“Their wealth of experience and knowledge in this area is second to none, and we were very lucky to find someone in Sarah who took the time to understand our organisation, clearly explained any nuances, cut through the sales-speak and effectively held our hand throughout the tender process.”
The Brief
To lead the procurement of a new Ticketing – Epos – CRM partner, within budget and time constraints.
Provide the best return on investment, paving the way for Wake The Tiger’s future growth.
Background
Wake The Tiger creates unique immersive experiences and ‘Amazement Parks’ which take people to alternative worlds.
Launched in 2022 by the team behind Boomtown Fair, an internationally renowned festival, this young company has big ambitions.
The team launched the first walk-through immersive experience in their hometown, Bristol – the ‘creative heartland’ of the South West.
Historically, one partner had been responsible for online ticketing. Several other systems were used for; retail, catering, events management, CRM and marketing.
With the expansion of the existing site due to be completed in January 2024, Wake The Tiger had an opportunity. They could take a fresh look at the ticketing/Epos/CRM market and consider other options – to meet operational and commercial needs.
The ReWork Approach
Wake The Tiger wanted one solution to support many operational and commercial functions. These included; advanced sales, walk-ups, events management, retail, catering, membership and CRM.
The senior team relied upon ReWork’s expertise and guidance throughout the procurement process. As lead consultant on this project, Sarah steered the complex process, providing clarity and reassurance at every stage.
Wake The Tiger was able to benefit from ReWork’s wealth of knowledge of the attractions technology market. Having worked on large-scale creative projects in the past, Sarah was able to bridge the gap between cutting-edge technology and the team’s creativity.
As software consultants and business mentors, ReWork developed a clear strategy to support both the procurement process and Wake The Tiger’s growth plans.
The project was delivered in four stages:
1. Discovery – Review, understand and make business, process and system recommendations.
2. Shortlist to Selection – Lead and support an effective procurement process, with expertise and insight.
3. Support – Provide guidance and support to the project team during implementation.
4. Ongoing support – Provide business support to maximise the long-term ticketing partnership.
Key Considerations
New to procurement
Wake The Tiger’s team is hugely creative, with many years of experience within the festivals/arts. However, ticketing procurement was essentially a new process for the team.
ReWork’s knowledge and experience of the ticketing and attractions sector were evermore critical here – to ensure the team could make informed decisions.
Reaching a decision
Selecting the right partner was crucial – one that would be future-proof, given Wake The Tiger’s plans.
Sarah adapted the procurement journey, bringing in potential partners to demo a range of products. This way, the team could explore and interrogate all the options and reach a unanimous decision.
Infrastructure
The absence of dedicated IT support had an influence on the choice of system model that was the right fit to support their plans. Sarah highlighted this risk early on in the project and advised the team of the potential impact on partner selection and future business.
Future Plans
Wake The Tiger’s expansion plans were at the forefront of ReWork’s focus at every stage of the project. Sarah foresaw some key requirements the new partner would need. These included; the need for system flexibility and the ability to provide ongoing, proactive support, amongst others.
Challenges
Time Constraints
Whilst there were no direct time constraints, a new partner had to be selected before the Project Lead took maternity leave. Sarah adjusted the timeframes and milestones accordingly.
There were two implementation phases to consider.
Gift voucher, general ticket and membership sales in the run-up to Christmas.
Site closure for expansion in January 2024. Public reopening in February 2024.
ReWork led the procurement process, ensuring that key decisions were made at exactly the right times.
Looking to the Future
The ReWork team will provide business consultancy, beyond ‘Go-Live’ in February 2024. This will future-proof Wake The Tiger’s investment – improving team knowledge, and industry insight and supporting the company’s expansion.
Sarah’s aim is to broker the most effective long-term relationship, between Wake The Tiger and their new partner. This will support the success of all future sites.
The ReWork team brings a wealth of experience in addition to the technology aspect of this project. This includes; commercial analysis, advice and support, creative and operational expertise, new attraction launches and major capital expenditure leisure projects.
“With a variety of ticketing providers telling us they could solve all our problems, we were extremely grateful to engage with ReWork Consultancy to help us navigate and support us through this project.
“Their wealth of experience and knowledge in this area is second to none, and we were very lucky to find someone in Sarah who took the time to understand our organisation, clearly explained any nuances, cut through the sales-speak and effectively held our hand throughout the tender process.
“We are very happy with ReWork Consultancy’s services and would happily recommend them.”
LUCY JARJOURA
SALES & MARKETING DIRECTOR