Case Study: Shubert Ticketing achieves faster diagnosis and resolution of online booking issues with Acoustic Analytics

Taking the struggle out of ticket purchases for theatergoers

Shubert Ticketing, a New York–based leader in ticketing services, faced the challenge of quickly locating and resolving technical issues that disrupted online purchases during high-demand on-sales. To deliver seamless desktop and mobile journeys despite a complex back-end ecosystem, Shubert Ticketing turned to Acoustic and its Acoustic Digital Analytics solution to gain deeper visibility into customer behavior and abandonment points.

Using Acoustic Analytics (with deployment support from Pereion Solutions), Shubert Ticketing began capturing and replaying real customer sessions to pinpoint root causes—such as a checkout bug that duplicated international country codes—and act quickly. With Acoustic, the team diagnosed and remediated issues almost twice as fast as before, reduced the risk of lost ticket sales, improved client confidence during on-sales, and gained analytics-driven insights to prioritize future UX improvements.

Shubert Ticketing

Jennifer Tattenbaum

Senior Director of Interactive