Client Case Studies
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CASE STUDY
Score Tickets -Reliable ticket delivery
Chicago, USA
RESULTS
- Increased system reliability
- Customer satisfaction improvements
CONTEXT
About Score Tickets
Score Tickets is an e-commerce platform that sells tickets in large volumes, with a focus on timely delivery.
Primary mission-critical parameter for the business is the ticket delivery deadline.
Challenge
Large-scale sales with strict delivery deadlines
Score Tickets handles large-scale ticket sales with strict delivery deadlines, making reliability crucial. Even minor delays can impact many customers, especially during high-demand events.
The company's heavy reliance on third-party services like UPS for delivery increases the risk of disruptions, further emphasizing the need for a robust automation.
Approach and Execution
As the first component of EDC technology (Expertise), we requested the customer to complete a Crash & Risk Assessment Form, which provides a business overview with focus on mission-critical aspects. The customer has provided the completed form:
Based on this document and, in addition to it, at the client's location, the Implemica team began analyzing the main components of the customer's business. One of the main critical parameters for the business is strict ticket delivery deadlines.
Example: a critical delivery deadline for today's tickets with the service 2-hour delivery would be 1 hour and 30 minutes before the event begins.
HOW WE HELPED SOLVE THE PROBLEM
EDC Reliability technology - duplicating critical functions
To address these risks, we integrated EDC Reliability technology, which improves software reliability by duplicating critical functions such as communication with carriers, customer notifications, and delivery tracking.
Approach and Execution
As the second component of EDC technology (Duplication), Implemica prepared a roadmap for reliable automation: Crash and Risk Assessment Report.
It focuses on ensuring that critical elements of the customer's business operate reliably.
Extra reliability was achieved through constant recalculation of delivery ETA. If a delay was anticipated, the system triggered fallback actions before the deadline was missed.
Use an alternate shipping provider. It may cost more, but it protects the delivery deadline.
Re-issue the ticket closer to the client to reduce shipping time.
In the same metropolitan area, use a local delivery provider such as Uber.
Example of a reliable approach: if UPS or other third-party service experience temporary or extended outages, alternative providers like FedEx or local couriers are automatically engaged to prioritize your reliability.
After a discussion, and with slight adjustments, the plan was accepted, and the reliable automation was built and delivered to the customer.
Key reliable components of the solution included:
Continuous ETA recalculation: delivery ETA was constantly re-evaluated so the system could react before a late shipment became unavoidable.
Alternative shipping providers: if delay risk increased, the system could switch to another shipping provider even when that option cost more.
Re-issuing closer to the client: tickets could be re-issued from a location closer to the customer to protect the delivery deadline.
Local same-city delivery fallback: for the same metropolitan area, local couriers such as Uber could be used as a last-mile backup option.
Redundant notifications: email and SMS paths duplicated so customers received status updates even when one channel degraded.
Automated fulfillment retries: idempotent jobs with backoff prevented duplicate sends while clearing transient downstream failures.