"The depth of technical expertise from the Softjourn team was excellent and built confidence with both our team and our client. I was very impressed with the work and would recommend Softjourn for similar projects in the future."
Gap Analysis to Action: How Softjourn Guided Ticketing System Modernization
Here's how we helped a consultancy company modernize a leading Southeast Asian ticketing provider's system.
ABOUT THE CLIENT:
Project:Gap Analysis
Industry:Event Ticketing
Client since:2024
Headquarters:South East Asia
Technologies:
API Integration
Challenge
A leading ticketing provider in Southeast Asia faced limitations with their existing system, which lacked the scalability and flexibility needed to adapt to evolving business goals. This hampered their ability to introduce new features and meet customer demands.
Solution
Softjourn conducted a comprehensive gap analysis and prepared a High-Level Requirements (HLR) document. The project included initial system reviews, four working sessions with stakeholders, and a functional gap assessment.
Results
Softjourn’s engagement resulted in an actionable roadmap for modernization, which improved the client’s understanding of their system’s needs, positioned them to implement best practices, and ultimately boosted their ability to scale.
Introduction
A strategy and management consultancy company enlisted Softjourn to assist a leading Southeast Asian ticketing service provider with modernizing their ticketing system. The provider aimed to reduce maintenance efforts, incorporate best practices, and boost revenue by adding new features based on customer feedback.
Softjourn's role was to prepare a high-level requirements (HLR) document and perform a gap assessment of the existing system to guide the modernization process.
Project Leader for the Client
The Challenge
The ticketing service provider encountered major challenges with their existing system, which lacked the scalability and flexibility needed to adapt to evolving business goals. These limitations hindered their ability to implement upgrades and introduce new features, resulting in inefficiencies and a loss of competitiveness.
Additionally, there was uncertainty about the specific changes needed to align the system with their commercial objectives.
The Solution
Softjourn deployed a team of experts, including business analysts, a solution architect, and a ticketing subject matter expert, to conduct a thorough assessment of the ticketing service provider's system.
Using Agile methodology due to the project’s high uncertainty and tight timeline, the team facilitated working sessions with the client to understand their current system, gather feedback from stakeholders, and analyze the functional gaps.
Softjourn’s approach involved:
- Conducting an initial review of system functionality.
- Hosting four working sessions to discuss desired system functionality and flows.
- Performing a functional gap analysis based on the gathered information.
- Compiling a comprehensive HLR report that outlined the functional and non-functional requirements of the new system, tailored to the provider's business needs.
The Benefits
The collaboration resulted in several key benefits for both the consulting company and the ticketing service provider:
- Expert Insights: Softjourn’s deep expertise in the ticketing industry provided invaluable insights, helping the client understand the steps needed to achieve their commercial goals.
- Actionable Recommendations: The HLR report delivered by Softjourn was clear, well-structured, and provided a roadmap for system modernization.
- Strengthened Partnerships: The project strengthened the consulting company’s relationship with the client and established Softjourn as a trusted partner in the ticketing industry.
Conclusion
The successful delivery of the HLR report by Softjourn met the tight deadline and exceeded the client’s expectations. The consulting company praised Softjourn for their structured approach, technical expertise, and ability to deliver high-quality work under challenging circumstances.
We were proud to hear from the client's Project Leader:
“The work you did for us was excellent. You gave us the tools and the ammunition to support our client, which is exactly what we were asking for. The way you set up the project was really well done—linear, logical, and structured. The depth of technical expertise from the Softjourn team was excellent and built confidence with both our team and our client. The HLR report was clear, consistent, and well thought out. Overall, I was very impressed with the work and would certainly recommend Softjourn for similar projects in the future.”
Partnership & Recognition
