Focusing on You, Our Customers
Welcome back from vacation! I’m sure that after all your hard work, the Fourth of July holiday came none too soon. On behalf of the Paciolan staff, I can definitively state that we too are catching our breath. Over the past few months the Paciolan team has worked hard as we continue to strive towards reaching our goal of making you Customers for Life. I’d love to share some of the quarter’s highlights with you.

First, we are thrilled to publicly announce the acquisition of the Lutz development products, Advantage and DonorNet in support of our college athletics clients. The product acquisition of Advantage and DonorNet will enable the development office to easily manage all interactions with key donors. Likewise, donors will be empowered to manage their accounts, payment schedules and pledges through an easy-to-use interface designed to make online interactions with you simple and enjoyable.

We’re equally excited about the newly formed CSTV partnership and the value it will provide to our mutual college athletics clients. At the highest levels, the partnership enables athletics organizations to offer merchandise, video footage, and other specialty items to your fans directly from your e.Venue ticketing websites. By offering timely access to new merchandise -- often bundled with existing ticket inventory -- you will be able to engender a much stronger relationship with your fans. Feel free to contact your client partner and account representative for details.

Second, we’re extremely excited about your overall ticketing performance trends. Over the past quarter, our venues have executed 392 on-sales of which over 99 percent ran flawlessly. Several on-sales in particular standout such as PMI’s regional ticketing arm, TicketStar, that put the GreenBay Packers’ Family Nite on-sale and sold 10,000 tickets in 11 minutes. Likewise, the University of Michigan celebrated yet another successful on-sale selling nearly 5,000 tickets in 30 minutes. In addition to raw throughput, Paciolan continues to help you realize consistently higher Internet adoption levels as well. Our annual Football Season Renewals Program, geared to assist colleges in rolling out timely communications to drive season renewals, realized a 14 percent year-over-year increase in adoption.

Lastly, and most importantly, we’re happy to announce that twenty clients have renewed their long term e.Venue contracts with Paciolan over the past six months. In college athletics these clients include: Clemson University, East Carolina University, Georgia Tech, Iowa State University, Louisiana State University, Purdue University, Southern Methodist University, University of Hawaii, University of Miami, University of Michigan, University of Southern California, University of Tulsa, Utah State University, and Virginia Tech. Addtionally, several performing arts clients have renewed their long term e.Venue contracts with Paciolan including: American Conservatory Theatre, Bass Performance Hall, Denver Center for the Performing Arts, North Carolina Blumenthal Performing Arts Center, North Shore Music Theatre, and Paper Mill Playhouse.

Given the highly competitive ticketing environment, it is rewarding knowing that our customer's confidence in Paciolan provides them with the security needed to renew their partnership with Paciolan. I’d also like to welcome new clients who have joined the Paciolan community including: Villanova University, Southeast Missouri State University through our partner MetroTix, Texas State University through the Texas Box Office, Leach Amphitheatre through PMI, The Blues Fest through Capital Tickets, and the Electric Factory, Borgata, and Quest Arena through New Era Tickets.

We continue to develop innovative services, forge business alliances, broaden our communications and education and continue to refine our ticketing platform to ensure that we help you meet your needs and surpass your fans’ and patrons’ expectations of you. All of us at Paciolan look forward to continuing this exciting relationship!

Sincerely,

Dave

The University of Kansas Leverages Access Management and Digital Ticketing
by Craig Ricks, Paciolan

The University of Kansas (KU) has a rich basketball tradition and a strong contingent of Jayhawk fans. Both of these factors contribute to the year-over-year sellout situation for men's basketball at Allen Fieldhouse. Adding to this strong tradition is the presence of the Kansas student body which occupies over 40 percent of all available seats at Allen Fieldhouse. With high demand for tickets, the KU ticket office noticed that many student tickets were being sold on eBay or through brokers to non-students. To compound the issue, attendance at some seasonal home games was impacted by a large percentage of student no-shows. Frustrated with these challenges, the KU athletic department implemented Access Management to better manage the student ticketing process, take back the secondary ticketing market and reduce game-day challenges.

Enabling Digital Ticketing
The first step to offer digital ticketing at Allen Fieldhouse was to lay the foundation for these services with Access Management. To get started, Kansas outfitted all entrances with the necessary digital infrastructure, including access points and handheld scanners for staff members. To ensure the staff was prepared, the box office trained all staff members to operate the scanners and Access equipment for game-day.

Next, the KU box office coordinated with the university provost to obtain student ID information. By working closely with their Paciolan client partner, KU was able to successfully use the magstripe data incoded on the student ID's by importing the magstripe ID into Paciolan and then swiping the student ID at the gates.

Barcodes were also printed on the hard ticket stock for season ticket holders to be scanned upon entrance for each game. In addition, to make the process of distributing single tickets easier, the ticket office enabled print-at-home delivery for public single ticket sales.

Benefits of Access Management and Digital Ticketing
An advantage of the new process was the ability to take back control of the secondary ticketing market. By fulfilling student tickets digitally via student IDs, the box office eliminated student ticket scalping as students were no longer able to place hard tickets on eBay. Consequently this eliminated non-students sitting in the low price student section, requiring the public to pay full price for tickets.

"By implementing digital ticketing with student ID cards, we killed off the unsanctioned secondary market in a single step," Charlette Blubaugh, Assistant Athletic Director of Ticket Operations, University of Kansas.

Moreover, they eliminated the manual process of students picking up tickets during multiple dates throughout the season. KU still offers a student pickup, but now offers it as an online option through e.Venue, dramatically reducing staffing in the box office and long lines at the windows!

Kansas also reduced game-day challenges with the digital ticketing process. During a few games over the holiday season when students were not in school, some seats would go unused. To resolve this challenge, the Kansas Box Office resold roughly 500 to 800 additional tickets per game in the student section to ensure that the seats were filled. To facilitate distribution of these tickets, the box office delivered them via print-at-home tickets.

Print-at-home tickets were an immediate success for the KU ticket office between 30 percent and 40 percent of all single tickets sold online were delivered via print-at-home. By leveraging this digital ticketing delivery method, the box office eliminated will call lines and realized cost savings of printing and distributing tickets.

"Offering print-at-home is a great costs savings measure for us. It eliminates printing ticket stock, and reduces labor at the will call window. The cost savings alone was well worth the investment," Charlette Blubaugh, Assistant Athletic Director of Ticket Operations, University of Kansas.

Future Steps
With Access Management and digital ticketing in place, the University of Kansas is in position to rollout additional digital ticketing programs and reap the full benefits of their infrastructure. To capitalize on their investment Kansas will implement digital transfers for the 2006 - 2007 season and aggressively promote print-at-home tickets. They also plan to continue momentum by delivering tickets digitally via student IDs.

For next year's football season, the KU box office plans to implement Access Management for the football 2007 season and will also evaluate Ticket Marketplace and ticket resale programs.

MetroTix Reaps the Benefits of Digital Ticketing
by Craig Ricks, Paciolan

Located in St. Louis, Missouri, MetroTix is a regional ticketing provider for over forty venues in the greater St. Louis area including the historic Fabulous Fox Theatre. Until 2005 MetroTix operated a third-party ticketing system and felt it was time to upgrade to the Paciolan in-house solution to maximize profitability and customer satisfaction.

As a regional ticketing provider, MetroTix competes with Ticketmaster to service local venues and wanted a competitive edge to build and maintain their business. MetroTix prides itself on offering the best possible ticketing technology to their venues. To that end, MetroTix implemented Access Management at the Fabulous Fox Theatre in June 2005. With Access Management in place, MetroTix offers a world-class entertainment experience, enables digital ticketing services and eliminates duplicate seating issues.

To effectively deploy the system, MetroTix followed an implementation plan by collaborating with the Paciolan professional services team and the MetroTix on-site technical staff. Next, the box office worked with the Fabulous Fox Theatre's ushers, who are primarily volunteer staff, to acclimate them with the technology. Then in September 2005, the box office offered print-at-home technology for the Broadway series, concerts, comedy shows, and gospel performances.

The Benefits of Digital Ticketing
One of the primary benefits of digital ticketing services for MetroTix was the ability to offer an enhanced customer experience. With the instant validation process of Access Management, MetroTix has an insurance policy against duplicates, thereby eliminating any disturbances at the seat. As in most performing arts venues, MetroTix works diligently to provide a premium experience for their patrons. They found that the handheld Access scanners complemented their VIP services by offering a separate VIP entrance for patrons with premium seats. Moreover, MetroTix was able to offer their patrons the ability to receive tickets instantly via print-at-home tickets. In addition to providing value to their patrons via instant ticket delivery, the box office benefits by saving time and money on printing and distributing of hard stock tickets, and is able to cross promote their Grand Buffet restaurant on the print-at-home tickets.

Another immediate benefit experienced by MetroTix was the rich collection of attendance data. "We have a new level for reporting and patron information that enables us to gain instant access to drop counts, complimentary ticket consumption, and number of attendees by price type. This information allows us to quickly reconcile with promoters and saves us time at the end of each performance," states Larry McDonnell, Vice President, MetroTix.

Additional value realized for MetroTix is the ability to leverage technology to maximize box office efficiency. During their first year of operating their Paciolan system, MetroTix achieved a 25 percent online adoption rate for all ticket sales. Moreover they delivered 12 percent of single tickets via print-at-home technology during the first year of offering the service. In fact, the box office delivered 13,000 print-at-home tickets since September of 2005, which translates into 5,500 transactions. Print-at-home delivery eliminates the need for any box office staff to touch those tickets.

Future Steps
Moving forward, MetroTix will determine which other venues are a good match for digital ticketing and Access Management. In fact, MetroTix purchased a second Access Management system for another venue and will determine which venue Access Management provides the best fit.

The MetroTix marketing department plans to take the additional step of creating programs based on attendance data. Plans include the ability to target and tailor retention programs for the small percentage of no-show patrons as well as maximizing cross-sell, and up-sell opportunities.

The Rushmore Plaza Civic Center Brings Ticketing In-House with Paciolan
by Craig Ricks, Paciolan

Located in Rapid City South Dakota, the Rushmore Plaza Civic Center (Rushmore) is home to a 9,000 seat arena, 3,000 seat performance hall, and 1,752 seat performing arts theatre. Hosting over 750 events and more than one million guests each year, Rushmore is the entertainment hub of South Dakota. Since 1993, Rushmore used a third-party system to sell tickets. In 2005, management felt the need to enhance their infrastructure and offer more advanced ticketing services online. Rushmore partnered with Paciolan to sell more tickets online, offer customers a world-class experience, and create the foundation for a regional ticketing business.

Realizing the benefits of the Paciolan solution
With their new ticketing system, Rushmore was eager to leverage the Internet to sell tickets. By offering customers access to real-time ticket inventory via the Internet, Rushmore was able to drive incremental ticket sales online. Additionally the box office sold renewals for the symphony and Broadway series online for the first time. By leveraging the Internet to sell more tickets, customers benefit from faster order fulfillment and enhanced customer service from staff available to better serve customers with specialized needs.

"Immediately after going live on our new system we sold over 55,000 tickets to the annual rodeo without any issues. The results speak for themselves and we couldn't be happier," said Janda Allen, Box Office Manager, Rushmore Plaza Civic Center.

The cornerstone of Rushmore's enhanced ticketing infrastructure and digital ticketing services is Access Management. With Access in place, Rushmore enables customers to use print-at-home delivery to enhance the customer experience while reducing printing costs. Moreover, Access allows the box office to catch trouble tickets at the door, record accurate attendance counts, and measure complimentary ticket usage. All of these benefits add up to enhanced customer satisfaction and a world-class ticketing experience.

One of the advantages of the new ticketing system was the ability to create a hub for a regional ticketing business. Rushmore leverages their infrastructure to offer ticketing services to regional tenants including a minor league hockey team, an arena football league team, the Dakota Choral Union, and the Black Hills Chamber Music Society as well as manage ticketing services for many local venues. Acting as the regional ticketing provider for these venues allows Rushmore to generate incremental revenues and maximize their ticketing system. Moving forward, Rushmore will be opening a new 6,000 seat multi-purpose ice arena that will bring additional attractions and revenue to their bottom line.

"A venue becomes successful because of the tools that they are given. We were able to succeed largely because of excellent training from Paciolan's professional services team. They made our transition a fun and easy adventure," said Janda Allen, Box office Manager, Rushmore Plaza Civic Center.

Paciolan Acquires Fundraising Software from Lutz Software Solutions
by Shaw Taylor, Paciolan

The recent acquisition of the Lutz Software's fund development products will help college athletics organizations to maximize donations and provide higher levels of service to donors with a comprehensive view of all donor interactions. The products acquired, Advantage and DonorNet, collectively enable college athletics organizations to successfully grow relationships with donors, season ticket holders, and other loyal fans through a comprehensive set of forms, inquiries, and self-service web applications.

Many colleges today require easy access to ticket holder and donor information to ensure that development staffs have the ability to successfully interact with these valued donors. Information available in a single page view such as priority points, personal seat license data, and pledges are key elements to successful interactions. In addition to donor-level information, colleges need top-line campaign, gift, and pledge metrics to continually monitor the development office’s overall success. When combined with the power of Paciolan’s ticketing solution, athletics organizations are poised to have a holistic, comprehensive view of both the donor’s overall experience with the athletics organization and an accurate measurement of annual revenue goals.

The University of Nebraska currently utilizes Paciolan's ticketing solution and Paciolan Advantage. "The University of Nebraska is ecstatic about Paciolan's acquisition of Lutz's Advantage and DonorNet products," said Paul Meyers, Associate Athletic Director for Development and Ticketing at the University of Nebraska. "As both a Paciolan and Lutz client, I am confident that the marriage of these solutions aligns perfectly with Nebraska’s vision of providing the highest possible levels of service to Nebraska’s season ticket holders and donors.”

The newly acquired products are available immediately through Paciolan. To receive additional information or to request a product demo, please call us at 949.476.1212.

Paciolan and CSTV Partner to Bring University Athletic Departments Closer to Their Fans
by Shaw Taylor, Paciolan

Paciolan and CSTV's partnership enables Athletic Departments to leverage digital assets to maximize online merchandise sales, ticket sales and sponsorship opportunities. The partnership will also enable joint clients to increase online sales and distribution of e-commerce, ticketing and other digital products. The offering, referred to as the CSTV/Paciolan Co-Marketing Program, is available immediately through CSTV.

"CSTV is excited about the value that this partnership brings to our University Athletic Departments,” said Brian Bedol, CEO and President of CSTV Networks. “By working together with Paciolan, we increase the reach of the Athletic Department and bring fans closer to their teams, in more ways than ever before.”

“The University of Maryland is delighted to learn of the formal partnership between Paciolan and CSTV,” said Michael Lipitz, Senior Associate Athletic Director for Administration at the University of Maryland. “On the heels of our women’s basketball NCAA Championship, we worked with both CSTV and Paciolan to market CSTV merchandise to our fans. The amount of incremental revenue realized when marketing CSTV gear to our fans clearly validates the value of the relationship.”

“Our college athletics clients are under tremendous pressure to leverage their brand,” said Dave Butler, CEO of Paciolan. “We realize the magnitude of this pressure and continually look for ways to assist colleges in reaching their fans. By offering new products and services to fans, colleges are able to leverage their brand and increase the value of their digital assets."

The CSTV/Paciolan Co-Marketing Program is available immediately through CSTV. For additional information please contact CSTV directly at via email at gscott@cstv.com.

Paciolan’s College Clients Leverage Email Marketing to Drive Football Renewal Campaigns
by James Kim, Paciolan

For several years Paciolan offered email marketing assistance to help college athletics clients drive online season renewals for the upcoming football season. This year, nearly 40 percent of Paciolan’s college athletics clients participated in this closely-managed effort leveraging successful promotional ideas and communication strategies. Participants’ overall online season renewal transactions increased nearly 14 percent over last season (the program ran early February though late June) and generated over 123,000 total online renewals.

Program Details
To drive the effort, Paciolan worked closely with college athletics clients to design compelling graphic rich emails to help generate online season renewals. The process involved Paciolan building, testing and sending HTML email to their season ticket holders once all design elements were approved.

Steps Taken
Typically, three emails were sent to promote the football season renewals:

• Announce the start of the football season renewals
• Issue a reminder to season ticket holders to renew
• Send a final reminder to season ticket holders hours before the season renewal deadline

Promotional and incentive offers were often included in these HTML emails to help drive online renewals. Price incentives were often tied to early renewals (e.g., small discounts on order processing fees) and e.Check payments to significantly reduce costly credit card fees. Paciolan recommended sending these emails to get as many season ticket holders to renew online before mailing costly paper applications.

Since most of the program participants use PACMail, they were able to utilize PACMail integration to the ticketing system to easily target season ticket holders who had not renewed. In addition, they were able to send personalized online registration information to ease the online renewal process for their season ticket holders. Prior to using PACMail, clients relied largely on unattractive, bulkmail to promote season renewals which led to lower online renewal rates.

Program Success
Using email marketing to drive online renewals, clients were able to: 

• Issue attractive emails to their season ticket holders
• Provide adequate amount of time to renew
• Offer their season ticket holders a convenient method of renewing their tickets
• Lessen unnecessary box office strain during the renewal period
• Reduce costly credit card fees by promoting e.Check payments

Many new and veteran clients enjoyed successful email marketing campaigns this season. In their first year implementing online renewals, Washington State University achieved a 58 percent online renewal rate. Key to their success was offering bonus priority points for online renewals and sending effective targeted emails.

Another successful first timer was University of South Carolina. Nearly one third of their season ticket holders renewed their tickets online this season with the help of their PACMail system.

Other top performing veteran clients included University of Michigan with 70 percent online renewals and Auburn University, Cal and University of North Carolina with 56 percent online renewals.

Future Plans
Paciolan is currently offering this program again for this season’s football single ticket sales and basketball season renewals. For more details, please contact your Client Partner.

The Ticket Marketplace Blueprint Program for College Athletics
by Craig Ricks, Paciolan

This program is a marketing and operational roadmap that enables college athletics organizations to successfully promote and offer university-branded secondary ticketing initiatives. When coupled with Ticket Marketplace functionality, the Blueprint Program, enables colleges to reap the benefits of secondary ticketing such as retaining season ticket holders, reducing no-shows, and gathering data on future ticket buyers.

Secondary ticketing is a growing trend within college athletics that enables fans to sell unused tickets, which increases satisfaction amongst high-valued fans and donors. Likewise, secondary ticketing provides the general public with the ability to purchase previously unavailable tickets, thereby increasing the pool of future season ticket buyers. Recently, there has been a movement in college athletics to control the secondary ticketing market to better serve fans and donors. Through program participation, Paciolan assists universities by increasing overall fan awareness of their Ticket Marketplace sites, driving ticket holders to post unused tickets, and motivating buyers to purchase tickets.

The U.S. Naval Academy experienced tremendous success leveraging Ticket Marketplace during last year's football season. "We participated in the Blueprint Program during the 2005 football season to help up-sell single ticket buyers and recruit season ticket holders. With Ticket Marketplace, and the success of our football program, we sold more season tickets than any other year in school history," stated Mike Pariseau, Assistant Director of Tickets at the U.S. Naval Academy.

Another success story using Ticket Marketplace took place at the University of Wisconsin. "With Ticket Marketplace, we offer valued donors additional benefits by providing them with access to hard-to-find seats. This in turn, allows us to increase our donation revenues, grow the number of donors, and retain our most valuable fans. We fully intend to leverage the Blueprint Program during the upcoming football season to offer the benefits of Ticket Marketplace to members of our Badger Fund," states Corbin Hunt, Assistant Athletic Director of Ticketing at the University of Wisconsin.

To find out more about the Blueprint Program, please contact the marketing department and request additional information.

Learning Center Series
by Ted Geiss, Paciolan

This unique educational series is designed to demonstrate existing functionality and provide training on the latest enhancements that will make your job easier. Gain access to Paciolan experts to share knowledge that enable you to better manage your business and even some of your most challenging issues. 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

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 see a full listing of future Learning Center Series sessions visit http://community.paciolan.com. 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.

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
• Promos and Presales in e.Venue
  Wednesday, July 26, 2006 12:00 p.m. PT

August Topics

• What is PCI? Payment Card Industry Compliance
  Wednesday, August 2, 2006 12:00 p.m. PT
• Laser Printing: What You Need to Know
  Wednesday, August 9, 2006 12:00 p.m. PT
• Creating, Selling & Redeeming Issuance Items in t.Gen
  Wednesday, August 16, 2006 12:00 p.m. PT
• Utilizing the PSO and Solutions
  Wednesday, August 23, 2006 12:00 p.m. PT
• Managing List Sources in PACmail
  Wednesday, August 30, 2006 12:00 p.m. PT

September Topics

• Group Ticket Window
  Wednesday, Sept 13, 2006 12:00 p.m. PT
• t.Gen ODBC Tips
  Wednesday, Sept 20, 2006 12:00 p.m. PT
• Attendance Reporting through Access
  Wednesday, Sept 27, 2006 12:00 p.m. PT

Paciolan Customer Education
by Ted Geiss, Paciolan

The Paciolan Customer Education program offers an Introduction to t.Res class from July 25-28, 2006 in the new Irvine office. This general class will explore many of the features of the t.Res software.

This class offers you the ability to utilize our knowledge and experience to make you more self-sufficient and create your own best practices for your organization. With flexible functionality built into the software, you are bound to learn many new “tricks of the ticketing trade”. This class is perfect for either the new user or a user that would like more focused training on these topics!

This class is ideal for:

• New employee training
• Refresher training to re-familiarize yourself with current and new products

To register for this class go to: http://community.paciolan.com/com_edu_schedule.htm or for more information contact Ted Geiss at tgeiss@paciolan.com or call 949-823-1778.

Laser Printing from the Back Office
by Craig Ricks, Paciolan

Turn existing laser printers into ticket printers with the latest version of t.Res (v.6.82) laser printing functionality. This convenient enhancement enables your box office, outlets, and retail partners to use a laser printer to instantly generate 8 ½ x 11 tickets. Print tickets, batch tickets, receipts and mailers to a laser printer after a sale using multiple products such as:

• Enterprise Ticketing Terminal : Optimal for box office windows that want to leverages an intuitive, easy to use interface when selling or returning all ticket types.
• Web Based Sales Terminal : Optimal for outlet or retail partners that want to use a web-based interface to quickly sell tickets to multiple venues.
• t.Res via TK.SELL : Optimal for heavy usage including everyday ticketing, and patron management needs.

With laser printing, your box office and outlet staff can experience the ease of instant ticket printing much like a patron would receive a print-at-home ticket. This saves the cost of ticket stock, by enabling you to print on standard paper and allows you to print from most any laser printer. A Portable Document Format (PDF) file is generated and used to print the ticket from your connected laser printer. Plus, if you are already offering print-at-home tickets, you can leverage existing print-at-home templates to save time. Just imagine the sponsorship opportunities!

With optimal network and printer settings you can now expect to print up to twenty tickets per minute depending on the printing process that you are using and your laser printer configuration.

When selling tickets from t.Res or Enterprise Ticketing Terminal, you can use your laser printer to deliver all item types including:

• Single events
• Combo items
• Non ticket items

To utilize this functionality upon your upgrade to t.Res 6.82, simply request the feature be enabled by contacting the Paciolan customer support team or your client partner.

Spotlight on Paciolan
by Shaw Taylor, Paciolan

To help you understand the roles of the Paciolan team, and alert you to key contacts in the company, we created the Spotlight on Paciolan. In this section, we will feature a key organization within the company, including key contacts. In this issue we feature manager Meaghan Metke and the Internet Services Coordinator team.

Internet Services Coordinators help to facilitate client success using Paciolan solutions online by:

• Helping prepare for on-sales
• Monitoring on-sales
• Coordinating all HTML requests
• Ensuring post upgrade e.Venue site functionality
• Consulting on Best Practices
• Helping customers install and fully utilize
  • Print-at-Home
  • Season Renewals
  • Donations
  • Promotions
  • Item Packages
  • Clickable Maps and View from Seats
  • Student Ticket Functionality

As Manager of the ISC team, Meaghan ensures that the team has the tools and support necessary to meet the needs of our clients in a timely manner.

If you would like to contact Meaghan feel free to reach her via email at mmetke@paciolan.com or via phone at 949.823.1728.