In 2020 with the downturn in live events, the team at VBO Tickets used the time to closely examine the Ticketing marketspace, client pain points, and what solutions were needed to lay out the companies strategic roadmap. As a leading provider of ticketing solutions for museums, performing arts venues, colleges, and tourism organizations, we were in frequent discussions on integrating data and transactions across Point of Sale (POS) systems¹. From these interactions it emerged that there were a set of common pain points, beyond accessing ticketing features in a POS, that clients were encountering. The issues included, slow transaction times, costly hardware investments, limited customization options, inefficient membership processing, and inadequate inventory tracking. The underlying message was clear: the market needed a seamless integration between a POS system and advanced ticketing platforms.
A New Type of POS
Our journey to develop an integrated POS system began with analysis of our clients’ operations. Early on we focused on finding an existing POS system to partner with as we engaged with museums, performing arts centers, and event organizers to understand their day-to-day challenges and pain points. Our search revealed a common set of issues: some POS systems were either slow, or expensive, or inflexible, or a combination of these factors and unable to meet the dynamic needs of modern event management. Beyond the base requirement of integrating ticketing and the POS systems, client pain points were around faster transaction processing, hardware flexibility, more customization capabilities, streamlined membership processing, and an advanced inventory management component.
The research also revealed that existing POS systems were one-size-fits-all formulations that were confining and typically used custom work arounds to partially meet the unique needs of event organizations. Ultimately our strategy coalesced around a singular solution: a new type of POS system that could seamlessly integrate into a ticketing platform, addressing all these issues in one unified solution.
The Performance Problem
Imagine a typical museum on a Saturday. Families, students, and tourists all eagerly await their turn to buy souvenirs at the gift shop or beverages at the cafe. The POS system user interface is not intuitive for the staff and user experience flow is slow, plus network processing delays causing longer lines to form during peak demand.
To tackle this, we developed a high-performance ticketing POS system designed to process transactions swiftly and reliably, even during peak times. Our approach combined optimized hardware and software integration with a streamlined, modern user interface. By incorporating efficient elegant code² and cloud-based solutions, we ensured rapid processing and reduced lag. The user interface was crafted to be intuitive, reducing the steps required to complete transactions and minimizing errors. The result was a system capable of handling high transaction volumes quickly and efficiently, significantly enhancing the customer experience and boosting operational efficiency.
The Hardware Conundrum
Another major issue was the significant upfront hardware investments required by existing POS systems. Many clients were stuck with outdated hardware that hampered their operations, yet they faced the dilemma of whether to invest in new, costly hardware or continue struggling with their current systems. Additionally, there was an ecological concern about the disposal of old systems.
Our solution was to create a browser-based POS system that operates seamlessly on nearly any mobile device or computer, and is compatible with a wide range of printers and chip-and-pin readers. This hardware-agnostic approach provided clients with maximum flexibility and cost savings while promoting environmental sustainability. By being able to reuse existing hardware, clients could significantly extend the lifespan of their current devices, reducing the need for new investments and lowering upfront costs. This not only provided financial benefits but also supported their sustainability goals by reducing electronic waste.
The Customization Challenge
In many performing arts venues, the one-size-fits-all approach of existing POS systems was constraining and inefficient. Different roles and scenarios required different functionalities and setups. Front line staff needed a different set of options readily available based on where they were or what they sold.
To address this, we allow users to personalize their favorites for maximum efficiency. Each user can set up their own favorites screen with selected merchandise, tickets, memberships, subscriptions, donations or other goods, ensuring they have quick access to the items they sell most frequently. This customization also extended to terminal configurations, enabling different terminals to be set up for specific printers and workflow. The ability to personalize interfaces not only enhanced user satisfaction and productivity but also improved job performance and operational flexibility.
The Membership Discount Dilemma
Clients were also spending time manually reprocessing membership discounts. This task was frustrating for both members and staff, leading to delays and potential errors that affected customer satisfaction and revenue accuracy.
We streamline the process of capturing and applying membership discounts across all purchases by integrating membership databases directly into the POS system. This allows for real-time verification and automated application of membership benefits at the point of sale. The system’s ability to automatically apply appropriate discounts once membership status is verified not only speeds up the checkout process but also reduces the likelihood of errors. This automation frees up staff time, enabling them to assist other customers or perform other tasks, and encourages repeat business by providing a smoother and more rewarding shopping experience for members.
Special Hardware Capability Coming Soon – Clover
Many small to medium enterprises (SME) using Clover devices³ valued their appearance, performance, and ease of use. However, they faced a challenge when trying to integrate these devices with existing ticketing systems and didn’t want to sacrifice the investment.
We are developing seamless integration into Clover hardware that will be available soon, providing a unified solution that combines the strengths of Clover devices with the advanced features of our Ticketing POS system. This integration will support most Clover hardware models, allowing clients to continue using their preferred devices without any disruptions. By consolidating ticketing, sales, and inventory management into a single platform, we provided a streamlined and efficient solution that was consistent with their existing systems. This not only reduced training time for staff but also ensured a familiar and trusted system for SME clients.
Inventory Tracking Trouble
Accurate inventory management is crucial for ensuring that events run smoothly and that popular items are always in stock. Promoters needed advanced inventory tracking and reporting directly integrated into the POS system to avoid overstocking or running out of key items during events and did not want to pay for additional 3rd party software.
To meet this need, we incorporated robust inventory management capabilities within the POS system. Our solution provided real-time tracking and comprehensive reporting tools that helped clients manage their inventory more effectively. Up-to-the-minute inventory levels were accessible through the POS system, allowing staff to monitor stock levels in real time and make informed decisions about restocking. Detailed reports on inventory usage, sales trends, and restocking needs provided valuable insights that helped optimize inventory management and improve overall operations.
A New Category: Ticketing POS System
The development journey was long and challenging, but the results have been transformative. Our new POS system addresses the unique needs of our clients in the museum, performing arts, and other event sectors. By focusing on high performance, flexible hardware investments, customization, membership integration, Clover compatibility, and advanced inventory tracking, we have developed a solution that enhances operational efficiency, reduces costs, and improves customer satisfaction.
Take, for example, the story of a popular museum that recently adopted our new POS system. Before the implementation, the museum experienced slow transaction times, the specter of investing in new hardware, inefficient membership discount processing, and manual inventory consolidation. The staff faced slow systems during peak visiting hours and no data sharing between the ticketing and older POS system.
After implementing the VBO Tickets POS system, the museum experienced improvements throughout the organization. Transactions were processed swiftly, reducing wait times and improving visitor satisfaction. The browser-based solution allowed the museum to reuse its existing hardware, cutting the hardware investment to zero dollars. Customizable interfaces enabled staff to tailor their workspaces according to their specific needs, boosting productivity and satisfaction. Automated membership discount processing streamlined the checkout process, saving time and increasing patron satisfaction. Real-time inventory tracking ensured that the museum could efficiently manage its stock levels, avoiding both overstocking and shortages across a hundred plus SKUs. Finally, the seamless integration of the ticketing and POS systems allowed for one common “source of truth” for daily sales and patron data.
Conclusion
The journey from challenge to solution has been a rewarding one. By understanding the unique needs of our clients and investing in innovative technology, we have developed a POS system that transforms the ticketing experience. Whether you’re a museum, performing arts venue, college, or tourism organization, the VBO Tickets POS system offers a reliable, efficient, and cost-effective solution to meet your needs.
This success story is just one example of how the VBO Tickets POS system is making a difference. Our commitment to delivering cutting-edge technology tailored to the evolving demands of our clients has positioned us as a leader in the event ticketing industry. By addressing the specific needs of museums, performing arts venues, and other event organizations, we have created a POS system that not only meets but exceeds expectations.
References:
1. https://en.wikipedia.org/wiki/Point_of_sale
2. https://www.forbes.com/sites/quora/2014/06/02/what-does-one-mean-by-elegant-code/
3. https://www.clover.com/shop
