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.
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.
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.