Gulbenkian Foundation deploys a rapid returns process to tackle mass ticket cancellations due to COVID-19
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Thousands of tickets to be refunded using Kianda platform to streamline end-to-end returns process
COVID-19 pandemic that started in January 2020, has changed our daily lives globally like no other event before. It has completely disrupted many aspects of both, our personal and professional lives. Subsequently, many businesses have been struggling with operational activities, as this was needless to say, unexpected.
As the disease continues to spread, live event organizers have had to cancel or postpone large gatherings in order to contain the virus. Technology conferences to major concerts have all been put on hold.
Like many other businesses, Calouste Gulbenkian Foundation had faced similar issues. Due to the COVID-19 outbreak, they had to cancel many of their concerts and events. As a result, The Foundation was required to return thousands of tickets. Manually managing these returns processes would take weeks or months and would result in customer dissatisfaction. Therefore, the organisation realized that a manual returns solution would not be feasible and that a digital solution was needed.
Within 24 hours, an end-to-end digital returns solution was created
Kianda Platform as an agile solution, is highly suitable and flexible for creating customised business applications.
As a result of events cancelling, thousands of tickets had to be returned at a fast pace. Gulbenkian Foundation executed a digital solution.
To act quickly, Gulbenkian Team developed a rapid Kianda returns process customised to their unique needs.
Impressively, the entire returns process was built in under 24 hours. It took the team one week in total to develop, integrate, test and deploy the new returns process. A traditional approach to development would have taken at least 12 weeks.
The new returns process enabled the following:
- A process integrated with company systems was made available
- Automated notifications are sent to everyone in the process
- Entire team can work remotely, access the information online and take their actions
- Responses to clients are sent in less than 24 hours
- Accounts teams were informed swiftly to process credit notes and close the process
Fast build returns process has been a great example of agility in digital transformation
Using Kianda platform has enabled Calouste Gulbenkian Foundation to implement a digital returns process at a fast pace. As a result, communication and collaboration has improved and clients have successfully been updated.
Certainly, the Foundation could respond fast and reduce the impact to their business through these turbulent times.
Access to remote
working team
Kianda no-code application development platform enabled access to remote working teams. Built as a mobile and offline-first platform, Gulbenkian can reach teams and deploy digital solutions from anywhere, at any time.
12x faster app building
and deployment
End-to-end digital returns process was built 12x faster, created in just 24 hours. Using the no-code approach enabled the Foundation to act quickly, to create and implement a digital solution to manage refunds.
Returns solution enabled responses within 24 hrs
The rapid ticket returns process allowed Gulbenkian to react effectively to the unforeseen events, sanctioning fast and efficient responses to customers, minimising client dissatisfaction and ensuring customer retention.
Kianda has been a huge success in our company. It has given us the ability to automate our processes in a simple way, from start to end and integrate our workflows with applications and systems that our organization uses.
From the simplicity of how we design forms, to the way we can use rules, it allows us to create workflows rapidly.
Vladimiro Sousa
Organisation Manager at Gulbenkian Foundation
How Gulbenkian, a well-established 65 years old organisation embraced Digital Transformation
The Foundation has been using Kianda Platform for almost 3 years. Since onboarding, they have transformed nearly 80 different processes into applications, including their innovative returns process.
Automating manual tasks and streamlining their day-to-day operations provided them cost savings and productivity increases. In addition, digital solutions have reduced the need for paper-based documents, promoting sustainability internally.
Know more about Calouste Gulbenkian Foundation
The Calouste Gulbenkian Foundation is a Portuguese institution dedicated to the promotion of the arts, philanthropy, science, and education, established in 1956 and employs more than 500 people.
