The story
Selling a ticket sounds simple. But when visitors book the wrong date and staff have to handle every change, it can take up a lot of time. That was the Comic Art Museum in Brussels' experience with its previous online ticketing system.
Tine, deputy director and responsible for visitor services, wanted a solution that would mean less work for the reception team. A Google search led her to Booqi.
Too much time spent on bookings
During the pandemic, the museum needed to start selling tickets online quickly. It chose a low-cost provider, but visitors found the website confusing. They often did not notice the date had already been filled in and booked for the wrong day.
The reception team then had to change those bookings. Cancellations and refunds were also cumbersome. Tine recalls that almost half the team's time went on bookings, even though their main work involves groups, guides and educational activities.
The museum stopped using that provider. Visitors still wanted to buy tickets in advance, however. At the board's request, Tine looked at the options again.
A system that is easy to use
Tine compared several suppliers. Booqi's ease of use and clear terms appealed to her. The museum could work on a commission basis without committing to a multi-year contract.
After speaking with Roel and later Raul, Tine and a colleague received an introduction to the system. There was also room for their own requirements. The museum wanted to translate certain terms into French and English itself, so the wording would be right for its multilingual audience.
Booqi made those adjustments. Tine recalls that the museum was ready to start after around two to three weeks.
A relief for the reception team
The earlier experience had made staff wary of another system. The main difference was the work they no longer had to do themselves. Visitors now receive a link that lets them change their own booking.
“We hardly have to think about it anymore. It runs,” says Tine.
Staff still enjoy selling tickets in person, and most sales still take place at the ticket desk. Online ticketing nevertheless helps at reception too. Visitors who have paid in advance no longer need to choose tickets or pay when they arrive.
Faster admission on busy days
When it is busy, a second employee can scan tickets in the queue. Those visitors can then go through. This makes admission faster, even though the museum's narrow entrance leaves no room for a separate queue for online bookings.
A booking therefore does not give priority access. Signs explain this to visitors. According to Tine, nobody waits longer than a quarter of an hour. What matters to her is keeping things moving smoothly.
Quick answers when a question comes up
The museum can easily ask questions through the chat and generally gets a quick answer. Tine describes the partnership as smooth and pleasant. If she were to describe Booqi to another organisation, she would point to a flexible, easy-to-use and transparent system with fast support.
For now, the museum uses Booqi only for online ticket sales. It is also exploring whether to bring its on-site sales to Booqi. Meanwhile, the current setup already gives the reception team more time for visitors.