Searching for a Solution
University of Illinois Springfield had been hosting commencement at a downtown convention center since 2005. The decision was driven by student feedback about wanting the flexibility to invite as many guests as they wished without limitations. However, as time went on, there was a growing desire from students, faculty, and staff to return the ceremony to campus.
“It was clear that we had to make some adjustments if we wanted to bring it back to campus,” Brian noted. This shift required moving the ceremony to a smaller venue, which meant addressing ticketing logistics while ensuring that everyone’s needs were met. After being tasked with this new challenge, Brian set off to the NAACO Annual Conference (North American Association of Commencement Officers), a graduation planning conference that takes place every year, to learn about new products and services that could help him achieve his goals and navigate these new challenges. Here, he spoke with MarchingOrder for the first time and learned about their ticketing solutions.
Implementing MarchingOrder Ticketing
Brian and his team decided to partner with MarchingOrder, a decision that turned out to be a game-changer. Due to the return to a smaller venue, one of the biggest hurdles his team faced was the ticketing system. Unlike in the past, where every student received the same number of tickets, they needed to implement a more flexible approach. Using MarchingOrder’s platform, students could submit their intent to participate along with their desired number of tickets, ranging from zero to seven.
“The goal was to set realistic expectations,” Brian explained. They aimed to accommodate everyone the best they could while working within the constraints of a smaller venue, starting with those requesting fewer tickets before issuing additional tickets up to seven. While some students were still disappointed—especially those with large families—overall feedback regarding the process was positive and Brian and his team felt confident that they had done everything they could to accommodate everyone's needs.
Kim, their Customer Success Manager, played a vital role in ensuring that everything went smoothly. “She really understood our concerns and was there to guide us through the implementation process,” Brian said. This level of support helped build confidence among the administration, who were initially nervous about working with a new software.
Ceremony Day
On the day of the ceremony, Brian’s team used MarchingOrder for ticket scanning. While the first ceremony experienced some hiccups—largely due to people adapting to the new system—“By the second ceremony, it was a whole different experience,” he remarked, reflecting on how quickly the team adapted and improved between each ceremony.
“We probably went a bit overboard with staffing,” Brian joked, noting they had ample personnel on hand to facilitate entry. Despite the initial learning curve, the technology worked seamlessly, and any delays were attributed more to student inquiries than software issues.
Partnership with MarchingOrder
Reflecting on the entire process, Brian expressed gratitude for the positive experience they had with MarchingOrder. “Honestly, I kept waiting for something to go wrong, but everything exceeded our expectations,” he said. The partnership has set a solid foundation for future ceremonies, and they are already planning for the next round in the spring.
Brian’s journey to revitalize commencement on campus highlights the importance of adaptability, communication, and the right technology. As institutions continue to navigate changing needs and expectations, it’s crucial to listen to feedback and embrace innovative solutions.
