20:20 Dialogue handed THSH customer engagement task
Symphony Hall and Town Hall in Birmingham, has appointed 20:20 Dialogue to provide a new customer relationship management system. The system will harness customer data to communicate with audiences in the most timely, relevant and effective way possible. The development work begins this month with the system live in September.
20:20 Dialogue was selected to support this enhanced, customer-focused approach to Symphony Hall and Town Hall’s marketing and communications following a competitive OJEU tender process. The solution will include:
- creation of a single customer view, to interface with the existing box office systems and hold booking histories, campaign response data etc.
- a powerful data analysis and reporting tool
- a dynamic e-mail/SMS delivery tool
- on-going data management support
The system will enable the two internationally-renowned venues to deliver and measure a programme of truly personalised, relevant and timely one-to-one communications.
Performances Birmingham Limited is the Registered Charity that manages Birmingham’s two iconic concert halls; Symphony Hall and Town Hall. By creating a dialogue between the concert halls and their customers, PBL hopes to engage its audiences on an artistic journey, and encourage them to take more artistic risks on the range of performances they’d enjoy. As a result, PBL anticipates greater customer retention and advocacy, higher sales, and better return on investment.
Andrew Jowett, Chief Executive, Performances Birmingham Ltd commented, "Symphony Hall and Town Hall needs a marketing system to deliver engaging marketing communications with a strong return on investment. 20:20 Dialogue took a pragmatic approach to the project from the outset, demonstrating adaptability in an ever changing funding climate. With a thorough understanding of our requirements, combined with a robust data management record and expertise in many sectors, 20:20 Dialogue convinced us they are the right people to provide the tools and ongoing support we need. We’re very excited about working with 20:20 Dialogue to take our customers on a more engaging artistic journey with Symphony Hall and Town Hall Birmingham.”
Andrew Campbell, Managing Director of Insight at 20:20 Dialogue said, "The challenges faced by Symphony Hall and Town Hall are universal – there is an ever-increasing need to engage with customers and harness a huge volume of customer data, while keeping costs down. 20:20 Dialogue believes in building brands one contact at a time, and the infrastructure we are building for these two great halls will allow them to do just that. This project will enable the Marketing Team to produce communications that are relevant to their audience, while allowing a high degree of automation and a positive return on investment.”