To support the graduate student campus celebrations, the Central Ticket Office (CTO) and a number of graduate and professional schools to host the registration process for all 2021 campus celebrations via our ticket system, Paciolan.
After obtaining the list of all eligible students, CTO programmed the ticketing system to accept online registrations for specific celebrations, time slots and locations. Since transitioning to Paciolan, the team wanted to ensure it made the most effective and user-friendly process for these graduates. More than 100 different celebration time slots over the course of six days were created to allow space for all those who were eligible.
On the first day of registration, 3,600 registrations were processed within the first 30 minutes, while CTO staff answered phone calls, emails and online chats to assist graduates. In addition, this was the first time since the COVID-19 pandemic that the CTO team was together (physically distanced) in the office again. It was a good — and busy — day as almost 1,000 customer interactions were completed via phone calls, emails and online chats.
By the end of registration about two weeks later, more than 9,300 registrations had been processed. Throughout this time, CTO continued its customer support and provided constant updates to all offices involved. We had almost 3,000 customer interactions in a little over three weeks.
CTO’s service did not stop there. The office provided daily updates of the graduate names to the company captioning the livestream for guests to watching online, and over the eight days of celebration events at Drake Stadium and The Los Angeles Tennis Center the CTO staff supervised the scanning and validating of all tickets and resolved ticket concerns and questions for the graduates and their guests.
