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Subscription Rollovers in 2021

Karyn Elliott
$organization

Hello Tessitura friends! A hot topic in the community right now is, “What do Subscription Rollovers look like a year into the global pandemic?”

Is there anyone out there that has done their subscription rollover already? Would you be willing to share your organization’s planning and strategy with us? If so, post here or contact me directly at kelliott@Tessituranetwork.com

We are looking to create some Community & Learning content based on your innovation and business evolution. Thanks in advance for sharing your story with us.

  • $organization

    Hello,

    Here at TPAC we are just about to announce our 21-22 Broadway season, scheduled for May.  We have had many discussions about what to do with season ticket holders and how COVID-19 impacted their season tickets.  Here is what we have decided:

    • Not rolling over from 20-21, but the season prior.
      • Rollover will happen this week.
      • Gives everyone who might have canceled in 20-21 due to Covid, the opportunity to renew
    • New season ticket holders in 20-21 don't have seats to renew because there was no season to seat.
      • Renewal letter will communicate that they have no seats to renew, but are considered a renewing season ticket holder with all the benefits that entails.
      • Renewal invoice will not list seats to renew, but they will fill it out as if they were making a change to their season tickets.
    • Renewal invoice indicates how much money they have on account from 19-20 & 20-21, which can be used to purchase 21-22 season tickets.
      • Email communication will also include this balance and how to use it online.

    Hope this helps.

  • $organization

    At the Arvada Center we will be announcing our 21-22 theatre season in May.  We have decided to do much of the same process as TPAC:

    • We are considering the 20-21 season a wash and will not be rolling from that non-season.
      • We will roll from the 19-20 theatre season
      • We understand that the new theatre ticket holders will not have seats to roll from, however, we gave our cancelled theatre season holders the option to roll that unused money to the 21-22 theatre season, and we have their seating requests and will hand seat them once we have finished rolling folks.
      • We have informed our ticket holders that any new seating requests that they had requested for the 20-21 theatre season will need to requested again for the 21-22 theatre season. 
    • For those who transferred their unused funds to the 21-22 theatre season, we will be sending them invoices with the remaining balances on them.
      • We will also follow up with email and phone communication after our initial mailing.
  • $organization

    This is very helpful! We all really appreciate you sharing your thought process.  I may be in touch with some additional questions. 

  • $organization
    We are in a little different situation as we completed our renewal process for the 20/21 season right about when COVID started. We took one series that went from 5 shows in the 20/21 season to 6 shows in the 21/22 season. We returned the events using the event cancellation utility, had to go into each account and override the fees associated to the packages and put all the money on the account. Next step was completing the rollover and then going back to each account and apply the credit to their new order.
     
    Happy to discuss more.
     
    Thanks
    Ashley
     
    Omaha Performing Arts Logo
    Ashley Voorhees
    Associate Vice President of Administrative Services
    Direct: 402.661.8511  |  Main: 402.345.0202  |  Ticket Omaha: 402.345.0606
    image
    *Limited seating capacity for social distancing. Masks required.
    .
  • $organization
    Hi Karyn,
    At The Straz we've done a lot of work to deal with the cancellation of all the 2021 Broadway Season shows. Here's a recap of the main steps we took. I did this from memory and I think I got all the broad strokes listed here.
    • We had already done the rollovers from 19-20 to 20-21 and sold some packages by the time we shut down for COVID
    • Created fake holding performances in a 2099 Season for the cancelled packages. It included both our Morsani Hall 8 show package and our Jaeb Theater performances that were also part of the season package. A total of about 64 performances.
    • We rolled each of the Broadway packages and Jaeb performances from the 20-21 Season into the 2099 Season "HOLD" performances.
    • We cancelled all the seats from all 20-21 performances that had not been renewed yet, leaving just the refunds to process.
    • We invited customers to
      • keep their money on account for a 10% "bonus" of whatever they put on account,
      • donate their purchase to our Development Department,
      • or take a refund to their original payment method.
    • We used Prospect2 and CSI's to keep track of the customers responses
    • We used the new Cancellation Utility to do the cancellations and process the money based on customer responses using lists
      • We refunded payments to customers that requested it.
      • We processed the rest into On Account payment methods specific to either Development or Ticket Sales.
      • Development converted the On Account donations to contributions
      • Ticket Sales held the On Account money from cancelled S20-21 shows for use with the 21-22 Broadway Season Renewals
    • We eventually removed every seat from the S20-21 performances and effectively cancelled them.
    • We used the Order Import Utility and a special General Admission BONUS performance to put the BONUS On Account Money into fake tickets, then used the Cancellation Utility to cancel the BONUS performance and put the money into On Account Add On Bonus so we could make sure they only use the bonus if they use it for tickets.
    • A few weeks ago we rolled the 2099 “Save/Hold” packages for Morsani into the new 21-22 Broadway Season Package.
      • The rest of the 2099 hold performances were for our smaller Jaeb Theater, which is not going to be part of the 21-22 package. Those will be cancelled out of the system eventually if they haven’t already (Ticket Sales is handling that).
    • We ran the Renewal Report to generate data for the invoices, then modified the spreadsheet data with extra tabs and lookups to get the On Account funds amounts for the invoice.
    • On the invoice, we printed the package price, the on account funds applied, and the on account funds still available (or Zero).
    • Invoices were printed and delivered for stuffing Friday 4/9. They dropped on 4/15.
    In retrospect, writing this and reading it back to myself makes it all seem so reasonable and logical, but at the time, we had no idea how to deal with it all. We figured it out along the way as a team. We think we did pretty a good job of coming up with a solution that allowed us to cancel and refund/donate/keep the original purchases while preserving the customers original seats from 20-21.
    A final note: People are very eager to get back to some form of Normalcy and our Season 21-22 Renewals prove it. The renewals went live on Friday, 4/16 and as of just a few minutes ago we’ve sold 1,441 8 show package renewals and 273 brand new customer season purchases.
     
     
    Jerry Boutot | Manager, Information Technology - Data
    O: 813.222.1097 C: 352-428-4199
     
  • $organization

    Thanks again for these super helpful responses Kimberly, Amber, Ashley, and Jerry!! 

    If anyone watching this thread is looking for a refresher on how to do subscription rollovers, sign up for tomorrow's Pop-up Skillbuilder "Performing Season Rollovers," hosted by my colleague Christy Carlson. 

    Performing Season Rollovers
    Tuesday, May 18 at 12:00pm EDT
    https://www.tessituranetwork.com/Items/Events/webinars/2021/Members/PopUpSkill-Performing-season-rollovers