SFJAZZ (San Francisco Jazz), the only stand-alone facility built specifically for jazz in the United States, presents world-class artists in concert throughout the year, nurtures young musicians’ development and promotes music education. As the organization announces acts and opens its ticket sales with two major season releases per year, SFJAZZ’s website attracts a significant number of members and other music enthusiasts on those specific dates.
While having a very large onsale, SFJAZZ’s challenge was making sure to safeguard website failures, keep their systems online and the web shop consistent in order to enable music fans and jazz enthusiasts to move through their purchase path seamlessly while delivering a great customer experience.
‘We had a large onsale that went very badly and that day is now infamous in our company
as the worst day in our company’s history’, says Jesse Loesberg, Web Producer at SFJAZZ.
But, what happens when your largest onsale is so popular that your online platforms cannot handle the traffic, and then phones and the box office systems go down during attempts to support additional customers who could not purchase tickets online?
Anticipating a similar situation with high demand for their upcoming season, SFJAZZ decided to apply Queue-it’s online virtual waiting room during their summer onsale to smooth out high demand online traffic peaks, so that their current infrastructure’s capacity could handle the load.
Not only did the solution benefit the jazz fans and members trying to buy tickets to their next jazz show, but the intuitive user interface was also appreciated by the web producers responsible for implementing and monitoring the solution.
SFJAZZ’s use of the virtual waiting room system as an effective website overload management tool enabled them to process their high-demand, new season onsales. The system was fair, informative and customers had a well-organized purchase experience. Needless to say, continuing to use Queue-it has allowed SFJAZZ to keep their systems up during new season ticket purchases, avoiding a new “worst day” for the first-class arts organization.