The 13th Annual PACnet Star of the Year Awards


Honoring organizations within their genres for exceptional work throughout the year, inspiring all of us to reach for the stars.

Celebrate our 2019 Winners!

The PACnet Star Awards recognize standout achievements across all Paciolan client genres.  The awards acknowledge organizations that exceeded expectations and achieved uncommon results in ticketing, marketing, or fundraising.

  • Breakthrough Innovator: A client who breaks out from the crowd by embracing new technology to implement innovative and creative programs.
  • Newcomer of the Year: A newly-installed Paciolan client who achieved success quickly by leveraging best practices and strategic partnership integrations,  developed thought-leading initiatives to sell more tickets, raise more money or drive more fan or patron engagement.
  • Star of the Year: A client who has achieved great success by embracing and evangelizing thought-leading strategies and new technologies while developing successful programs to retain and/or grow revenue.
  • Event of the Year: Celebrating a record breaking, unique, one of a kind, or groundbreaking event hosted and managed at a client venue.
  • Founders Award: A client chosen by the Paciolan Team in recognition of great strides achieved with a consistent willingness to utilize new services. This client has implemented new technology and initiatives in a remarkable use of Paciolan tools to generate revenue.

 

Breakthrough Innovator of the Year

University of Michigan

University of Michigan

2019 Nominee

 Michigan Athletics utilized fan feedback to enhance online options for season ticket holders!

In response to season ticket holder feedback, Michigan Athletics provide football season ticket holders the opportunity to transfer rights for their season tickets. They leveraged customized online applications and marketing automation to create an online season ticket transfer portal. This specialized portal allows season ticket holders 24-hour access to transfer the season ticket holder rights to another individual while meeting all required UM rules and fee requirements.  

This not only created a convenient, online service for their fans but also drove $140K in new Annual Fund revenues as a fee for the right to transfer.

Texas A&M

Texas A&M

2019 Nominee

On their first year on the Paciolan platform, the team at Texas A&M rolled out two innovative initiatives to effectively decrease costs and preserve hardware.

During the renewal process, Texas A&M offered a choice between a payment by eCheck or a donation to cover credit card fees, if paying by credit card.  They branded the initiative -  "Your Payment Method Matters“.  Since launching they have seen a significant reduction in credit card fees associated with renewals from over $1,000,000 to less than$650,000 while they were also able to generate $128,000 in donations to help cover the cost of the fees.

As the single largest Paciolan hosted Access client with more than 200 scanners to manage and successfully deploy at football games, A&M has developed a rolling trunk storage system that contains cooling fans and power to house and charge the scanners year round.  The cases were custom built based on  Janam specs and include  two electrical outlets for power and two fans for ventilation with capacity to hold up to 52 scanners. Slide out shelves with built in power make scanner handling so much easier.   These cases have significantly reduced the deployment time on football game days and allow easy transport between our venues.

University of Pittsburgh

University of Pittsburgh

2019 Nominee

Pitt Athletics exemplified the breakthrough category through unprecedented use of Paciolan technology in 2018. 

As partners with the Pittsburgh Steelers at Heinz Field for 17 seasons, Ticketmaster had been the only technology used in stadium on game days.  Working together with Paciolan and Heinz Field, an integrated scanning system was installed for the first time this past football season. This was groundbreaking for Pitt Athletics changing the dynamic of digital sales and has allowed them to implement mobile sales and delivery by 100% for over 50,000 season tickets sold.

In addition to the upgrade in scanning technology, Pitt Athletics implemented the H2P shoe initiative as a friend and fundraiser for Pitt Athletics. This unique initiative created over 200 new donors through the online purchase of a specialized shoe in coordination with a Panther Club donation, designed specifically for Pitt in coordination with Nike. This campaign was extremely customized for eVenue integrating the shoe sale with the Panther Club requirement to purchase.

 

University of Washington

Customer retention efforts were tremendously supported by two innovations this year, a new retention scoring model and a scan-in campaign focused on first-year season ticket holders.

In the past year, Husky Athletics has wholly rebuilt its digital infrastructure to expand their marketing capabilities specifically in customer acquisition and retention. With a goal of capturing every ounce of inbound demand, they were able to leverage the existing Paciolan platform along with new integrations to dramatically increase eCommerce revenue year-over-year. 

Working with the Fan One team they were able to use thier retention score to create a blueprint for the service team that would maximize their outbound renewal efforts based on a raw score and quadrant. By expanding the use of Adobe Campaign form submissions both as a ticket interest and database growth tool they were able to add almost 2,000 previously unknown prospects and were able to ascribe a revenue figure of $139.99 to each form submit.  Integrating with StubHub brought in another 10,450 new fans to our database and a liberal application of the football schedule page integration with SIDEARM brought in an additional $196,000 and 2,100 new fans. 

Husky Athletics also enhanced the fan experience for the final two home football games of 2018, by launching a specific scan-in workflow for rookie season ticket holders. Upon scanning their ticket, they received a welcome email that highlighted key points to focus on throughout the game, and directing them to the in-venue Renewal Zone for any questions. These two elements allowed them to use our bandwidth in the most effective way possible to super-serve the most vulnerable subset of season ticket holders.  We believe this resulted in rookie season ticket holders renewing at 50%

Event of the Year

Ticketpop – Hamilton

Ticketpop – Hamilton

2019 Nominee

Ticketpop was able to use innovative ideas to manage the demand of Lin-Manuel reprising his role in Hamilton and focus on local ticket sales. The 20 performances sold 41,000 tickets and are part of a $15 million fundraising effort that Lin Manuel is leading.

After Hurricane Maria and the devastation to the Island, Lin-Manuel Miranda made a commitment to bring Hamilton to Puerto Rico to raise money for the Art Fund and to rebuild the Teatro UPR at the University of Puerto Rico. To do this, he resurrected as the star of the show.  It took several months of preparation in order to comply with restrictions to guarantee the majority of the tickets were sold in Puerto Rico – it was very important to Lin-Manuel that the local residents had the chance to see his most acclaimed musical that he himself would be performing in.  To accommodate this, tickets were sold at all of Ticketpop’s 24 outlets across the island, some with lines that lasted over 12 hours. The Box Office was open for 20 hours straight and everyone in line was able to purchase tickets. In addition, the allocation to online was flawless and sold out in 30 mins.

In addition to that, after months of preparation and two weeks prior to the opening show, the event changed venues and cancelled a few shows due to security concerns. The box office worked day and night to transfer and relocate all purchases to the new venue.

CAA - Hamilton

CAA - Hamilton

During the Hamilton on-sale for the Cincinnati engagement at the Aronoff Center more than 26,000 tickets were sold in a record 100 minutes online, and 2,000 sold in-person over the course of just 3 hours, making for an on-sale that broke all house records for dollars and tickets.

The Hamilton on-sale is an incredibly proud accomplishment for the Cincinnati Arts Association (CAA) and Broadway Across America (BAA) partnership – the biggest onsale in CAA history.  With 9-months of preparation, the teams developed a great plan for an online and in-person sales experience, given the show had unprecedented demand with a limited supply of single tickets.  As a result, by implementing Paciolan’s Queue-It solution on eVenue, the ease of the online experience was fair and trouble free. In-person guests were ushered in out of the cold and relaxed in the theater, where they enjoyed light refreshments while they waited.  CAA and BAA staff were overwhelmed by the positive responses of guests, even from some that were unable to purchase tickets.

“I have nothing but positive comments and praise to bestow upon the Cincinnati Arts Association (and this isn't because I was fortunate enough to get tickets to a performance of Hamilton). The queue for tickets was an equitable manner of ensuring tickets were sold to a large number of people. I appreciate your superb customer service and the easy accessibility of your website. I greatly appreciate how you are transparent about how many tickets are left. Whenever there is an upcoming play in Cincinnati, I will only and always use your website for purchasing tickets”

Montana State University - Imagine Dragons

Montana State University - Imagine Dragons

Montana State hosted its first stadium concert in 37 years this past year. Imagine Dragons at Bobcat Stadium on July 26, 2018.

The event sold 19,982 tickets for $1.5M in gross sales and marked the largest event in the history of the University. They also sold $243K worth of merchandise for the event. All of these stats a record for the venue! 

The onsale broke all records for Montana State University and required great collaboration with Ticketswest & Paciolan to be successful. It was also the first major onsale on MSU’s new database. More importantly, the team made it all happen with only 2 full time box office staff members operating with part-time college staff.

Spokane Arena - Metallica

Spokane Arena - Metallica

From the biggest on-sale for a single-concert to the biggest rig our 23-year-old grid had ever flown, Metallica’s return to Spokane made all kinds of history. 

On Sunday, December 2, 2018 the Spokane Arena welcomed Metallica for a sold-out concert in the round and broke every record on the books. Selling all tickets within one hour, the Arena also saw the highest gross for a single concert and highest food and beverage per caps EVER. They also saw record breaking social media response with over 1 million people reached organically on Facebookover 15,000 people reached organically on Twitter andover 15,000 people reached organically on Instagram.

The PPL Center

In September 2018, PPL Center hosted the opening night of Elton John's Final Tour - Farewell Yellow Brick Road becoming the PPL Center's fastest sell out at 28 minutes and highest grossing event at over $1.7 million from over 9,000 total tickets sold

The PPL Center gathered 1,320 emails from a sold out waiting list initiative allowing fans to sign up to be notified if tickets became availible. The waiting list was then used to release limited ticket from unused premium and artist holds through various promo codes, totaling a sale of 275 tickets @ $35k gross within the last month prior to the concert.

Newcomer of the Year

Texas A&M

Texas A&M

2019 Nominee

Texas A&M and the 12th Man Foundation joined the Paciolan community in Spring, 2018, and haven’t looked back!  Coming live directly on the new Paciolan platform, A&M quickly implemented all of the Paciolan tools including Salesforce CRM, Marketing Automation, PacFund, and Ballena. 

Texas A&M  is taking full advantage of Paciolan’s partnerships.  In their first year with FEVO, they sold 2,283 tickets to the LSU football game with a Black Friday promotion driving $171,000 in revenue.  Integrating with Stubhub, A&Mgenerated $448,000 in revenue off of secondary football sales including $115,000 for their home game against LSU which was the highest scoring football game in FBS history!

On February 1st, A&M also launched their 2019 Football Season Ticket renewals utilizing Paciolan’s new Required Seat Donation functionality.  

Wolstein Center at Cleveland State

Wolstein Center at Cleveland State

2019 Nominee

The Cleveland State ticket office has made incredible strides in their first year putting full ticketing ownership in their hands. 

The Wolstein Center at Cleveland State University went live January 1st 2018.  The box office team worked vigorously on event conversions during Christmas week to be prepared for go live and had successful early onsales for Martin Lawrence, Harlem Globetrotters and Jeff Dunham to name a few.

For the first time EVER, season ticket holders were offered online renewals, payment plans, an online ticket exchange program.  In addition, all ticketed sports now utilize mobile and print-at-home delivery options, full season and mini plan offerings, and PYO seat maps to enhance the consumer experience online. Having no data on student sales or attendance in the past, Cleveland State was able to capture important information on close to 2,000 students who have attended a sporting event in 2018-2019.

Additionally, the first non-basketball event on Paciolan, Lacrosse vs. Ohio State, not only sold out, but resulted in the largest crowd in school history.

North Texas University

North Texas came on board in 2018 and immediately was off & running using all the Paciolan tools to push online ticket sales and Mean Green Scholarship Fund donations.  

In their first year, UNT saw total athletic ticket revenue grow by 22% and Mean Green Scholarship Fund donations improve by 20%. 56% of football single tickets were sold online with 86% delivered digitally! They also took full advantage of Paciolan partnerships and sold 15% of football single tickets thru those platforms.

By implementing online upsell strategy – UNT took advantage of every point in the consumer purchase process to upsell fans to buy and donate more – a specific pre-event parking upsell resulted in over $54K in additional revenue and their 110% Champion Campaign resulted in nearly $297K in additional annual support.

Star of the Year

University of Oklahoma

University of Oklahoma

2019 Nominee

The University of Oklahoma implemented innovative new ways to increase market presence and revenue during 2018 through Paciolan’s platform and thought-leading strategies in ticketing, marketing & fundraising

They successfully launched the new OU One Pass – giving fans access to over 80 events across 9 sports and generated over $100K in revenue.  Leveraging their FEVO partnership, they doubled group sales revenue with over $1M in revenue and with digital marketing, OU was the first to launch a Social Lead Ad Campaign for facility gifts surpassing an ROI of $100:$1. 

Oklahoma also hosted the Salute to Stoops, a VIP event to recognize the achievements of Bob Stoops. The event included notable letter winners and some of the most influential people in the state of Oklahoma along with a private concert performance by Toby Keith.  The Sooner Club also rolled out a new giving structure aimed at the recent tax legislation using Quick Donate & Marketing Automation to increase philanthropic giving.  And by using Web Tracking and lead generation through Adobe Campaign, they identified donors who didn’t have a strong history of giving, but were great major gift prospects.

Rutgers University

Rutgers University

2019 Nominee

2018 was a banner year for Rutgers University. With a brand new external team on the ground, they successfully realigned their business strategy, and on-boarded multiple new business tools & solutions.

Partnering closely with Paciolan, Rutgers converted to the new PAC Platform and integrated SIDEARM, FEVO, Replybuy and Stubhub all at the same time. Rutgers launched Paciolan Advanced Analytics which standardized their reporting metrics, generated a lead scoring model for new and renewal business, created geographic & stadium heat maps, and added marketing automation dashboards and sales team tracking. They set an all-time sales record in wrestling sales with over 3K season tickets sold as well as a 5 year high in men's basketball season tickets and flex plans. Football also had an overall renewal rate of 87% with 2,500+ new season ticket sales after several consecutive losing seasons on the field.

Rutgers also successfully implemented numerous online upsell campaigns to season ticket holders pushing seat cushions, additional season tickets, single game tickets & donation funds. This resulted in almost $100K in incremental revenues.

With a key focus on new sales leads, Rutgers puts strong emphasis on Salesforce.com tools, tracking over 15 major sales campaigns and driving over $150K in new business directly from these leads. They also instituted an online “Ticket Interest List’ program throughout the year to generate sales leads during off season timeframes and took advantage of their first year on the Stubhub integration driving almost 6,000 new sales leads and over $65K of incremental revenue with direct listings for football alone.

University of Alabama

University of Alabama

2019 Nominee

Alabama has done a phenomenal job keeping up with their on-field success. As the only school to participate in all 5 years of the College Football Playoff, Alabama has utilized Marketing Automation and eVenue to streamline their ticket request processes. 

In 2018 Alabama Athletics successfully processed over 25,000 online applications for 16,000 tickets for the SEC Championship Game, 13,000 tickets for the Orange Bowl, and 20,000 tickets for the National Championship.

Taking advantage of team success and several sell out games, they also focus on heavy promotion of their Stubhub partnership. This past season Alabama earned $240,000 in secondary revenues thru their integration with Stubhub and listed almost 5,500 football tickets for over $676,000 in direct sales and over $225,000 over and above face value.

Alabama was also the first client to launch Paciolan’s Advanced Analytics platform.  This was a cross-departmental initiative with their Strategic Planning group leading the charge. Working with multiple data sources they were able to provide the executive team with critical stats and metrics to make timely decisions on the direction of the Athletic Dept.

Louisiana State University

 

In the past year, LSU has taken advantage of all the tools in the Paciolan toolbox to increase revenue and create the best online fan experience.

LSU Athletics saw almost 90% of football single ticket sales sold online, 20% sold through mobile devices and 78% of season ticket holders opt-in to seat & parking selection sites. This generated over $3.3M in additional revenues and prove LSU fans are engaged online. 

LSU aligned with 7 Paciolan partners and was the first school to integrate parking with Parkhub. They also embraced the new Stubhub revenue share model driving record breaking secondary revenues of $169K for ONE home match up against Alabama.

Additionally, LSU’s Tiger Athletic Foundation became the poster-child for Salesforce fundraising integration, implementing several sales tools and dashboards for gift officers and staff that have become Paciolan’s best practice standard. 100% of gift officers and donor reps work directly out of Salesforce each with individual dashboards that help log & track all contacts with donors & prospects and track pledge fulfillment progress. This has contributed to a 5% increase in new donors and a close rate of 63%.  

“The biggest take away is efficiency; our Development professionals are able to file contact reports on the road, look up data readily available, and so much more - the more efficient we are, the more people we can see.”

 

Founders Award

The Fox Theatre Atlanta

 

The Fox Theatre Atlanta has been an amazing client since 2012 and embraced our partnership from the start.

They were the first in their genre to implement an interactive 3D-Seat map using our Ballena technology. Which has been an incredible way for their patrons get a real time view of the beautiful and historic venue.

They have sold over 50,000 tickets in just over two and a half hours for a highly anticipated Hamilton run this past season. With a meticulously planned on-sale that was perfectly executed and flawless.  In a recent publication by Pollstar, The Fox Theatre was named #3 worldwide for total ticket sales with over 73% of those sales in online puchases. A true testament to the commitment they serve to bring the best overall experience for their patrons!