Ipswich Regent & Corn Exchange Theatres
Ticketsolve helped Ipswich radically reimagine operations across two major venues replacing traditional box office functions with digital tools that empowered both their team and audiences.
The closure meant the loss of face-to-face sales, team redundancies, and all customer calls being diverted to the council’s general call centre, creating frustration for both audiences and staff. The task: maintain accessibility, reduce pressure on the team, and continue delivering excellent service, all on a tighter budget.
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With limited resources, Ipswich turned to Ticketsolve to implement tech-led changes that would reduce pressure, maintain accessibility, and empower their remaining team. Working closely with Ticketsolve, they introduced self-service help tools, streamlined communications, enhanced e-ticketing, and even launched fundraising initiatives, all supported by automation and customer insight.
Online Help Centre
Created using Zendesk and powered by existing customer service content, the help centre enabled 24/7 self-service and significantly reduced pressure on the call centre.
Chatbot Support
Integrated chatbot across the booking journey provided real-time answers from the help centre without breaking the user flow
E-Tickets & E-Vouchers
Custom-designed digital tickets and foldable vouchers improved customer experience while reducing the need for printing and staff handling.
Ipswich turned a crisis into a transformation. Without a physical box office, they now run a modern, scalable customer experience that keeps accessibility and quality at the core of every interaction.
Change is inevitable; growth is optional… I think this quote does resonate. We’ve seen a lot of change in recent years and I know that we’ve all grown more resilient as a result.
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