The Background
The Lost Gardens of Heligan is one of the most beloved gardens in the UK, attracting hundreds of thousands of visitors each year. But with a legacy ticketing system that no longer enabled them to make sense of data, they faced a pivotal moment: how to future-proof their systems without overwhelming internal teams or blowing the budget.
The Challenge
After a previous difficult system rollout, Lost Gardens of Heligan’s team was wary of repeating the same mistakes. They lacked a dedicated IT or procurement team, and their existing system had proven far too complex for their internal resources to manage. With fragmented tools, too many processes across departments to retrieve a clear view of their customer data, they needed support to:
- Understand their true business needs
- Evaluate market options with objectivity
- Break down a major procurement decision into manageable phases
The ReWork Approach
ReWork started with a focused review project, allowing Lost Gardens of Heligan to move forward without committing to a full-scale procurement engagement upfront. This approach helped the team build internal alignment, clarify technical requirements, and scope a practical solution that balanced ambition with operational reality, commercial goals and realistic timeframes.
We worked closely with key stakeholders to:
- Reframe the team’s perception of what was “needed” vs. what was “possible”
- Highlight the trade-offs between best-in-class vs all-in-one solutions
- Understand the implications of system choice on making sense of customer data
- Develop a phased procurement and implementation roadmap that reduced risk and made budget approval easier
The Outcome
ReWork’s review helped Lost Garden of Heligan confidently select a new ticketing system that better matched their scale, needs, and resources. The phased plan to select and roll out ticketing, retail, and hospitality as separate steps, reduced pressure on the small team and supported a best-in-class technology stack, as opposed to an all-in-one solution, which they had previously been working with.
Crucially, the team felt in control. They now had a clearer view of their data, systems, and reporting capabilities, and could see that their chosen tech model could lead to bigger strategic wins.
In Their Words
“Our old ticketing system was no longer a fit, and we needed an easy way to make sense of data. ReWork Consulting helped us focus on what we could realistically implement and manage now, rather than trying to do everything all at once.
Sarah brought a level of objectivity and helped us understand what our team could truly support . With our team aligned, risk was reduced in the procurement and subsequent onboarding process.
Her recommended shortlist made all the difference. I was able to visit other attractions using the systems she suggested, see them in action, and speak to staff on the ground. That gave us the confidence to move forward with the procurement.
We’ve now selected and implemented one of the systems Sarah shortlisted, and we’re well on our way to having systems in place that will support our long-term marketing strategy, whilst supporting day-to-day operations.”Rebecca Miles – Head of Marketing
Why It Matters
For organisations without in-house procurement or IT capacity, it’s easy to fall into the trap of over-buying, under-preparing, or launching systems that never embed.
ReWork helps cultural attractions like Lost Gardens of Heligan ask the right questions, see the full picture, and move forward with confidence.
Need an independent review of your systems, and how that relates to the market? Let’s chat here: https://reworkconsulting.co.uk/get-in-touch/