Case study

Sep 10, 2026

From Basic Ticketing to Dynamic Growth: How Marine Hall Transformed Box Office Operations

Marine Hall in Fleetwood was looking to put in place an ambitious programme of events and expand its local audience. However, the venue was held back by a ticketing system that worked for simple sales but lacked the capability to support long-term growth. To realise its full potential, the venue needed a modern platform that combined flexible box office functionality with powerful audience development tools.

When the team at Marine Hall set out to expand the venue’s programming, the limitations of their existing box office provider became clear. The platform handled basic activity, like standard sales or simple seating plans, but it provided no flexibility for complex show setups or dynamic venue layouts. Additionally, without paying for extra features, the venue had almost no ability to perform marketing and development activities which were essential to their growth, such as customer segmentation and targeted audience marketing.

Beyond system limitations, the venue struggled with a lack of software updates, and a hands-off support model. It was clear the venue needed a solution that could scale alongside its ambitions.

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Choosing the Right System

What immediately set Ticketsolve apart for the Marine Hall team was that their required capabilities - advanced customer segmentation, flexible show builds and integrated marketing tools - were fully developed operational features rather than promises for future software releases. In addition, Ticketsolve's commission-based structure also offered greater value for money and flexibility when modelled against the venue's financial projections.

Beyond software and pricing, the partnership approach established during early discussions with the Ticketsolve team gave the team confidence that they were gaining a true partner, who was invested in their success, rather than just a software vendor.

‘Ticketsolve sees venues as partners. It gives us the confidence that if something goes wrong, it will be sorted.’ - Dean Stewart, General Manager

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Operational Transformation

The operational impact was immediate. Ticketsolve transformed back-office administrative workflows, allowing the box office and marketing teams to operate with far greater efficiency. Features such as Event Hub and integrated product sales reporting were available from day one, allowing Marine Hall to manage retail sales alongside ticket transactions and build secondary revenue streams effortlessly.

The venue also benefits from regular platform enhancements, adopting new functionality like the recent automated abandoned-cart automation as soon as they are released.

The standard of day-to-day support saw a complete turnaround. With Ticketsolve, queries are addressed quickly and directly - often within the hour - by a team that demonstrates a genuine desire to listen, adjust and continuously improve the platform. This has transformed how the venue operates, giving staff the confidence to explore new platform capabilities.

‘If I had to put my finger on one particular thing with Ticketsolve that I have been delighted with, it is the level of support.’ - Nick Towers, Box Office and Sales Team Lead

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Making the Move

Replatforming naturally bought up concerns around managing change. The team was notably concerned about migrating to an unfamiliar platform without on-site support during go-live. Internally, they also wanted to reassure finance colleagues who were accustomed to traditional daily settlement processes rather than managing monthly commission remittances.

These concerns vanished once onboarding commenced. The remote migration was faster and more smooth than anticipated, with data transferring cleanly between systems. Detailed remittance advice and transparent financial reporting integrated seamlessly into council finance routines, reducing back-and-forth between the venue team and the council’s finance team to only a couple of occasions per month.

‘As soon as we got into onboarding and talked to the team, that risk just almost fell to zero.’ - Dean Stewart, General Manager

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Customer Experience

The transition immediately improved the online customer journey. Ticketsolve populates the venue's website in a dynamic, customer-friendly manner, streamlining the booking process from their what’s on page, through to checkout.

To build on this, Marine Hall is introducing Ticketsolve Pay integrated terminals to streamline in-person transactions. At the same time, the team continues to explore deeper platform features - such as customer ticket capping - as new show formats lead them to explore new capabilities.

‘I've probably learned as much about Ticketsolve in the last two weeks as I did right at the beginning.’- Nick Towers, Box Office and Sales Team Lead

Reflecting on the decision to switch, the team views the move as a complete success. Having moved from a basic platform to a system rich in analytical and operational depth, Marine Hall now possesses the tools and partnership required to grow its audiences and scale its ambitious programme.

‘It's a no-brainer,’ the team confirms, recommending the platform to any venue seeking to expand its operational and commercial horizons.

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Dean Stewart

General Manager

Ticketsolve sees venues predominantly as partners, and works with us make the work we do as successful as possible.

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