Customer
Finnish Fairs Ltd.
In a Nutshell
As Finland's largest and most international event venue, Messukeskus serves over a million visitors and tens of thousands of corporate clients annually. In operations of this scale, the online store must be not only technically reliable but also exceptionally flexible and customer-centric. When the old ticketing system reached the end of its lifecycle, Messukeskus set out to find a partner capable of meeting the diverse demands of modern event business.
Customer
Finnish Fairs Ltd.
Industry
Events
Services
UI / UX
Technological Development
Continuous Development
Challenge
An outdated system and the demanding needs of the new online store
In 2019, Messukeskus concluded that its existing ticketing e-commerce platform was technically and functionally outdated. To find a new, future-proof solution, a comprehensive tender process was initiated. The winner was the domestic company Crasman, which stood out among international giants with its impressive expertise and operational model. Mikko Levo, Messukeskus's IT manager, explains the choice: "Important to us were Crasman's domestic origins, impactful references, and an operational model where Crasman takes responsibility for the entire package – from the platform solution to implementation and maintenance. Crasman's references were in many ways much more demanding than our needs required, so from the outset, confidence was strong." The Messukeskus team's robust technical and content understanding, coupled with thorough risk analysis, provided the project with a strong foundation from the very beginning.
"Important factors for us were Crasman's domestic origins, impressive references, and the operational model where Crasman takes responsibility for the entire package - including the platform solution, implementation, and maintenance. Crasman's references were in many ways much more demanding than what our needs required, so the trust was strong from the very beginning."
Solution
User-centred service design and tailored technology
Messukeskus had a clear vision for the new online store, and well-defined needs guided its implementation. "We had a very clear vision of what we wanted from the new ticketing online store. Easy maintenance, smooth mobile use, direct purchasing path, and effective integrations with other systems. We also wanted the online store to be embedded directly on the event page," lists Mikko Levo. Crasman's success was based on deep service design, which began already at the sales phase. Understanding the client's business and the end-users' needs was crucial. Crasman's Account Manager Kenneth Åkerberg speaks on the keys to the project's success: "The designer, who created the prototype, was also involved in the actual project. This was greatly beneficial as the project progressed and likewise, being able to allocate dedicated developers whose work hours were specifically reserved for this project."
Implementation
The new ticket online store has fulfilled all expectations set for it and has enabled Messukeskus to achieve significant improvements and entirely new operational models. Now, customers can purchase their tickets directly from the embedded ticket selector on the event page, and the store is seamlessly integrated with Messukeskus' core systems such as entrance, operation management, and marketing automation. Additionally, the system enables the sale of flexible ticket combinations and additional services, and it also adapts to the needs of modern hybrid events. The update not only modernised the purchasing journey but also opened the door to new business opportunities. "Crasman's implementation delivered on its promises at every stage, so we are confident in their continued support moving forward. We have already utilised their expertise in brainstorming a new service portal for exhibitors, and we aim to develop this towards an online store direction. We also intend to further enhance marketing automation," summarises Mikko Levo.
