When forced to postpone 95% of their events, re-seating customers quickly and safely was pivotal to the financial viability of each event – enter robotic process automation
Live Nation Belgium, incorporating Sportpaleis Group, runs the largest venues in Belgium. Live Nation is one of the world’s largest entertainment groups annually promoting more than 20,000 shows for more than 2,000 artists worldwide. Sportpaleis Group is the concert and event promoter across Belgium.
In March 2020, as most of Europe went into lockdown, Sportpaleis Group was forced to postpone 95% of their planned events to be held later. Ticket refunds could only be claimed in exceptional situations due to Belgian legislation, introduced to protect venues. That summer, their staff faced working through re-allocations and refunds for 900,000 tickets to new dates.
As things opened back up, some venues were allowed to reopen as long as they followed specific rules, such as 1 or 2 empty seats between each group or bubble, called a Corona seat, which reduced capacity to around 75% or less and required moving some ticket holders to different dates.
The bars and restaurants at the venues had to remain closed, so in addition to the lower ticket sales, revenue from food and beverages was also lost. With finances tight, re-seating customers quickly and accommodating as many as safely possible was pivotal to the financial viability of each event.
Sportpaleis Group implemented Liberty RPA, our robotic process automation (RPA) solution, to process the events that needed re-seating.
“I honestly don’t know how we would have coped without Liberty RPA. We wouldn’t have been able to deal with the re-seating until the regulations were announced – now, with the robot, we can prepare for the future without spending a lot of money.”
Stefan Esselens
Chief Technology and Innovation Officer, Sportpaleis Group
“The original booking process required people to book the best available seats, rather than pick specific ones. In re-seating, some customers were re-booked to better seats, some to worse seats. Most customers were pleased to know that their event is rescheduled and that we have efficiently and quickly dealt with the process for them.”
Stefan Esselens
Chief Technology and Innovation Officer, Sportpaleis Group
Sportpaleis Group plans to continue to use robotic process automation alongside their staff. Having seen how the bots allow reduction in manual processes to free staff to deliver great experience and focus on more interesting tasks and can enable the organisation to react quickly to unforeseen events, other tasks were adapted for the bots to take the strain. The Sportpaleis Group Liberty RPA robots were used next to integrate old software with a new platform.
14 Seconds
to perform a single re-seat
7 x Faster
than manual process
Huge Savings
in resource costs
With intelligent robotic process automation, you can streamline your processes and boost efficiency. Liberate your people to use their talents better by releasing them from time-consuming, mundane, repetitive tasks.
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