Derry City FC Saves Weeks of Admin Time After a Seamless Switch to TicketCo

A recommendation from a fellow FAI club led Derry City FC to TicketCo, solving long-standing ticketing frustrations with an easy transition, saving the ticketing manager from 14-hour days, and improving the matchday experience for staff and fans.

Overview

• Club: Derry City FC
• Challenge: The club’s previous ticketing platform was inefficient and poorly supported, creating a heavy administrative burden, frustrating fans, and limiting revenue opportunities. The thought of switching systems felt daunting.
• Solution: After a strong recommendation from fellow League of Ireland club Bohemians FC, Derry City moved to TicketCo, experiencing a seamless and well-supported transition.
• Results: The club dramatically reduced administrative time for season pass renewals from two weeks of long days to one week of normal hours, improved matchday efficiency with faster entry, and unlocked new revenue potential with a more user-friendly system.

The Challenge: Inefficient Tech and Overwhelmed Staff

Before partnering with TicketCo, Derry City FC struggled with a ticketing system that created more problems than it solved. With no proper training or support, staff faced a constant battle with manual processes and confusing reports.

The issues were widespread:

• Heavy Admin Load: Simple tasks were time-consuming, and the reporting suite was so complex it went unused.
• Poor Fan Experience: The system frequently crashed, timed out, and locked PayPal accounts for club transactions.
• Supporters out of their accounts during crucial sales periods. European games couldn't be linked to season passes, and workarounds even required using personal Operational Stress.
  
  

"It was always a drama with our old system," explains Ticketing Manager Karen Pyne. "Season ticket day was super stressful—links didn’t work, the system would crash, and fans got locked out. I was sitting up until 11 o'clock every night dealing with it."

The prospect of changing ticketing suppliers was intimidating, as the club feared a complicated and disruptive transition.

The Solution: A Smooth and Supported Switch

Derry City’s concerns about switching were quickly put to rest. Following a recommendation from Bohemians FC, who had faced similar issues, the club chose TicketCo and was surprised by the ease of the transition.

"It was so simple and effective," says Karen. "The seat plan was already done, so all we had to do was send it over. With the comprehensive training and onboarding from TicketCo, we were up and running quickly."

The new platform provided immediate improvements:

• Comprehensive Onboarding: The TicketCo team delivered detailed training, regular meetings, and hands-on support to ensure staff were confident from day one.
• Faster, Simpler Operations: The intuitive system made setting up games and managing events significantly quicker and more straightforward.
• Peer-Driven Confidence: The endorsement from another top-flight club gave Derry City the assurance they needed to make the change.
  
  

Results: Less Admin, Happier Fans, and Better Matchdays

The impact of moving to TicketCo was felt immediately across the club, transforming operations for staff and enhancing the experience for supporters.

• Massive Time Savings: The season pass renewal process, which previously involved two weeks of 14-hour days responding to customer issues, now takes about one week of normal hours. Karen notes, "The complaints and issues aren't as frequent. I'm no longer sitting up until 11 o'clock every night."
• Improved Matchday Flow: Digital QR codes, offline scanning capabilities, and flexible gate access have drastically reduced queues. "If the Wi-Fi goes down, we can scan offline," Karen adds. "This is very useful." The ability to turn off gate restrictions allows fans to enter through any gate, ensuring smooth and fast entry.
• Increased Revenue: The combination of a new stand and TicketCo’s user-friendly seat map flow has helped drive a significant increase in season pass sales.
• Fewer Fan Complaints: With a stable and easy-to-use purchase flow, the flood of emails about broken links, missing tickets, and system lockouts has vanished.

Service & Support: A True Partnership

Beyond the technology, Derry City values the relationship and proactive support from TicketCo.

"The service from the success and support team is great. We have a dedicated Customer Success Manager who is always on hand to help with everything, from on-site visits to video calls," says Karen. "They want us to be successful. TicketCo has made my life so much easier as a ticketing manager."

Learn more about how TicketCo helps clubs streamline matchday operations → Explore Matchday optimisation

Looking Ahead: Building for the Future

With a reliable ticketing partner in place, Derry City FC is focused on future growth. The club is now exploring new initiatives to enhance fan engagement and drive revenue, including:

• Season ticket subscriptions offer flexible monthly payment options.
• Supporter memberships for fans living outside Derry.
• Enhanced branding and sponsorship opportunities through the TicketCo platform.

When asked what advice she’d give other clubs hesitant to switch suppliers, Karen’s answer is simple: "Don't think—just do."

Ready to see how easy it is to switch? Book a demo with TicketCo today and learn how you can save time, increase revenue, and deliver a better fan experience.

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