Introduction
The Folsom City Zoo Sanctuary’s annual event, Wild Nights and Holiday Lights, is an amazing experience for families looking to celebrate the holiday season. This year, organizers sought to elevate the guest experience and streamline event operations by switching to EventHub Ticketing. Senior Program Coordinator, Jessica Donahoo and Zoo Manager Jocelyn Smeltzer shared how this transition improved their event’s efficiency and guest experience.
Challenges Before EventHub Ticketing
Before utilizing EventHub Ticketing, the event relied on general recreation software for ticketing. However, this system presented challenges, including a cumbersome ticket purchasing process for guests and inefficiencies in scanning attendees upon arrival. Additionally, managing event capacity was difficult, as tickets were sold strictly by day rather than by timed entry, leading to unpredictable crowd flows.
Another major concern was handling refunds due to inclement weather. Previously, refunds had to be processed manually on an order-by-order basis, creating a time-consuming and labor-intensive process for the event team. These operational inefficiencies highlighted the need for a more flexible and streamlined ticketing system.
Transitioning to EventHub Ticketing for a Better Guest Experience
To address these challenges, the event team transitioned to EventHub Ticketing, seeking a solution that would provide a better ticket-buying experience for guests, improve onsite check-in efficiency, and offer a more effective way to manage capacity. EventHub’s ticketing solution allowed them to implement timed entry ticket slots instead of only selling tickets by day, helping to distribute attendance evenly and enhance the overall guest experience.
“We wanted a system that was more user-friendly for our guests and admin staff,” said Jessica. “EventHub Ticketing made it so much easier for guests to purchase tickets and for our team to scan them. and especially with the refund part, before our admin team would basically have to individually refund everyone versus you guys seems to just click a button and then they refunded it, which is very nice.’’
Key Benefit and Impact of Utilising EventHub Ticketing for this Event
Timed Entry for Better Capacity Management
One of the biggest challenges for the event was managing large crowds, especially during peak hours. Previously, tickets were sold by the day, making it difficult to control the flow of visitors. EventHub Ticketing’s timed entry slots feature allowed organizers to distribute attendance more evenly throughout the evening, reducing congestion and enhancing the experience for guests. By segmenting maximum capacity into time slotted increments, an event is able to increase total capacity, and therefore total potential revenue, by day.
Cost Savings and Flexible Refund Options
Another key advantage of EventHub Ticketing was its ability to handle refunds and rescheduling due to unpredictable weather. In the past, when weather forced the event to close, manual refunds were required, creating significant administrative strain. EventHub Ticketing simplified this process by introducing:
- Rebooking options for guests to attend on another available date
- Donation opportunities to support the zoo’s mission
- Gift certificates for future use at the event or next year’s experience
Instead of manually refunding orders one by one, EventHub Ticketing’s bulk refund and automation capabilities saved the team valuable time and effort.
Minimizing Revenue Loss with Flexible Refund Options
Unlike their previous system, which required staff to process refunds manually, EventHub automated bulk refunds, significantly reducing administrative workload. This streamlined approach not only saved time but also improved customer satisfaction by ensuring faster and more efficient resolution for affected guests.
With EventHub’s built-in refund flexibility, the Folsom City Zoo Sanctuary team was able to offer multiple solutions when bad weather affected scheduled event days:
- Guests could rebook their tickets for another day.
- They had the option to donate their ticket proceeds to the zoo, providing critical support for zoo operations.
- Visitors could receive an e-gift card, allowing them to return for a future event or use their ticket credit for the following year.
By automating refunds in bulk, EventHub Ticketing eliminated the need for staff to process each refund manually, saving time and resources while ensuring a better experience for customers. EventHub Ticketing’s Self Exchange feature can even be applied to self upgrades and downgrades when desired by an organizer.
Marketing Integrations with Results
EventHub Ticketing’s marketing features brought real value to Wild Nights and Holiday Lights. Through EventHub Ticketing’s NightOut.com integration, the event was discovered by a broader range of buyers and boosted ticket sales, no extra work needed. The automatic abandoned cart email system also proved especially effective, bringing back nearly 50 customers who had initially walked away from their purchase.
These marketing tools generated $916 in additional revenue—money that might have been left on the table with their previous system. With 16% of abandoned cart email recipients engaging and 6% completing their purchase, the data showed these features weren’t just bells and whistles, but practical tools that contributed meaningfully to the event’s bottom line while the team focused on creating a great experience for their visitors.
Exceptional Support from EventHub Team
Beyond the technological benefits, the event organisers praised EventHub’s customer support team for their responsiveness and dedication. From initial onboarding to ongoing assistance, the support team ensured a smooth transition and provided expert guidance, reinforcing the event’s confidence in their new ticketing system.
“The support and training resources from the team went really well,” Jessica shared.
Conclusion
The switch to EventHub Ticketing has significantly improved ticketing operations for Wild Nights and Holiday Lights at the Folsom City Zoo Sanctuary. With an enhanced purchasing and check-in process, better crowd management through timed entry slots, flexible refund options, and a strong support team, the event is now more efficient and guest-friendly than ever before. As the event continues to grow, EventHub remains a trusted partner in delivering a seamless and enjoyable experience for all attendees.
Are you looking for a smarter ticketing solution for your event? Click below to see how EventHub can transform your event operations with a custom ticketing demo:
