Once your club signs with TicketCo, you’re assigned a dedicated Customer Success Manager who will ensure you have the tools, resources and knowledge to get up and running quickly and smoothly. Unlike traditional providers that leave you with just an account manager, we provide a full team of experts, ensuring your club is fully supported at every stage.

Whether you require a quick turnaround, or are planning a more gradual launch, the first thing your Customer Success Manager will do is map out a plan for your onboarding. This could include getting you up and running and fully migrated within a week, or it could be a rollout plan for next season - whatever suits you best, we adapt.

We start with a tailored kickoff call, to align on goals, key dates, milestones and ensure we are all agreed on a timeline. This call typically involves your key personnel as well as the Sales representative you have been working with, and your new Customer Success Manager. In this meeting, you can expect to hear questions such as “Where do you see your club within the next 3 years?”, “What is your club's key focus for the coming season?”, and “How can we ensure we are achieving and measuring success for you?”.

Post kickoff call, and depending on the established timeline, we will arrange tailor-made training sessions for you and your team. We may also start working on any necessary implementation milestones such as data migrations, building seat maps and integrating with your other providers. 

Once you're ready to go on sale, your Customer Success Manager will be happy to review your pages, and provide you with any last-minute recommendations, branding suggestions, and other tips and tricks to ensure your fans will love your new purchase journey!

Beyond your first onsale, we will ensure that your staff, stewards and volunteers are confident using our scanning app on matchday. We understand that getting fans safely and efficiently into the grounds is top priority for many clubs!

When it comes to supporting you throughout this journey, our Support team will assess your business needs and ensure you receive the best support possible. Whether it be questions during the week, or game day at the weekend, we are here to help.

A key moment in a club’s onboarding process is often the season ticket launch. Whether it’s a fresh start or a migration from another system, we make it effortless.

• Season Ticket Listing & Pricing Setup – We help you to structure and configure your season ticket sales, including membership perks and loyalty programs.
• Best Practices – Your Customer Success Manager is there to help you soundboard different strategies, ideas and concepts you may have. Whether you want to start a new initiative such as subscription season tickets, or if you want to group ticket categories together, they will be able to provide you with advice, training and best practices. 
• Club Staff Training – Our tailor-made training sessions ensure ticketing managers, box office staff, and front-line teams are fully confident in using TicketCo. It is important for us that you feel comfortable and secure on matchday - we know you usually have plenty to think about on those days!
• Supporting Your Fans – We know that transitions to new systems can be a hassle for some, so we ensure you have a direct support line with our Support experts. That way, if you need help to assist your fans, you always have someone to lean on. We help you to help your fans.

A successful transition goes beyond the club- it’s about the fans. We recognise that this change is significant, not just for your team, but for your entire fanbase. That’s why we’re here to ensure the transition process is as smooth as possible.

• Customer Success Management – Our dedicated Customer Success team is here to collaborate with you, offering expert guidance to help you create a strategy that keeps your fans engaged throughout the transition. From communication plans, resources for your marketing team, all the way to simple tips and tricks, we are here to help you help your fans adjust to a new ticketing provider. 
• Helpful Tips and Templates – We provide valuable insights, best practices, and templates to help you support your fans on matchdays. With our resources, you can seamlessly guide them through every step of the journey.

Our commitment extends well beyond the onboarding process. Unlike traditional ticketing providers who rely on a single account manager, we ensure your ongoing success with dedicated, proactive support:

• Customer Success Management – Think of our Customer Success team as your strategic partner within TicketCo, dedicated to helping you achieve your goals. They provide expert advice and feedback to keep you on track and challenge you to think bigger. Here’s some of what they offer:
  • Regular Business Reviews – Strategic assessments of your progress, insights on untapped opportunities, and collaborative goal-setting to keep you moving forward. Planning and next steps goes beyond your first game! 
  • Community Programme – Connect with other clubs within TicketCo to exchange ideas and best practices, helping you stay ahead of the curve.
  • Workshops – Participate in hands-on shadowing workshops to optimise your operations, alongside strategic sessions to help you grow.
    
    
• Dedicated Support – Our expert support team is always available to assist, whether it's a weekend matchday or a weekday challenge. They provide support for both clubs and ticket buyers, ensuring smooth operations every step of the way.
  
  
• Stakeholder Transition Support – When key club personnel change, we offer re-onboarding and knowledge transfer to maintain continuity and ensure no disruption to your operations.
  
  
• Compliance and Regulatory Guidance – With strong experience from our existing customer base, we understand the complexities of playing in Europe and other international competitions. We work together with you to be agile, share industry tips, and connect you with others that have been in your shoes before, so you are never far away from someone who can help you to navigate any challenge!