• Replies 6 replies
  • Subscribers 417 subscribers
  • Views 261 views
  • Users 0 members are here
Related

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.

Parents
  • $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
     
Reply
  • $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
     
Children
No Data