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Case study — Ticketing Platform

# EventFlow: the build that paid for itself.

EventFlow came to us as ticketing platform operators in Berlin, DE with a problem that was costing them weekly. The program below is what moved their headline number: -59% ticket volume.

Fig. 01 — Support Automation Berlin, DE

Client
  EventFlow
Year
  2024
Industry
  Ticketing Platform
Location
  Berlin, DE

01

The challenge

The founder was the integrations department: five zaps lived in her head, each one a silent-failure risk the business only discovered when a customer called.

Reporting consumed a day a week assembling numbers from four systems — a day spent describing the business instead of running it.

02

The approach

Data hygiene came before any bot: field standards, required properties, one naming convention —two days of unglamorous work that made every subsequent automation trustworthy.

Then the leverage sequence: intake and routing automation, response-time workflows, reporting pipelines — each baselined before and measured after in the hours it returned.

The stack consolidated: fewer tools, documented data terms, and integrations that degrade loudly instead of failing silently.

- Documented workflows with owners, runbooks and failure alerts
- Lead response-time automation with human checkpoints
- RAG assistant scoped to company documents with citations
- Team training and quarterly kill-review cadence

03

The results

R—01 -68% Lead response time
R—02 4 min Quote turnaround (was 2 days)
R—03 -81% Manual order entry
R—04 0 Silent workflow failures in Q1

> We hired nobody this year and the team is less busy than last year. That sentence was impossible before this project.Elena Marsh — Head of Digital, EventFlow

04

The gallery

Next case study Northpine Outdoor Co.
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