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

CompanyCalouste Gulbenkian Foundation
Allows teams to develop form-based apps and digital solutions
Easy-to-build tracking and reporting dashboards
Premium Kianda support and remote access

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:

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.

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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.

"Digitising our processes with Kianda gave us the ability to reduce the time and resources spent in the implementation and allow us to create more efficient work processes within our internal team. Kianda’s team has been exceptional at every level.” recommends Vladimiro.

Read case study published in Project Management Institute