Things can happen which mean you need to postpone or change the date of your events. Spektrix gives you the tools to reschedule Instances and communicate with your customers about important changes.
This article will guide you through how to reschedule Instances. You’ll also find information on using Dotdigital to inform your customers.
To reschedule an Instance you’ll need to:
- Change the Instance date
- Set up an Integrated Email Campaign
- Build a Customer List and send the Integrated Email
- Regenerate print at home tickets
If you are rescheduling a number of Instances, you will need to repeat this step for each Instance.
TIP: This article covers how to change the date of Instances within the same Event. If you need to reschedule an Instance and change a number of the Event Details, such as Venue or Seating Plan, you’ll need to cancel this Instance and set up a new Event.
Change the Instance date
To change the date of an Instance, you’ll need to navigate to the Admin Interface.
TIP: To access the Admin Interface, you’ll need the General Administrator Role. If you don’t have this Role, ask the Settings Administrator in your organisation to add this Role to your User Account.
- In the Admin Interface, go to Events and choose the Event which contains the Instance you want to reschedule.
- On the Instances tab, select the Instance you would like to edit.
- In the Basic Details tab, scroll to the bottom and click Edit.
- Update the date and/or time of the Instance.
- Click Save.
TIP: You can update multiple Instances using the Bulk Instance Updater Tool.
Set up and design an Integrated Email
You’ll need to set up and send an Integrated email to the affected customers.
Set up and design your email by following the guides:
In the content of the email, let customers know:
- The date the Instance has changed to.
- If you offer exchanges to other Instances, along with the information about how to get in touch to request this. You may wish to consider collecting responses using a Dotdigital Form.
- If printed tickets will be valid for the new date and that Print at home (E-tickets) will be re-issued.
Build a Customer List
To identify customers who have purchased tickets for the affected Instance(s) build a Customer List.
Follow the steps in How to build a Customer List.
You’ll need to create a Booking Segment which includes everyone who has purchased tickets for the Instance you are rescheduling.
With the Customer List, you’ll need to take two actions:
- Send the Integrated Email you created in the previous step.
You can do this by setting up a new Integrated Mailing, or, by choosing Use in Integrated Mailing from the Choose an action dropdown on your Customer List.
- Export the Customer List and download as a .CSV or unformatted Excel file.
When exporting the Customer List, the output columns you’ll need are:
- First Name
- Last Name
- Email address
- Phone number
- Postal address
Contact any customers who do not have an email address by phone or postal mailing.
TIP: You can export a sent list from Dotdigital to check if any of your customer’s email addresses have bounced or been suppressed.
Regenerate Print at Home Tickets
Once you have updated the Instance date, you can click the Regenerate Print at Home Tickets button:
This will send new Print at Home/E-tickets to customers who chose the Print at Home delivery method.
Repeat for subsequent Instances
If you need to reschedule more than one Instance, repeat the process for each Instance.
To reschedule multiple Instances at once, you could create an email which contains information about multiple Instance date changes and send this to all affected customers. You could then use the Bulk Instance Updater Tool to reschedule multiple Instances at once.
To read more about cancelling and rescheduling Events in Spektrix, head to the Setting Up and Editing Events section of the Support Centre.