Spektrix
Spektrix is powerful and innovative cloud-based box office, marketing and fundraising CRM software for arts organisations. We provide a sophisticated range of tools for ticketing, customer relationship management, reporting, analysis, customer segmentation and giving management. It's backed up by a brilliant team who provide strategic and consultative support and advice.
Features
- Intuitive, user-friendly interface, drag & drop control, time-saving automation
- Ticketing: e-tickets, seat selection, integrated card payments, address-lookup
- Reporting: easy-to-use, real-time financial, marketing and insights reporting suite
- Marketing: CRM, integrated email, triggered email campaigns, ROI reporting
- Fundraising: membership management, pipeline management, relationship mapping, wealth screening
- E-Commerce: customisable web tools, highly secure, user-friendly
- Fully inclusive support: unlimited training, consultancy, day-to-day assistance
- Frequent upgrades and IT system maintenance included
- Remote access for unlimited users from any web enabled device
- Secure purchase path through web integration tools or white-label platform
Benefits
- Easily manage complex ticketing operations through all sales channels
- Create targeted automated email campaigns and measure their success
- Easy access to ecosystem of integrated partners through open API
- Maximise online sales with customer-focused journeys and automated upselling
- Raise money with donation, gift aid, membership and fundraising tools
- Benefit from expert support and consultancy when you need help
- Frequent updates and new features providing you with future-proof technology
- Understand and grow your audience with powerful customer segmentation features
- Use our configurable standard reports or request custom reports anytime
- Benefit from 99.99% average uptime, high security and resilience
Pricing
£12,500 to £250,000 a unit a year
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
3 1 0 6 4 0 3 7 8 0 1 5 4 1 4
Contact
Spektrix Limited
Sales Department
Telephone: 020 7785 6967
Email: sales@spektrix.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
- Our system is monitored 24/7 to ensure maximum system availability and our support team is available 9am-9pm, 7 days a week. We are constantly updating the Spektrix system and release a new version every week day. In almost all instances, we do not need to schedule any downtime and the system remains fully operational. On the rare occasions where the system is unavailable for scheduled maintenance, these windows are always from 12am-8am and we give at least 48 hours’ notice. Our system status and historic uptime can be viewed 24/7 at https://status.spektrix.com
- System requirements
-
- Browser: Recommended = Mozilla Firefox / Google Chrome latest versions
- Browser: Supported = Edge, Opera, Safari - latest versions
- Computer Specification: Recommended = computers less than 3 years
- Operating System: Windows 10 or later for full system use
- Operating System: macOS, Linux are supported for back office processes
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- For Business as Usual support we aim to provide a first response within 8 business hours. We aim to resolve most support queries within 3 working days, although the majority are resolved sooner, if not immediately. During Critical support we resolve any issues that affect our clients’ core business, such as selling a ticket. We respond within 30 mins and always attempt to resolve as soon as possible. Any emergency issues will receive a response within 30 minutes and we provide frequent updates on our status page: status.spektrix.com
- User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), 7 days a week
- Web chat support
- No
- Onsite support
- Onsite support
- Support levels
- Support is included in the service charge and unlimited, including strategic consultation. There are three support categories; Business as Usual, Critical and Emergency. Support is available by phone and email from 10am - 6pm Mon - Fri for all enquiries, 9am - 9pm seven days a week for critical issues, and 24 hours a day, 365 days a year for Emergency support. For Business as Usual support we aim to provide a first response within 8 business hours. We aim to resolve most support queries within 3 working days, although the majority are resolved sooner, if not immediately. During Critical support we resolve any issues that affect our clients’ core business, such as selling a ticket. We always attempt to resolve critical support issues as soon as possible. Any emergency issues will receive a response within 30 minutes. Spektrix is always monitoring the system. Our own processes will often alert us to critical problems before our customers are aware, at which point we inform customers via our status page (status.spektrix.com). We also offer an online Support Centre where users can find a series of articles, videos and forums and frontline support for email platform DotDigital and payment processor Adyen.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- All implementations of Spektrix are carried out by our experienced team of project managers, who deliver the project as a balanced approach to system implementation and business process review. We’ve completed successful migrations from many different ticketing systems and ensure the whole process is as simple and as smooth as possible. The actual timeline will depend on the complexity of the client's operation and project managers work with clients to confirm each milestone at an initial project meeting. We normally carry out the setup of payment facilities, data migration, website integration and training at the same time and a typical project takes a total of 10-12 weeks from an order being received to being live with Spektrix. We use an online tool to manage all of our implementation projects. This allows all parties to collaborate dynamically and update the project schedule and tasks as necessary. We include a comprehensive package of on site training ahead of the go live, then come back to deliver more training and kick off consultative projects after clients have been live for a few weeks. This is included in the service charge. Clients can request training online or on site at any time.
- Service documentation
- Yes
- Documentation formats
- HTML
- End-of-contract data extraction
- When the contract ends, if clients want to extract their data they should send a written request for the delivery to them of the most recent back-up of their data. Spektrix shall use reasonable commercial endeavours to deliver the back-up to the Client in an interchange format and within 30 days of its receipt of such a written request, provided that the client has, at that time, paid all fees and charges outstanding at and resulting from termination (whether or not due at the date of termination). We may charge clients in some circumstances for data extraction if requests include formatting or preparing data in a way beyond what we usually include in our interchange format. Details of how this process works are also contained in our standard Terms & Conditions. We may charge clients in some circumstances for data extraction if requests include formatting or preparing data in a way beyond what we usually include in our interchange format. Details of how this process works are also contained in our standard Terms & Conditions.
- End-of-contract process
- We'll either transfer data to your new supplier on your behalf, or give it to you directly. We'll provide a reasonable number of data extracts within the scope of the normal price and contract. We might charge for requests which we deem to be excessive. Details can also be found in our standard Terms & Conditions.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Opera
- Application to install
- Yes
- Compatible operating systems
-
- MacOS
- Windows
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- The system is accessed through a web browser for both client facing and customer facing interfaces. The customer interface functions work on both mobile and desktop devices. The client facing interface can be accessed on a mobile device, but some drag and drop functions are not available.
- Service interface
- Yes
- User support accessibility
- None or don’t know
- Description of service interface
- The back end of Spektrix, the client facing interface, is accessed via a web browser. Users can then be granted access to the modules they need in accordance to their roles.
- Accessibility standards
- None or don’t know
- Description of accessibility
- We have completed work on an accessibility project which focused on ensuring our web tools, which are used to integrate with our clients’ websites to power the front-end customer booking/purchase path, are fully WCAG 2.1 AA compliant. This is with the exception of our ‘ChooseSeats’ iframe with which customers can select specific seats from a seating plan. However, you can offer a fully WCAG 2.1 AA compliant purchase path by using our best available functionality in the booking flow.
- Accessibility testing
- We haven't completed any formal testing with users of assistive technology. We are in the process of completing a full audit on the accessibility of the Spektrix platform.
- API
- Yes
- What users can and can't do using the API
- We have a powerful and fully documented API. Website APIs: By making use of our API, our clients and their web developers are given a great deal of flexibility in terms of the online customer experience. Our API can be used to replicate any of the actions that a customer can complete as part of the online purchase path. Typically this data is used to power event lists information, availability and to communicate information such as whether or not a performance is BSL interpreted, for example. Our API can be used in conjunction with our iframes, allowing you to interchange between the API and our booking iframes to create the desired online booking flow and experience. Agency API: We provide an 'agency API' that allows ticket agents to sell tickets directly from your Spektrix system in real time by connecting with their own systems. Integrations: There is also an API to allow third party products to build integrations with the Spektrix system. There is not a specific sandbox or test environment for the API, but clients can get a sandbox system during implementation.
- API documentation
- Yes
- API documentation formats
-
- HTML
- API sandbox or test environment
- Yes
- Customisation available
- No
Scaling
- Independence of resources
- As a true multi-tenant cloud-based application, clients of Spektrix share a single application layer, however behind this, each Spektrix client has their own database instance within our infrastructure. We monitor the system regularly and have a series of processes and technical solutions in place to ensure demand from individual users does not degrade overall performance. We've built automated queuing functionality to manage peaks in demand. Our processes alert us to critical problems so we can address them as quickly as possible. If we deem necessary, we can scale infrastructure capacity thanks to the capabilities of the underlying cloud hosting provider.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Metrics for System and Payments uptime are available publicly on https://status.spektrix.com/
- Reporting types
-
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- None
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
-
- United Kingdom
- European Economic Area (EEA)
- Other locations
- User control over data storage and processing locations
- No
- Datacentre security standards
- Complies with a recognised standard (for example CSA CCM version 3.0)
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
- Protecting data at rest
-
- Physical access control, complying with another standard
- Other
- Other data at rest protection approach
- The Spektrix application is primarily located in Microsoft Azure datacentres, complying to key industry standards, including ISO/IEC 27001:2022 and NIST SP 800-53. Data in the datacentre is secured through physical means - Microsoft builds datacentres in a way that strictly controls physical access to areas where data is stored, with a layered approach to physical security. Datacentres managed by Microsoft have access approval at the facility’s perimeter, at the building’s perimeter, inside the building, and on the datacentre floor. Additionally, our databases use the underlying capabilities of Microsoft Azure, TDE (transparent data encryption), which provides at-rest encryption.
- Data sanitisation process
- Yes
- Data sanitisation type
- Deleted data can’t be directly accessed
- Equipment disposal approach
- A third-party destruction service
Data importing and exporting
- Data export approach
- There are tools within the Spektrix system interface which allow users to extract customer and sales data in multiple, human readable formats. These include CSV, PDF and XML. At the end of a contract we would provide a full export of their system in an interchange format if users want to migrate to an alternative system.
- Data export formats
- CSV
- Data import formats
- CSV
Data-in-transit protection
- Data protection between buyer and supplier networks
- TLS (version 1.2 or above)
- Data protection within supplier network
- Other
- Other protection within supplier network
- Our load balancers decrypt all external traffic. Data is not encrypted within our network (by design).
Availability and resilience
- Guaranteed availability
- Our standard Terms & Conditions include the following terms for availability: Spektrix will aim to maintain service availability 100% of the time except for when: Planned maintenance needs to be performed in which case Spektrix will endeavour to give 48 hours’ notice of such maintenance and carry it out between midnight and 8 am.UK time; and Unscheduled maintenance needs to be performed in which case Spektrix will, to the extent possible, endeavour to give the client at least 6 hours’ notice in advance.
- Approach to resilience
- The main Spektrix application is located in Microsoft Azure datacentres. Microsoft provides all servers, firewalls, security, storage, networking, middleware and database management systems. Uninterruptible power supplies ensure electricity remains continuous if a short-term power disruption occurs. Emergency generators provide backup power for extended outages and planned maintenance. If a natural disaster occurs, datacentres use onsite fuel reserves. Robust, high-speed fibre optic networks connect datacentres with other major hubs and internet users. Compute nodes host workloads closer to users to reduce latency, provide geo-redundancy, and increase service resilience. An engineering team works around the clock to ensure services are persistently available. Microsoft ensures high availability through advanced monitoring and incident response, service support, and backup failover capability. Spektrix leverages the underlying resilience of the Azure platform. Datacentres where Spektrix data is located are geographically dispersed across Europe, with georeplication across locations. The application is hosted using resources which are intentionally spread between separate datacentres within an Azure region, so the application can continue to run if a disaster or outage occurs in a datacentre. Data is replicated continuously to a secondary datacentre in a different Azure region, so we can restore any of our clients' systems to any point in time.
- Outage reporting
- Spektrix has a public dashboard at https://status.spektrix.com/ This outlines the status of: Spektrix System, Payment Processing, Dotdigital, Support Services and APIs. The system contains an information panel which is updated live for users to be notified within the system of any issues and when they are resolved.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- Username or password
- Other
- Other user authentication
- Each person who requires access to the Spektrix system is required to have a unique username and password. Passwords must be a minimum of 8 characters in length and contain a combination of alphanumeric and non alphanumeric characters. We also support and recommend our clients configure IP-based access restrictions. Repeated failed attempts to enter passwords will lock user accounts. It is the policy of Spektrix support not to unlock users in this scenario, referring them to an administrator user within the client’s organisation to restore access, mitigating the risk of Spektrix support being asked to provide access to unauthorised persons.
- Access restrictions in management interfaces and support channels
- Users are granted access to specific 'modules' of the systems as required, including Sales, Insights & Mailings, Admin, Opportunities, Settings and Website Configuration. Users can be given operator or administrator rights to control what functions they can carry out. Following the initial configuration of the system during implementation, the client will need to assign user(s) with sufficient permissions to manage user accounts. The Spektrix team will not create new accounts or reset passwords for individual users.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- Username or password
- Other
- Description of management access authentication
- Access to the back-end of the system requires a company VPN. For infrastructure level access, such as that given to selected members of our engineering teams, we have a number of additional authentication controls which include phishing resistant multi-factor authentication.
Audit information for users
- Access to user activity audit information
- Users have access to real-time audit information
- How long user audit data is stored for
- At least 12 months
- Access to supplier activity audit information
- No audit information available
- How long system logs are stored for
- At least 12 months
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Centre for Assessment Ltd
- ISO/IEC 27001 accreditation date
- 02/01/2024
- What the ISO/IEC 27001 doesn’t cover
- Not applicable
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- SRC - Security Research and Consulting, GnbH
- PCI DSS accreditation date
- 15/05/2023
- What the PCI DSS doesn’t cover
- We are covered by PCI DSS for payment processing. The other parts of our application are not in scope for PCI.
- Cyber essentials
- No
- Cyber essentials plus
- No
- Other security certifications
- No
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
-
- ISO/IEC 27001
- Other
- Other security governance standards
- PCI DSS
- Information security policies and processes
- We have established information security policies, which detail our high level rules and expectations for maintaining the confidentiality, integrity, and availability of all systems. These policies include acceptable use of systems and tools, access control rules, logging and monitoring, backups, and cryptography. We follow the principle of least privilege, ensuring that people only have the permissions that they need. All policies are reviewed and audited at least annually, in accordance with ISO 27001:2022, and changes are communicated to all team members. Where necessary, new policies will be introduced.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- All changes to the live environment are tracked via the Spektrix change control process that is implemented in dedicated tooling. A change must be authorised by the relevant people before implementation.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Automated vulnerability scanning is conducted regularly. Pen tests are conducted at least annually and after any significant changes in our payment environment. These would flag issues that need to be remediated. If a vulnerability is discovered it would be promptly discussed in the appropriate team, and remedial work would be prioritised depending on the severity and risk.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- The Spektrix system uses Cloudflare as a global load balancer and benefits from Cloudflare DDOS and WAF protection observed through the Cloudflare portal. Incidents are responded to within 30 minutes via the incident process. Spektrix has real time alerting across its platform allowing it to monitor and respond to incidents often before buyers are aware of them.
- Incident management type
- Supplier-defined controls
- Incident management approach
- All incidents are logged internally, given a priority based on their impact and worked on according to this. These are reviewed on an ongoing basis. For more serious issues there is a critical incident procedure, with an Incident Commander who will take charge on managing the issue and an Incident Engineering Coordinator responsible for overseeing the coordination of investigating, diagnosing and fixing the issue. Following this there is a full root cause analysis. Spektrix is always monitoring the system. Customers will be informed of any system issues via our status page (status.spektrix.com).
Secure development
- Approach to secure software development best practice
- Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)
Public sector networks
- Connection to public sector networks
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
Spektrix takes a proactive approach towards helping to fight climate change, and an endorsement of how seriously we take our role in minimising our and our clients’ environmental impact is reflected in our certification as a B Corporation. Our commitment to re-certification as a B Corporation compels us to prioritise active reduction of our environmental impact.
The environmental impact of Spektrix is comparatively low when compared with other businesses. When looking specifically at how we deliver our technology, our multi-tenant, SaaS software pools resources across multiple clients, creating an environmental footprint that’s less than those working in more traditional ways. We have recently completed a carbon footprint baselining project to get our carbon score (including that of our Azure cloud storage), and have started developing our environment strategy on how to operate more sustainably as a business.
Some of the actions already in place at Spektrix include:
A Preferred Purchasing Policy ensuring that we prioritise the purchasing of socially and environmentally-friendly products and services.
A Virtual Office Stewardship Policy where employees are encouraged to prioritise socially and environmentally-friendly products and services for their home offices
Our hybrid working approach is enabling team members to reduce their carbon footprint related to travel, as they are typically commuting less than previously. We also ensure that our offices are all in city centre locations with good transport links to encourage team members to take public transport or cycle instead of driving.
The Spektrix 2022- 23 B Impact report (https://www.spektrix.com/hubfs/Brand/B%20Corp/spektrix-b-impact-report-2022-2023-UK-IE.pdf) provides further information about our B Corporation accreditation.Covid-19 recovery
Spektrix worked closely with clients and the wider arts and entertainment sector to provide support as companies faced significant challenges during the Covid-19 pandemic. During the early days of the Covid-19 pandemic, we provided a Ticket Convertor Tool, enabling organisations to retain the income from cancelled performances as donation income. We provided a “Building Blocks to Reopening” guide to support arts organisations build audiences and loyalty as they began to reopen their doors. This is something we made available to whole sector and you can read more about this here: https://www.spektrix.com/building-blocks-for-reopening-the-building-blocks
In direct response to the changing needs of our clients, we delivered sales and implementation activities remotely, enabling clients’ continued hybrid working, and we quickly enabled clients to take advantage of new income streams, such as paid streaming of performances.
We’re continuing to concentrate our efforts on supporting our clients as they adapt to new business models as part of their ongoing Covid-19 Recovery.Tackling economic inequality
Spektrix takes a proactive approach towards tackling economic inequality. The Spektrix system is a high-tech solution that is accessible to its many users and our system and service combine to encourage and empower organisations’ economic growth. We provide equal access to all of our technology, support and consultancy expertise and networking events to our entire client base, regardless of size.
We host Codebar events for free in our offices in Manchester and London. Codebar is a charity facilitating the growth of diversity in the tech community.
Our commitment to tackling economic inequality is reflected in our certification as a BCorp. For more information, please see our BCorp listing here: https://www.bcorporation.net/en-us/find-a-b-corp/company/spektrix/Equal opportunity
The Spektrix system provides a number of tools to identify customers with additional access needs, provide them with the bespoke service best suited to their needs, and measure clients’ reach and impact to these individuals. Our system also enables clients to easily implement pricing initiatives, such as pay what you can, to increase the availability of accessibly-priced tickets.
We also offer an all-inclusive consultancy service to review, improve and measure clients’ delivery and impact in increased access to cultural events, at no additional cost to our service charge. Our programme of all-inclusive workshops and Spektrix community events often focus on highlighting best practice from among our client base in improving the accessibility of their services.
We also leveraging our unique dataset as the largest provider of ticketing services to arts, culture and entertainment to provide sector-wide insight and benchmarking information, such as our Ticket Sales Dashboard and the 2024 Tomorrow’s Audience Report created in partnership with Indigo. These initiatives give our clients and the wider sector the ability to benchmark data on communications strategies, revenue maximisation and donor behaviour.Wellbeing
Wellbeing of communities:
We believe that arts and culture are essential to individuals and communities. Our purpose is to build the reach, health and resilience of this essential sector by providing great technology designed around their needs, and the support to thrive in a changing world. Our greatest impact on social wellbeing comes through enabling the sector we serve. Our partnership approach to working with our clients means that we are invested in their long term success, supporting them to reach audiences and communities ever more effectively and efficiently.
As a BCorp, we’re inspired by being part of positive social change, ethical business practices and the continued success of the cultural sector which plays a major role in the health and wellbeing of communities.We achieved a high score in our BCorp assessment for our Impact Business Model, which was intentionally designed to create a specific positive outcome for our customers and the communities we serve. Spektrix scored particularly highly for supporting underserved or purpose driven enterprises and for serving in need populations.
Wellbeing of our clients:
Spektrix equips those working in the sector with state of the art technology that is intuitive, easy to use and fully supported, thereby making a positive impact to their working lives, and free them up to deliver impactful, personalised service to their audiences. Spektrix hosts regular events encouraging users to learn from one another and make connections, building an integrated community of arts and cultural managers.
Wellbeing of our team:
As a people-focused business, we offer a range of health and wellbeing initiatives including support for paid volunteer days, and access to paid counselling. We’re invested in the personal growth of our over 220 team members and committed to building a company culture in which every team member feels welcome, respected and included.
Pricing
- Price
- £12,500 to £250,000 a unit a year
- Discount for educational organisations
- No
- Free trial available
- No