Concession and accessible seating eligibility register
Problem
Concession pricing and accessible seating allocations depend on proof supplied once: a student card photographed at the box office, a doctor's letter scanned into a shared drive, a companion card noted in a CRM free-text field. That proof has a shelf life, but nothing tracks it. The person who approved it may have left. A student graduates and keeps renewing at the discounted rate because nobody flags that the ID is three years old. When finance or an auditor asks how many concession passes currently rest on expired or unverifiable proof, the answer takes someone a week of opening individual records, because the only index is whichever spreadsheet tab someone started and stopped updating.
Product idea
An obligation register with one row per concession or accessible seating account: type of eligibility, the proof document reference, the date it was verified, a review or expiry date, and an owner. Records approaching their review date move into an escalation queue visible to the box office supervisor, who reassigns or closes them with a note. A dashboard shows counts by status: current, due for review, overdue. Any record can be exported with its verification history as an evidence pack for an auditor or a governing body request. The tool does not decide eligibility policy or adjust pricing itself; it only tracks whether proof exists and is current, and hands the judgement back to a person.
Who it is for
Box office supervisors and membership managers who currently hold this proof in scanned folders and free-text CRM notes, sponsored by the head of ticketing who has to answer for concession accuracy at audit.
Possible first version
A standalone register with manual or CSV-imported entry per account, a configurable review interval per eligibility type, a due-for-review and overdue dashboard, email reminders to the assigned owner, and a PDF export of a record's verification history. Bulk import from a spreadsheet or CRM export handles the initial load. There is no live connection to the ticketing or CRM platform in version one: proof status is not written back automatically, and closing a record in the register does not change the price applied at the box office.
- Build classification
- Workflow application
- Rough effort
- 4-6 week first release
- Roles involved
- Box office supervisor, Membership manager, Head of ticketing
- Relevant to
- Professional club, Venue & stadium operator, Collegiate athletics, League office
- Systems in play
- Ticketing platforms, CRM, Spreadsheets
- Product framing
- Manage compliance
Questions we get asked
What do we need in place before this is worth building?
A list of every account currently receiving a concession or accessible seating rate, what proof was used to grant it, and how often each eligibility type should be re-checked, for example annually for a disability assessment or termly for a student rate. If that list does not exist yet in one place, building it is the first job, and it is worth doing regardless of whether this tool gets built, because right now nobody can state the current concession headcount with confidence.
We already note proof and dates in the CRM. Does this replace it?
No. The CRM stays the system of record for the member and the account. This sits alongside it as a narrow register purely for the review date and the proof reference, because a free-text note in a CRM field does not raise an alert when a date passes. If your CRM already has native expiry alerting on custom fields, that may cover the same need without a separate tool, and it is worth checking that before building this.
Our box office already catches renewals that look wrong. Why add a system for it?
Catching it at renewal relies on whoever processes that renewal noticing an old scan or an odd date, which works until that person is busy, on leave, or has moved on. This does not replace their judgement. It gives them a queue that surfaces the record before renewal rather than at it, and a place to point to when someone asks how a concession account was verified two years ago.
Once this exists, who has to keep it up to date?
The box office supervisor typically owns the queue day to day, clearing or reassigning records as reviews come due. That is real ongoing work, not a one-off setup: someone has to actually chase the member for updated proof, not just note that it is overdue. If nobody is given time for that, the register will accurately show a growing backlog of overdue records rather than fixing anything.
Is this your workflow?
Tell us one sports workflow that still runs on paper, spreadsheets, WhatsApp or an outdated system. We will map it and show you what a simpler product looks like.
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