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Lexus Urban Polo:
Dedicated to customer experience with White Label Ticketing

“Eventfinda’s White Label allows us to better target and retarget our customers. It’s overall a better marketing platform for our events."
Simon Wilson
Managing Director, Urban Events LTD

Summary

Urban Events Ltd run multiple events across New Zealand and Singapore with plans to expand across Australia and Asia. They began working with Eventfinda in the middle of 2021 to better target their market and improve the ticketing experience for their clients.

They became an Eventfinda ticketing partner for their Lexus Urban Polo and Indulge events which included White Label Ticketing subdomains for their event detail and ticketing pages.

When Covid-19 meant many events were postponed, the Eventfinda team ensured refunding and ticket reallocation was a smooth process for both the client and their ticketholders.

Feature focus

White label ticketing
Ticketholder communications
Ticket transfers and refunds

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It's all about the customer experience

"The secret to a better customer experience is to keep your customers on either your website or a page that has the appearance of being on your website."
Simon Wilson
Managing Director, Urban Events LTD

The motivation behind Urban Events moving to Eventfinda as their ticketing partner was all about their customers and building trust and loyalty with their brand. Simon Wilson, Managing Director of Urban Events Ltd said,

“The secret to a better customer experience is to keep your customers on either your website or a page that has the appearance of being on your website. This makes everything so easy for our customers.”

He wanted to ensure his customers would remain on the Lexus Urban Polo branded website and experience streamlined ticketing,

“Our focus is to market our brand, Lexus Urban Polo. We do that on our site and want our customers to be able to make their ticket purchases without leaving our brand. This also means it’s easy for them to flick back and forth to find out more info on our events.”

Eventfinda’s teamwork cushioned Covid-19 postponements

"The refund process has actually helped us build trust with our customers.”
Simon Wilson
Managing Director, Urban Events LTD

Due to New Zealand moving into the Red setting of the Covid-19 Protection Framework, the Lexus Urban Polo events were unable to go ahead. The Eventfinda team supported Urban Events with the administration required to cancel, refund or reallocate purchases to ticketholders. Simon recalled,

“Because of Covid-19, we had cancellations and refunds to organise. Eventfinda took care of all of this. Everything was handled by them so there was no work for us. We were completely satisfied with how this was managed.”

Using Ticketholder Communications all ticketholders were contacted to offer either a refund or a ticket transfer to the following year’s events,

“Because the refund process was seamless it was a frictionless process for customers so it meant they trusted us. The refund process has actually helped us build trust with our customers.”

How Eventfinda went above and beyond

"We can always talk to someone if we need help whether it’s our Account Manager or the CEO."
Simon Wilson
Managing Director, Urban Events LTD

Alongside Eventfinda’s technology capabilities, one of the big draws for Urban Events is our people. Simon said,

“The reason it’s so easy to work with Eventfinda is the customer service we receive is great. We can always talk to someone if we need help whether it’s our Account Manager or the CEO. Personal relationships are very helpful and having relationships across the business is great.”

Simon and his team are looking forward to a busy year ahead with summer 2023 events already on sale with Eventfinda White Label Ticketing.

www.urbanpolo.co.nz
www.indulgeauckland.co.nz

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