RPA bots rescue ticket rescheduling

When forced to postpone 95% of their events, re-seating customers quickly and safely was pivotal to the financial viability of each event – enter robotic process automation

The challenge

Live Nation Belgium, incorporating Sportpaleis Group, runs the largest venues in Belgium. Live Nation is one of the world’s largest entertainment groups annually promoting more than 20,000 shows for more than 2,000 artists worldwide. Sportpaleis Group is the concert and event promoter across Belgium.

In March 2020, as most of Europe went into lockdown, Sportpaleis Group was forced to postpone 95% of their planned events to be held later. Ticket refunds could only be claimed in exceptional situations due to Belgian legislation, introduced to protect venues. That summer, their staff faced working through re-allocations and refunds for 900,000 tickets to new dates.

Cancel and reschedule

As things opened back up, some venues were allowed to reopen as long as they followed specific rules, such as 1 or 2 empty seats between each group or bubble, called a Corona seat, which reduced capacity to around 75% or less and required moving some ticket holders to different dates.

The bars and restaurants at the venues had to remain closed, so in addition to the lower ticket sales, revenue from food and beverages was also lost. With finances tight, re-seating customers quickly and accommodating as many as safely possible was pivotal to the financial viability of each event.

Sportpaleis Group implemented Liberty RPA, our robotic process automation (RPA) solution, to process the events that needed re-seating.

“I honestly don’t know how we would have coped without Liberty RPA. We wouldn’t have been able to deal with the re-seating until the regulations were announced – now, with the robot, we can prepare for the future without spending a lot of money.”

Stefan Esselens

Chief Technology and Innovation Officer, Sportpaleis Group

The solution

“The original booking process required people to book the best available seats, rather than pick specific ones. In re-seating, some customers were re-booked to better seats, some to worse seats. Most customers were pleased to know that their event is rescheduled and that we have efficiently and quickly dealt with the process for them.”

Stefan Esselens

Chief Technology and Innovation Officer, Sportpaleis Group

The result

  • Liberty RPA tackled a total of 63,000 bookings for several events
  • The robots were created to follow a procedure to take a reservation from the venue seating map and add a Corona seat to the booking, meeting physical distancing requirements
  • Robots then reallocated the best new seats available in the venue
  • Despite the complexity and enormity of the task, the robot did the vast majority of the work in just 3½ days
  • Sportpaleis Group was able to re-seat everybody for the events that could go ahead
Training the bots to take the strain from staff

Sportpaleis Group plans to continue to use robotic process automation alongside their staff. Having seen how the bots allow reduction in manual processes to free staff to deliver great experience and focus on more interesting tasks and can enable the organisation to react quickly to unforeseen events, other tasks were adapted for the bots to take the strain. The Sportpaleis Group Liberty RPA robots were used next to integrate old software with a new platform.


14 Seconds

to perform a single re-seat

7 x Faster

than manual process

Huge Savings

in resource costs

Automate smarter & free-up your talent

With intelligent robotic process automation, you can streamline your processes and boost efficiency. Liberate your people to use their talents better by releasing them from time-consuming, mundane, repetitive tasks.

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