Summary

In the summer of 2021, Trixstar proudly launched Canada’s first dedicated socially-distanced concert series after the onset of the COVID-19 pandemic. The Together Again Concert Series took place at the Racetrack Infield, located on the Edmonton Exhibition Lands. This series took place over five weekends, featuring eight concerts with various high-class musical acts. The performers included Canadian favourites Serena Ryder, Blue Rodeo, The Rural Alberta Advantage, The Sheepdogs, and more.

Our Role

BUKSA was engaged by Trixstar to help them manage customer service for ticket sales and the box office. This included email customer support, box office volunteer training, day-of seat change requests, and on-site ticket sales for this concert series. We were able to handle these items while still helping with event preparation and respecting health and safety protocols.

Value Adds

Hitting the Ground Running

We knew this event was the first of its kind, bringing people together in person after the onset of the global pandemic. Trixstar’s goal was to engage their audience with fun concerts while ensuring community health and safety. Knowing that the attendee experience was central to this series’ success, we came onboard motivated to take an informed and proactive approach.

We immediately began training so we were able to best support the Trixstar team. We worked with the team frequently to ensure continuous improvement of the emerging processes. Providing versatile staff was key, and we made sure to be available to attend pre-event training and to seamlessly adjust our schedules to properly support the event team. Most importantly, we worked quickly on our feet, easily relocating attendees’ seats in the event of obstructed views and unpredictable weather.

Our prepared and proactive approach meant that we successfully seated all attendees despite any issues that arose, and we facilitated impressive on-site, day-of ticket sales.

Seamless Customer Service

Outdoor events with designated seating arrangements are tricky: you are mitigating unpredictable weather conditions while maximizing the audience’s experience. Knowing that attendee satisfaction was vital, we took the time to understand the current health and safety regulations and prepare for any potential issues while respecting these guidelines.

Alongside the Trixstar team, we solidified a seamless process to handle customer complaints in a professional manner regardless of the unpredictability of the outdoors venue. Prior to each concert, we dedicated staff responsible for monitoring and replying to pre-event emails, and we took a collaborative approach to providing solutions for each inquiry. During the event, we worked quickly and enthusiastically to troubleshoot the outdoor conditions. On one weekend, the concert took place during a rainstorm, and we arrived early and worked with the Trixstar team to ensure that all tables affected by the weather (and the mud that came with it) were able to be moved to a drier location.

Volunteer Coordination

Knowing that the box office was going to be both internally and volunteer-staffed, with a different crew each weekend, we emphasized the importance of making sure the volunteers felt prepared and supported for the busy event days.

Our training process and troubleshooting abilities provided the volunteers with skills and information they needed. We took a collaborative approach to the training so that our overall team was able to adapt to every situation and learn from previous weekends. For example, we took a shadowing approach with new volunteers, partnering with them to show them the ropes, including the best way to handle the scanners and ways to manage the queue and the box office. 

We received amazing feedback from our volunteers, including that they felt supported, prepared, and had fun on-site. Throughout the eight concerts, we had several volunteers sign up for extra shifts in the box office because of their enjoyment of the process!