Live Nation Regional Division · Gaming & Hospitality · Nashville, TN · 14 weeks
Ticketing and fan data governance framework deployed across 8 venues
Live Nation’s regional division was losing $940K a year due to duplicate fan records that skewed ticket sales, loyalty points, and upsell efforts. We created a data governance framework that cleaned up these duplicates and set up controls to maintain data quality going forward.
Challenge
The regional division managed 8 venues, each using a separate ticketing system and fan database. This setup created duplicate fan records across systems, leading to incorrect ticket sales attribution, repeated loyalty points, and failed upsell attempts targeting existing customers. The revenue team calculated these problems were costing nearly $1 million annually.
Approach
We created a single fan identity by matching email, phone, and purchase data across eight venue databases to eliminate duplicates. Then, we set up rules to block new duplicates from entering the system. Finally, we built a dashboard to monitor duplicate rates in real time.
Outcome
We cleaned up the fan database by merging duplicates, cutting them from 184,000 to 11,200 within 800,000 records. This fixed misattributed sales and duplicate loyalty points, stopping $940K in annual revenue losses. With accurate fan records, the upsell campaign failure rate fell sharply, from 144 to 24 failures per month, because campaigns reached the right audience.
We rolled up our sleeves and sifted through 800,000 fan records. Turns out, 184,000 were duplicates. So, we cleaned house and cut out all the repeats.
We dove into the data and uncovered 184,000 duplicate fan records out of 800,000 across eight venues. That blew the revenue team’s minds, it was way more than they expected. The duplicates had piled up over six years because each venue was managing its own data, completely siloed. There was no way to connect fan identities across locations.
Spotting problems early saved us a bunch of time and money.
First off, we cleaned up all the duplicate records. Then, we put in place some quick checks to catch duplicates the moment new fan records popped up. That small change slashed monthly duplicates down to under 4,000.
How We Put Together Upsell Campaigns That Really Reached the Right Customers, and Got Results
About 18 of every 100 of our upsell campaigns were bombing because duplicate records kept sending mixed messages to the wrong fans. So, we jumped on fixing that with identity resolution. Once we did, our campaigns hit the right fan profile 97 of every 100 times. Crisis averted.
Results
- $940K Annual revenue leakage resolved
- 184K to 11K Duplicate fan records
- 8 Venues on unified fan identity
- 144 to 24 Failed campaigns per month
We knew duplicate fan records were a problem, but we didn’t expect it to be costing us $940,000 a year. Thinklytics fixed it, and now our upsell campaigns are finally working.