schools to their schedule heightened this threat. With security in mind, Boston College wanted a tool that would eliminate the danger of counterfeit tickets.

The Solution
To lay the foundation for digital ticketing services, help retain season ticket holders, and eliminate fraudulent tickets, Boston College decided to implement Access Management at the Conte Forum, for basketball and hockey, and at Alumni Stadium for football.

"Access Management provides us with the foundation to enable digital ticketing services and achieve our goal of offering the best possible ticketing experience to our fans," states Jim O'Neill, Associate Athletic Director. "This is the future of ticketing."

Benefits of Access Management and Digital Ticketing
Boston College rolled out Access Management during the 2005 football season across their entire stadium. They found that their staff and Eagle fans were quick to adopt the technology since many of them had experience with ticket scanning at nearby Gillette Stadium in Foxboro. With Access Management in place, Boston College validated and tracked all incoming tickets, eliminating the threat of counterfeit tickets.

An immediate advantage gained by Boston College through implementing access was the ability to identify no-shows. "We now track no-shows, which is especially important for lower demand, non-conference games. By identifying no-shows, we are now armed with the information to create programs and target those fans to encourage ticket usage. A packed stadium means increased concessions, and an enhanced overall atmosphere," adds O'Neill.

Boston College has a unique advantage of having Alumni Stadium and the Conte Forum adjoined as part of the same facility. This close proximity helped Boston College to smoothly roll out Access Management for basketball and hockey for the 2005-06 season. Having already experienced success with Access Management, Boston College decided to turn on digital ticketing services including Ticket Marketplace, ticket transfer and print-at-home delivery midway through the season.

The digital ticketing services were an immediate hit. During the first month of enabling digital ticket delivery, over 50% of single tickets sold were delivered via print-at-home. Additionally, with ticket transfers and ticket resale, season ticket holders that were unable to make every game, were able to transfer the ownership of their tickets. This service provides an extra benefit for Eagle season ticket holders and will help to retain Boston College's most valuable fans.

Future Steps
Boston College's future plans include offering sponsorship advertising on their print-at-home tickets as another form of revenue. With an increase in print-at-home adoption, real estate on print-at-home tickets becomes more valuable each passing year. Boston College is also considering distributing print-at-home tickets for all of their student season tickets for football 2006. This will enable the box office to save money on ticket stock, postage and handling for mailing tickets.

AMTSJ Builds a Regional Ticketing Business on a Hosted Infrastructure
by Craig Ricks, Paciolan

The American Musical Theatre of San Jose (AMTSJ) is one of the Bay Area's most renowned organizations and is one of the oldest musical theatre companies in the nation. AMTSJ is the resident company of San Jose's 2,540-seat Center for Performing Arts, which serves over 19,000 season ticket holders and hosts more than 250,000 patrons each year. AMTSJ had the vision of offering a centralized box office for Bay Area arts organizations to enable patrons to contact a single entity to purchase tickets. Both AMTSJ and other Bay Area venues felt that a regional model would allow them to capture additional revenue opportunities and realize marketing efficiencies by cross-promoting one another's events.

Building a Regional Ticketing Business
AMTSJ created a groundswell of excitement by explaining the benefits of the model and recruiting other arts organizations. By offering regional ticketing services, the regional ticketing entity taps into additional revenue streams by attracting 'one-off' events to sell additional ticket inventory. Additionally, all of the participating venues leverage staff that are cross-trained on a single system and are able to streamline resources from a single ticketing infrastructure.

Naturally, the Ballet San Jose Silicon Valley decided to participate in this regional ticketing business as they share the Center for Performing Arts facility with AMTSJ. The Children's Musical Theatre also wanted to take advantage of the Paciolan ticketing system and share the infrastructure of the regional ticketing business. Moving forward, several local arts organizations are evaluating the move to AMTSJ's regional ticketing business. Some noteworthy venues considering the move include the Montgomery Theatre, the Opera San Jose, the Berkeley Art Museum and Pacific Film Archive, to name a few.

To ensure that customer service was not compromised, each venue decided to maintain their walk up box office to sell tickets. The majority of phone calls and box office management duties, however, will be managed by AMTSJ. To do so, AMTSJ is ramping up their staff to accommodate the surplus in additional ticket sales. This growing momentum has positioned AMTSJ to reap the benefits of economies of scale and build a very successful regional ticketing business.

Leveraging a Hosted Solution
With their growing business, AMTSJ wanted to offer an easy-to-deploy ticketing system for each of the regional partners. Given the level of complexity of their growing central operations, AMTSJ decided to leverage a hosted solution for their regional business. AMTSJ's hosted solution enables them to take advantage of Paciolan's wide breadth of functionality, powerful ticketing infrastructure and hosting expertise.

"The benefits of the hosted solution are many. First it gives us greater capacity to quickly sell tickets during larger on-sales," states Keith Gotowicki, Ticket Services Manager, AMTSJ. "Plus, the high speed authorization helps us to quickly serve all our regional patrons and provide great customer service."

As part of their hosted services, AMTSJ gains access to Paciolan's security, networking, database and system administration specialists. AMTSJ also offers their patrons the highest standards in security and takes advantage of Paciolan's non-stop monitoring and safeguarding of data. Moreover, AMTSJ now can reduce the maintenance required and streamline IT resources since everything is one central location.

The Children's Musical Theatre was the first venue to migrate to a hosted solution. The transition was a smooth one. "CMT went clean on their last show with a greater percentage of tickets sold online than ever before," states Gotowicki. "Both our box office and the Ballet are looking forward to moving to a hosted system in mid April to help us offer our patrons an exceptional buying experience."

The hosted solution offers AMTSJ the ability to spread the infrastructure costs across all venues while also providing an avenue to increase revenues. Moreover, with a centralized, hosted solution, all of the venues are able to leverage the latest and greatest features including offering print-at-home and advanced ticketing technology.

The University of Alabama Leverages a Hosted Solution
by Craig Ricks, Paciolan

The University of Alabama has a strong athletics tradition and enjoys a fan base that is second to none. Until the summer of 2004, the Alabama ticket office relied on an in-house RS6000 server to process their ticket sales. Their in-house server successfully handled the load for years, but with increasing Internet adoption and heavy demand for Crimson Tide football, the ticket office was concerned that the RS6000 had become out-dated.

Another task that Alabama performed with their in-house server was the effort of making daily "soft saves" or tape backups. The ticket office suffered a scare after a hardware failure when they realized that their backup tapes where scratched and corrupt. Fortunately, a single backup tape was intact and their invaluable data was saved.

Solution
The Alabama ticket office decided to implement a hosted solution to manage their online and back office ticket services. With their new hosted system, Alabama leverages a scalable ticketing system to sell tickets to Crimson Tide fans and meet the demand for their largest on-sales. An always open box office means happy fans and high ticket sales.

What's more, Alabama no longer worries about making backup tapes or losing data. The Paciolan hosted servers provides them with a powerful infrastructure that includes automatic, daily data backups. "Anyone who has experienced a near loss of their data will love the hosted system," states Kristi Dyer, Associate Director of Tickets, University of Alabama. "We no longer have to worry about back up tapes or loss of information. Hosting makes it a breeze."

An additional benefit of their hosted solution is the elimination of hardware or software obsolescence. The Alabama box office now enjoys automatic upgrades and a state-of-the-art infrastructure with little software or hardware to buy, install, or maintain. "We always want to offer our fans the latest features and functionality and give them a great experience with Alabama athletics," states Dyer. "Our fans are passionate about Crimson Tide football and we are passionate about serving them!"

Paciolan's College Clients Enjoy Successful Football Renewal Campaigns
by James Kim, Paciolan

During this football renewal season, Paciolan is offering email design and delivery assistance to clients promoting online football season ticket renewals. To date, over 30 schools have taken advantage of the program and are participating in this closely-managed effort to successfully drive season renewals for the 2006 football season. Last year, 17 schools participated in the program and realized nearly 33% increase in online renewals. We expect big results again this season and encourage you to participate if you have not already signed up.

Program Details
Program participants work closely with Paciolan's Client Partners and marketing department to plan and execute their renewal campaigns. These campaigns typically include sending three or more graphic rich emails to:

• Announce the commencement of the football season Renewal process to the season ticket holders
• Remind season ticket holders to renew a few weeks before the deadline
• Remind season ticket holders to renew a few days before the deadline

Promotional and incentive offers are often included in these emails to help drive online renewals and reduce sending costly paper applications. The following incentives are key drivers to motivate their season ticket holders to renew online:

• Reduced processing fees
• Additional priority points
• Sweepstakes prizes (e.g., a pair of season tickets, autographed jerseys and footballs, etc.).

Common design elements that help drive open rates and responses are:

• Highlighting renewal information and online incentives in the header
• Describing online season renewal incentives, reasons to renew online and renewal deadline in the body
• Highlighting the renewal information and deadline again in the bottom section

Although PACMail is not a prerequisite to program participation, clients using PACMail were able to leverage its integration with the ticketing system and target season ticket holders who had not yet renewed. They were able to further streamline their renewal process by sending season ticket holders' unique account information in their emails for easier renewal log-ins.

Program Success
The program's participants are enjoying great renewal results so far. Some have already completed their renewals, some are at mid-point and some are about to begin their renewal campaigns. The program began late January of this year and will continue until the end of August. If you are interested in participating in the program, please contact your Client Partner.

Introducing the Paciolan Community Forums
Where Paciolan customers learn and share online.





What if you could...

• Pose a question about your ticketing system to a group of Paciolan clients with a single click?
• Brainstorm ideas with other ticketing professionals?
• Discover how others in the Paciolan community have boosted their ticket sales?

Now you can.

Connect with Your Peers - Anytime, Anywhere
The Community Forums provide you with a safe, convenient, 24/7 online environment to share ideas, post questions, brainstorm solutions and deepen relationships with your colleagues.

Introducing the Learning Center Series
by Ted Geiss, Paciolan

What if you had instant access to Paciolan experts to share knowledge that would enable you to better manage your business and even some of your most challenging issues? Now you can without ever leaving your office.

Paciolan is delighted to introduce the Learning Center Series. These hour-long training sessions will give you the knowledge you need to:

• Increase your understanding of Paciolan functionality
• Implement new features
• Gain tricks, tips and tools
• Improve patron management and relationships
• Learn and apply industry best practices

The Learning Center Series is designed to demonstrate existing functionality and provide training on the latest enhancements that will make your job easier. Tap into the knowledge and expertise of a Paciolan expert to make you more self-sufficient and create your own best practices. For your convenience each live webinar will be held on the same day and time each week.

Each month there will be an assortment of topics to propel you to new heights of understanding through training, round table discussions, and best practices. To participate in these sessions, click on the below topics that you would like to attend and then register. Further instructions to attend will be emailed to you.

April Topics

• Referral Tracking Through Pacmail
  Wednesday, April 26, 2006 12:00 pm

May Topics

• Maximizing On-line Donations
  Wednesday, May 3, 2006 12:00 pm
• Gift Certificates: Set-up, Selling and Redeeming
  Wednesday, May 10, 2006 12:00 pm
• Single Sales Planning
  Wednesday, May 17, 2006 12:00 pm
• Utilizing Promo Codes and Presales
  Wednesday, May 24, 2006 12:00 pm

June Topics

• Targeting Donors to Maximize Contributions
  Wednesday, June 7, 2006 12:00 pm
• Creating Item Packages A-Z!
  Wednesday, June 14, 2006 12:00 pm
• Establishing Fees and Charges
  Wednesday, June 21, 2006 12:00 pm
• Using Transfer and Returns
  Wednesday, June 28, 2006 12:00 pm

July Topics

• What is an i.Profile?
  Wednesday, July 12, 2006 12:00 pm
• Planning and Tracking Fundraising Events
  Wednesday, July 19, 2006 12:00 pm

Museum Market Update
by Shaw Taylor, Paciolan

As part of our ongoing plan to "Keep our Customers for Life," Paciolan is recommitting the company to immediately increase support for our general admissions clients. Effective at the start of 2006, we have rededicated engineering resources to provide updates to the current t.Gen product platform. The next t.Gen update is tentatively planned for release at the end of 2006.

Over the last two years, new development activity was suspended on the t.Gen platform in order to allow resources to focus on Paciolan's next generation ticketing platform, Enterprise Ticketing. Significant progress has been made to date on the new platform and it is currently being used in its current state by over 20 reserved ticketing clients, but we anticipate that it will be two or more years before it will be ready as a complete replacement for t.Gen. Therefore, Paciolan is responding to client requests to continue updating the current t.Gen platform until its successor platform is completely done.

In order to assure that Paciolan's plans align with the needs of our general admissions clients, we have also created a t.Gen/General Admissions Client Advisory Teams (CAT) to help Paciolan refine product line priorities and to improve the success of new releases. We are also finalizing the details of a program to make it easy for all current TR and t.Gen clients to upgrade and take advantage of the features of this upcoming release.

Although final product details are still being validated with the CAT, key elements of the next release include the items noted below:

• Compatibility with newer versions of AIX, UniVerse and SB+
• Increased product stability
• Membership Benefit Tracking
• PCI Support
• Integration to t.Fund 6.8
• Improved Browser Compatibility
• Hosted RS6000 Offering
• Membership Access

We are currently developing a program to make it easy for all current TR and t.Gen clients to upgrade and take advantage of the features of this upcoming release. Should you have any questions about t.Gen related concerns, please contact Charles Woodard directly.

Accounting Interface with Sage MIP and Microsoft Dynamics GP
by Shaw Taylor, Paciolan

In an effort to help our clients plan for the future, Paciolan will provide a third-party accounting interface to it's new Enterprise Ticketing platform. Per the plan announced last year, Paciolan selected two third-party accounting packages to which robust interfaces will be provided.

Paciolan's move from internally developed accounting software to integration with third party accounting packages ensures that our clients will have access to industry-leading accounting software capabilities and allow Paciolan to focus its development efforts on providing you with industry leading ticketing and patron management software.

After surveying a number of clients and the leading providers of mid-market accounting packages, Paciolan decided to design an interface to Microsoft's Great Plains and Sage's MIP accounting software packages. To ensure high levels of support, Paciolan has teamed with ePartners and NPF Consultants as the preferred VARs to implement these respective packages. Each partner has committed to developing the corresponding interfaces to enable integration to Paciolan's new Enterprise Ticketing platform and to provide ongoing support and maintenance for both the interfaces and their software.

Benefits to Paciolan clients using these partners include:

• The VARs will have significant expertise with Paciolan products
• The VARs and Paciolan will provide ongoing maintenance for a standard interface between the systems, including interface updates as future releases of the accounting and ticketing systems are released.
• Paciolan's ongoing relationship with these preferred partners will allow Paciolan to exert ongoing pressure on the VARs to maintain a high standard of support for Paciolan clients

Paciolan's multi-year project to develop its next-generation ticketing platform continues to roll out incrementally each year. As evidenced by over 25 clients successfully using the current phase to support a portion of their operations, significant progress has been made to date on the new platform. Once complete, clients will be able to transition from t.Res or t.Gen. Until then, the t.Res and t.Gen platforms will continue to serve as the database of record providing interfaces to Paciolan's existing accounting packages.

This announcement is intended to help our clients plan for the future and no immediate move off the current Paciolan accounting products is required. Paciolan will support its current accounting products (a.GL, a.PO, a.AP, a.AR) while general support is available for the reserved ticketing (t.Res) and general admissions (t.Gen) products. The new accounting interface will be available when the Enterprise Ticketing platform nears general availability.