Case Study: PNC Arena achieves full digital ticketing and fan data capture with Ticketmaster Presence & TM1 Sales

How PNC Arena Turned the Ticket Into Data

PNC Arena in Raleigh, North Carolina — home to the Carolina Hurricanes and NC State basketball — faced a major data challenge after new ownership in 2018: they were selling many tickets (including at the box office) but had little visibility into who was actually attending. Management chose to move to Ticketmaster’s modern ticketing platforms to collect fan data and eliminate paper/PDF tickets across the venue.

Ticketmaster implemented Presence to remove paper/PDF tickets and deployed TM1 Sales at 15 box office windows to require digital/SMS delivery and automatically create fan accounts with each transaction. The change nearly eliminated will‑call queues, enabled 15‑minute staff training and faster onboarding, grew new-to-file fan accounts and the marketing database, and gave PNC Arena immediate, actionable attendee data for smarter ticketing and season‑ticket campaigns.

PNC Arena

Joe Sousa

Sr. Director