Seatwave

Seatwave is the UK's fastest growing digital start-up and a leader in the online secondary ticketing sector. Through its open digital marketplace, it allows buyers and sellers to exchange unwanted tickets to concerts and other events in a trusted and secure environment.

Challenge:

Speed of return, limited investment, and need for agility are common issues for digital start-ups. Seatwave, despite its success and funding, was no exception and its early stage need for rapid technical deployment had started to cause operational difficulties and overheads, as well as impact the user experience. This was hitting financial revenue as users began to churn and the cost of customer service contact escalated.

Approach:

Digital Works Consulting was appointed on a two-month assignment to evaluate, recommend and attain buy-in to deliver process improvements within the technical and customer teams. Over the period, the Digital Works Consultant led a full process audit, from a customer, technical, and internal team perspective, to identify immediate and longer-term structural improvements, thereby providing immediate benefit as well as a longer-term view. Buy-in was attained through a careful balance of credibility and relationship building, ongoing transparency and explanation across all levels of the business.

An excellent solution to our needs. On time, cost-effective, with full buy-in.

COO, Seatwave

Results:

The review and its implementation have led to significant improvements in overall user experience, bottom-line, and organisational clarity. Seatwave has kindly recommended Digital Works Consulting services to other digital businesses.