Case Study: Calouste Gulbenkian Foundation accelerates ticket refunds with Kianda

Thr Gulbenkian Foundation deploys a rapid returns process to tackle mass ticket cancellations due to COVID-19

The Calouste Gulbenkian Foundation, a Portuguese arts and philanthropy institution, faced a critical operational challenge when the COVID-19 pandemic forced the cancellation of events, requiring them to process thousands of ticket refunds manually. This slow, manual process risked significant customer dissatisfaction. To address this, the Foundation turned to vendor Kianda and its no-code application development platform to create a rapid digital solution.

Using the Kianda platform, the Foundation developed and deployed a fully integrated, end-to-end returns process in just 24 hours, a task that would have taken 12 weeks using traditional methods. This Kianda solution automated notifications, enabled the entire team to work remotely, and ensured customer responses were sent within 24 hours. The result was a streamlined refund operation that minimized client dissatisfaction and successfully retained customers during a turbulent period.

Calouste Gulbenkian Foundation

Vladimiro Sousa

Organisation Manager