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Transforming Customer Experience for a Leading Secondary Ticketing Retail Platform

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CLIENT SNAPSHOT
Industry: Secondary Ticketing (USA & Canada)
Audience: Global eventgoers
Engagement Since: 2019
FinacPlus Role: Virtual Business Process Services Partner

Concerts | Sports | Live Events

BUSINESS GOAL
Redefine customer experience in a market known for low trust
Improve transparency, communication & post-purchase support
Drive sustainable sales growth through better CX

KEY CHALLENGES
Poor industry perception & low online ratings
High customer anxiety around ticket delivery
Complex resale & broker ecosystem
Need for scalable operations & technology

FinacPlus SOLUTION

TECHNOLOGY ENABLEMENT
Built a user-friendly, scalable ticketing website
Simplified navigation & clearer information
Continuous improvements driven by customer feedback
High system reliability during peak transactions

CUSTOMER EXPERIENCE STRATEGY
Instant Purchase Confirmation

→ Dedicated support rep assigned
Proactive Ticket Updates

→ Clear delivery & access instructions
Always-On Support

→ Email & phone assistance
Post-Event Feedback

→ Surveys after event entry for real reviews
Result: Reduced anxiety. Increased trust.

DELIVERY MODEL 👥
Started with 4 associates
Scaled to 9+ professionals
Virtual support aligned with onshore leadership

RESULTS & IMPACT
Higher customer trust & engagement
Consistent YoY sales growth
Scalable virtual operations
Strong positive reviews on trusted US platforms ⭐⭐⭐⭐⭐

CONCLUSION
FinacPlus helped transform customer experience by combining:
✔️ Technology innovation
✔️ Proactive communication
✔️ Virtual business process excellence

Resulting in improved trust, stronger brand perception, and long-term growth—even in a challenging resale market.

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Art, Culture, and Heritage Preservation

Activity Categories:

  1. Cultural Conservation
  • Support for traditional arts and crafts
  • Heritage preservation initiatives
  • Cultural awareness programs

 

UN- SDG Alignment:  

Our Art, Culture & Heritage Preservation CSR initiatives are thoughtfully designed to protect and promote cultural identity while supporting sustainable economic and community development.

By encouraging local art forms, preserving traditions, and strengthening cultural awareness, we help communities retain their heritage while creating opportunities for inclusive growth.

Through our Art, Culture & Heritage Preservation initiatives, FinacPlus directly supports the following United Nations Sustainable Development Goals (SDGs), contributing to resilient cities, sustainable tourism, and long-term cultural continuity:

🎭SDG 8 – Decent Work & Economic Growth
🏛️SDG 11 – Sustainable Cities & Communities

Gender Equality and Women Empowerment

Activity Categories:

  1. Women’s Empowerment Programs
  • Awareness and advocacy on gender equality
  • Skills training and livelihood development for women
  • Support for women entrepreneurs
  • Child welfare and support programs

 

UN- SDG Alignment:  

Our Gender Equality & Women Empowermentinitiatives champion equal opportunity and create pathways for women to lead, grow, and thrive.


By fostering inclusive environments and supporting women’s advancement, we help build stronger families, workplaces, and communities.

This category reflects our commitment to advancing gender equality and empowering women in alignment with the following United Nations Sustainable Development Goals (SDGs):

♀️SDG 5 – Gender Equality

Community Development & Social Welfare

Activity Categories:

  1. Livelihood and Economic Empowerment
  • Micro-enterprise development and support
  • Agricultural support and farmer welfare programs
  • Women’s self-help groups and cooperative development
  • Employment generation initiatives

 

  1. Social Inclusion and Welfare
  • Support for vulnerable groups (elderly, disabled, orphans)
  • Rehabilitation of people with disabilities
  • Community development programs
  • Disaster relief and rehabilitation

 

UN- SDG Alignment

Our Community Development & Social Welfare initiatives focus on empowering communities through sustainable programs that address real social needs.


By nurturing opportunity, dignity, and inclusion at the local level, we enable long-term progress and collective well-being.

Our community-focused programs are purposefully designed to advance the following United Nations Sustainable Development Goals (SDGs), ensuring that our efforts create real, lasting value for the people and communities we serve.

By addressing essential needs, strengthening social support systems, and expanding access to opportunity, FinacPlus works toward building resilient communities where every individual has the chance to thrive.

 

🧑‍🤝‍🧑SDG 1 – No Poverty
🍽️SDG 2 – Zero Hunger
⚖️SDG 10 – Reduced Inequalities

Health and Nutrition

Activity Categories:

  1. Healthcare Access and Services
  • Health camps and awareness programs in rural areas
  • Support for community health centers
  • Immunization and disease prevention programs
  • Mental health and wellness initiatives

 

  1. Nutrition and Food Security
  • Mid-day meal programs in schools
  • Nutrition support for vulnerable groups
  • Awareness programs on nutrition and health

 

UN- SDG Alignment

Our Health & Nutrition CSR initiatives are thoughtfully designed to support global health goals while improving quality of life within underserved communities.

By promoting wellness, awareness, and access to essential care, we contribute to stronger, healthier generations.

Through our Health & Nutrition initiatives, FinacPlus directly supports the following United Nations Sustainable Development Goals (SDGs), improving community well-being and long-term human development:

🩺SDG 3 – Good Health & Well-being

Education and Skill Development

Activity Categories:

  1. Quality Education in Government Schools:
  • Infrastructure development (classrooms, toilets, drinking water)
  • Educational resource provision (textbooks, learning materials)
  • Digital literacy and computer-aided learning
  • Remedial education for underprivileged students

 

  1. Skill Development and Vocational Training
  • Technical and vocational training programs
  • Soft skills, leadership, and personality development training
  • Entrepreneurship and business skills programs
  • Financial literacy and digital skills training

 

  1. Teacher Development & Support
  • Training and capacity building for teachers
  • Professional development programs
  • Mentoring and guidance systems

 

UN- SDG Alignment

Our Education & Skill Development CSR initiatives are thoughtfully designed to support global development priorities while empowering underserved communities.

By providing guidance, life skills, and future-focused learning, we help young minds unlock opportunity and build sustainable pathways to success.

This initiative directly contributes to the achievement of the following United Nations Sustainable Development Goals (SDGs), strengthening our commitment to inclusive growth and long-term social impact:

🎓SDG 4 – Quality Education
⚖️SDG 5 – Gender Equality
💼SDG 8 – Decent Work & Economic Growth

Environmental Sustainability & Water Security

Activity Categories:

  1. Rural Water Supply & Purification:
  • Installation and maintenance of water purification systems (RO plants, bore wells) 
  • Water quality testing and monitoring 
  • Community awareness on water conservation and hygiene 
  • Infrastructure development for sustainable water access 

 

  1. Environmental Protection & Climate Action
  • Plantation and afforestation programs 
  • Waste management and recycling initiatives 
  • Renewable energy projects in community settings 
  • Climate change mitigation and adaptation programs 

 

UN- SDG Alignment

Our Environmental Sustainability & Water Security CSR initiatives are thoughtfully designed to support global sustainability goals while driving real, positive change within local communities.


By addressing critical needs such as clean water access and environmental protection, we aim to create lasting impact at the grassroots level.

This categorystrongly aligns with theseUnited Nations Sustainable Development Goals (SDGs), reinforcing our commitment to sustainable, inclusive, and long-term development.

💧 SDG 6 – Clean Water and Sanitation

♻️ SDG 12 – Responsible Consumption & Production

🌍 SDG 13 – Climate Action

Prabhakar Rao Kotapati

Chief Executive Officer, Director & Co-Founder

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Chief Executive Officer and Visionary Leader

Prabhakar, the Chief Executive Officer and co-founder of FinacPlus, brings over 32 years of rich experience in the fields of accounting, operations, and financial services. His leadership is the driving force behind FinacPlus’s success, with responsibilities spanning operations, business development, client relations, data research, collection methodologies, process design, and technology tools.

A Journey of Expertise and Innovation

Prabhakar is a Qualified Accounting Professional, Content Operations Leader, and a Process Innovator. He excels in investment intelligence development, financial services, outsourcing, process design, quality control, corporate governance, internal auditing, and IT-enabled services. His ability to incubate new processes and ideas has helped numerous organizations thrive by saving millions and building efficient systems.

Building Teams and Inspiring Leadership

With a proven track record of envisioning, planning, recruiting, and training teams, Prabhakar has built leadership at all levels in the companies he’s served. His unique talent lies in understanding client requirements, which has allowed him to initiate databases and replace costly external vendor services, ultimately benefiting investment professionals.

Career Milestones

  • FinacPlus (Co-founder) – Leading the company towards innovation in financial processes and technology.
  • Shore Group Associates – AVP, Data Analytics
  • S&P Global Market Intelligence – Senior Director, Corporate Data Analytics (13+ years)

Professional Achievements and Memberships

  • He completed his Master of Commerce in 1993 and a Diploma in Information Systems and Audit in 2007.

Prabhakar holds several prestigious memberships:

  • Fellow Member of Cost Accountants of India (1994)
  • Fellow Member of Chartered Accountants of India (1996)
  • Member of All India Management Association (1997)
  • Associate Member of Company Secretaries of India (2007)
  • Member of Lead India National Club (2007)

A Visionary Leader in Data and Process Innovation

With his extensive expertise, Prabhakar continues to lead FinacPlus towards excellence by integrating technology and innovative processes. His passion for client success and operational efficiency ensures that FinacPlus remains at the forefront of financial services.

FinacPlus
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