{"id":9404,"date":"2022-08-18T21:35:00","date_gmt":"2022-08-18T21:35:00","guid":{"rendered":"https:\/\/www.blackbaud.com\/customer-stories\/akron-zoo"},"modified":"2025-03-31T12:37:44","modified_gmt":"2025-03-31T16:37:44","slug":"akron-zoo","status":"publish","type":"customer-story","link":"https:\/\/www.blackbaud.com\/customer-stories\/akron-zoo","title":{"rendered":"Akron Zoo"},"content":{"rendered":"\n<section class=\"hero hero--customer-story\" id=\"hero--customer-story-block_176c68d10ecbfebd4be96b1e6e45f3f9\">\n    <div class=\"hero--customer-story__container has-image\">\n        <div class=\"hero--customer-story__container-diamonds d-none d-md-block\">\n            <div class=\"diamond-top__gradient\"><\/div>\n            <div class=\"diamond-top__green\"><\/div>\n        <\/div>\n        <div class=\"container\">\n            <div class=\"row\">\n                <div class=\"col-9 col-lg\">\n                    <ul class=\"breadcrumbs list-unstyled\">\n    <li><a href=\"https:\/\/www.blackbaud.com\"><i class=\"fa fa-home\"><\/i><\/a><\/li>\n            <li><a href=\"\/customer-stories\">Customer Stories<\/a><\/li>\n            <\/ul>                <\/div>\n            <\/div>\n            <div class=\"row\">\n                <div class=\"col-md-5\">\n                    <div class=\"hero--customer-story__container-content\">\n                        <p><span class=\"green-eyebrow\">Akron Zoo<\/span><\/p>\n<h2>Simplicity Equals Success: Streamlined Software Setup Leads to Improved Experience for Zoo Visitors and Supporters<\/h2>\n                    <\/div>\n                                            <div class=\"hero--customer-story__container-download\">\n                            <a href=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/akron-zoo-customer-spotlight.pdf\" target=\"_blank\"><i class=\"fa-solid fa-arrow-down-to-bracket\"><\/i> Download PDF<\/a>\n                        <\/div>\n                                    <\/div>\n            <\/div>\n        <\/div>\n                            <div class=\"hero--customer-story__container-image\">\n                        <img loading=\"lazy\" decoding=\"async\" width=\"250\" height=\"250\" src=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/akronzoologo-250-jpg.jpg\" class=\"img-fluid wp-post-image\" alt=\"\" srcset=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/akronzoologo-250-jpg.jpg 250w, https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/akronzoologo-250-jpg-150x150.jpg 150w\" sizes=\"auto, (max-width: 250px) 100vw, 250px\" \/>                    <\/div>\n                    <\/div>\n    <div class=\"hero--customer-story__vertical-region\">\n        <div class=\"hero--customer-story__vertical-region-diamonds\">\n            <div class=\"diamond-bottom__gradient\"><\/div>\n            <div class=\"diamond-bottom__blue\"><\/div>\n            <div class=\"diamond-bottom__white\"><\/div>\n        <\/div>\n        <div class=\"container\">\n            <div class=\"row\">\n                <div class=\"col-12 d-md-flex\">\n                                        <div class=\"hero--customer-story__vertical-region__vertical\">\n                                                    <img decoding=\"async\" src=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/06\/arts-cultural.svg\" class=\"img-fluid wp-post-image\" alt=\"\" \/>                            <span class=\"tag\">\n                                Arts and Cultural Organizations                            <\/span>\n                                                <\/div>\n                                                                <div class=\"hero--customer-story__vertical-region__region\">\n                        <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 24 24\"><g stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" clip-path=\"url(#map-pin)\"><path d=\"M12 14a3 3 0 1 0 0-6 3 3 0 0 0 0 6Z\"\/><path d=\"M17.657 16.657 13.414 20.9a2 2 0 0 1-2.827 0l-4.244-4.243a8 8 0 1 1 11.314 0v0Z\"\/><\/g><defs><clipPath id=\"map-pin\"><path fill=\"#fff\" d=\"M0 0h24v24H0z\"\/><\/clipPath><\/defs><\/svg>                                                    <span class=\"tag\">\n                                North America                            <\/span>\n                                                <\/div>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/section>\n\n<section class=\"customer-story-single__content\" id=\"customer-story-single__content-block_55d312dda1a5aebb26e2828f4d5b2182\">\n    <div class=\"container\">\n        <div class=\"row flex-column-reverse flex-md-row\">\n            <div class=\"col-md-7\">\n                <div class=\"acf-innerblocks-container\">\n<section class=\"lede-quote\" id=\"lede-quote-block_fa846e35da0b4e1fbe7c3b8bfae8961a\">\n                        <div class=\"longform-content-lede-quote__content\">\n                <img decoding=\"async\" class=\"longform-content-lede-quote__content__image\" src=\"https:\/\/www.blackbaud.com\/wp-content\/plugins\/blackbaud-blocks\/blocks\/acf-longform-lede-quote\/\/img\/quote-rectangle.svg\" alt=\"quotes\">\n                <p class=\"body-medium body-large\"><span class=\"blue-highlight\">Our guests are utilizing our online platform more than ever<\/span>  before to buy admission tickets,<br \/>\nmemberships, and event tickets.\u201d<\/p>\n            <\/div>\n                            <div class=\"longform-content-lede-quote__name\">\n                Jeannette Andreski            <\/div>\n                            <div class=\"longform-content-lede-quote__organization\">\n                <i>Guest Services Director, Akron Zoo<\/i>            <\/div>\n            <\/section>\n\n<section class=\"lede-paragraph\" id=\"lede-paragraph-block_77980c619c5bf97e1861cc2cfd9d2622\">\n    <div class=\"lede-paragraph__heading\">\n        <span class=\"tag\">\n            Overview        <\/span>\n    <\/div>\n    <p class=\"body-large\">\n        While the animals are at the heart of its mission, the Akron Zoo is equally committed to caring for\r\nnearly 400,000 visitors a year. With the adoption of the leading solution for general admission\r\ncultural organizations\u2014Blackbaud Altru\u00ae\u2014and supporting XTruLink solutions from Blackbaud\r\npartner SwipeTrack, the Akron Zoo is providing a more welcoming experience for visitors and\r\neffectively encouraging them to become more deeply engaged supporters.    <\/p>\n    <\/section>\n\n\n<section class=\"wysiwyg wysiwyg-white white-bg\" id=\"wysiwyg-block_c6e4f2d064f228d34a54ad85babc81f0\">\n            <h3>Akron Zoo serves supporters more completely<br \/>\nby simplifying its software setup<\/h3>\n<p class=\"body-medium\">It\u2019s hard to imagine that the Akron Zoo, home to more than 1,000 animals, all<br \/>\nstarted with two bears in the early 1900s. Yet the zoo now delights visitors<br \/>\nand strives to turn them into champions of the natural world while sharing<br \/>\nand caring for animals from Africa, Asia, the Americas, and the deep sea.<br \/>\nWith visitation reaching record highs in 2017, leaders at the Akron Zoo sought<br \/>\nto upgrade their technology to better serve their members and guests. The<br \/>\nzoo wanted to change the way the community viewed the organization and<br \/>\nbecome more than just an attraction. To achieve this, the staff knew they<br \/>\nneeded to get a better idea of who was coming through the doors.<\/p>\n<p class=\"body-medium\">\nA Blackbaud customer for more than 20 years, the Akron Zoo wanted to<br \/>\nstay with their trusted technology partner and consolidate other softwares<br \/>\ninto a unified system by adding Blackbaud Altru, a comprehensive cloudbased solution that ties together ticketing, fundraising, and membership<br \/>\nmanagement.<\/p>\n<p class=\"body-medium\">\nBlackbaud Altru was the solution they needed to get the right data to better<br \/>\nunderstand their supporters. Combined with Blackbaud Financial Edge NXT\u00ae,<br \/>\nwhich they already had in place, and Blackbaud\u2019s powerful analytic tools,<br \/>\nAltru would give them a clearer view of their patrons and allow them to focus<br \/>\non cultivating relationships. With integrated technology, the zoo staff could<br \/>\ntrack the journey of their patrons and encourage them to take further steps<br \/>\nin their support of the zoo.<\/p>\n<p class=\"body-medium\">\nThe timing of the shift turned out to be critical. \u201cWe launched Altru in 2019<br \/>\nright before COVID hit, and our entire staff is now able to use it,\u201d Director of<br \/>\nGuest Services Jeannette Andreski said. \u201cOur guests are utilizing our online<br \/>\nplatform more than ever before to buy admission tickets, memberships, and<br \/>\nevent tickets.\u201d<\/p>\n    <\/section>\n\n\n<section class=\"wysiwyg wysiwyg-white white-bg\" id=\"wysiwyg-block_5a92852cde53d08a8242ad1343ce1ac7\">\n            <h3>Streamlining Arrival with Altru and XTruLink<\/h3>\n<p class=\"body-medium\">As the Akron Zoo adapted during the pandemic, Andreski and her team were<br \/>\nfaced with a big challenge. \u201cWe needed technology to support our growing<br \/>\nonline sales in addition to walk-up sales and member check-ins. Visitation was<br \/>\nrising to pre-pandemic levels, but we were still experiencing staff shortages.\u201d<br \/>\nThey had done a great job in encouraging more online transactions with<br \/>\nthe ease of Altru\u2019s web forms but needed a solution to keep lines moving<br \/>\nand provide guests and members with a fast and easy way to enter the zoo.<br \/>\nThat\u2019s when Andreski reached out to XTruLink, a solution made just for Altru<br \/>\nusers by Blackbaud partner SwipeTrack. \u201cWe have relied heavily on Altru and<br \/>\nXTruLink to bridge the gap,\u201d Andreski explained.<\/p>\n<p class=\"body-medium\">\nXTruLink directly integrates with the zoo\u2019s Altru database and allows them to<br \/>\noffer their patrons digital membership options, self-serve kiosks, and handheld check-in devices.<\/p>\n<p class=\"body-medium\">\n\u201cHaving the flexibility of XTruLink\u2019s handheld devices allowed us to<br \/>\nsimultaneously check in members, walk ups, and online tickets,\u201d Andreski<br \/>\nsaid. \u201cThe connection back to Altru allows our finance office to keep live<br \/>\ntabs on the guest data coming in so we can make better plans for our guest<br \/>\nservices department.\u201d<\/p>\n<p class=\"body-medium\">\nStaff shortages with a high volume of visitors is usually a recipe for trouble at<br \/>\na busy zoo, but the guest services team was able to rely heavily on Altru and<br \/>\nXTruLink to bridge the gap without adding new staff responsibilities. Once<br \/>\neveryone got on board and trained with the new solution, the impact was<br \/>\nimmediate.<\/p>\n    <\/section>\n\n<section class=\"pull-quote pull-quote__top-bottom white-bg\" id=\"pull-quote-block_013255de26fb5ed33d5da3fe239c9594\">\n    <div class=\"pull-quote__wrapper\">\n                <div class=\"pull-quote__wrapper-content\">\n            <div class=\"pull-quote__wrapper-quote\">\n                <h4 class=\"h5\">\u201cThe piece that I really like and that is super helpful with my team is that seamless integration between Altru and XTruLink. Whether you are at a kiosk, a register, or in the back office, all the data is in one place and in real time. This improves the guest experience because they never have to repeat information when they check in.\u201d<\/h4>\n            <\/div>\n            <div class=\"pull-quote__wrapper-name\">\n                Jeannette Andreski            <\/div>\n                            <div class=\"pull-quote__wrapper-role\">\n                     Guest Services Director                <\/div>\n                                        <div class=\"pull-quote__wrapper-organization\">\n                    Akron Zoo                <\/div>\n                    <\/div>\n    <\/div>\n    <\/section>\n\n\n<section class=\"wysiwyg wysiwyg-white white-bg\" id=\"wysiwyg-block_8c0b0e8f8da42472c16601ab1f48b376\">\n            <h3>Letting the Data Do the Talking<\/h3>\n<p class=\"body-medium\">Ultimately a positive guest experience encourages ticket buyers to become<br \/>\nmembers. With their implementation of Altru, the Akron Zoo has added more<br \/>\nthan 2,000 new memberships, while realizing other positive changes for staff<br \/>\nand guests that have been enhanced by XTruLink.<\/p>\n<p class=\"body-medium\">\nThe number of customer complaints about ticketing issues dropped by 75<br \/>\npercent, while staff time spent adding in online sales and managing the<br \/>\nsoftware dropped by at least 50 percent, Andreski explained.<br \/>\n\u201cWe saw an immediate ROI with the ease of our ticketing from the guest<br \/>\nperspective with Altru over our previous point of sale provider,\u201d Andreski said.<br \/>\n\u201cBut the staff component should not be overlooked because they have really<br \/>\nembraced the technology and removed duplication of efforts that we had<br \/>\nbefore.\u201d<\/p>\n<p class=\"body-medium\">\nWith simplified, integrated solutions, the guest services department and the<br \/>\nrest of the staff realized access to more data than ever before, giving them<br \/>\nthe ability to truly understand their patrons and make sure that they are<br \/>\nmeeting their needs. By tapping the power of Altru and XTruLink, the Akron<br \/>\nZoo can analyze visitation and make more informed decisions that give all<br \/>\ncommunities a greater feeling of inclusion and a world-class experience that<br \/>\nstarts at the front entrance.<\/p>\n    <\/section>\n\n<section class=\"in-story-fact\" id=\"in-story-fact-block_6b574a9e5015a0a4c60be1a3955870e0\">\n            <div class=\"in-story-fact__wrapper\">\n                    <div class=\"in-story-fact__item w-lg-50\">\n                <h3>\n                    <mark>75%<\/mark>\n                <\/h3>\n                <p class=\"body-large\">fewer customer complaints about ticketing<\/p>\n            <\/div>\n                    <div class=\"in-story-fact__item w-lg-50\">\n                <h3>\n                    <mark>50%<\/mark>\n                <\/h3>\n                <p class=\"body-large\">less staff time to manage software and online ticket sales <\/p>\n            <\/div>\n                    <div class=\"in-story-fact__item w-lg-50\">\n                <h3>\n                    <mark>2,000<\/mark>\n                <\/h3>\n                <p class=\"body-large\">new memberships added<\/p>\n            <\/div>\n            <\/div>\n        <\/section>\n<\/div>\n                                    <div class=\"customer-story-single__content-download\">\n                        <a href=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/akron-zoo-customer-spotlight.pdf\"><i class=\"fa-solid fa-arrow-down-to-bracket\"><\/i> Download PDF<\/a>\n                    <\/div>\n                            <\/div>\n            <div class=\"col-md-5 col-lg-4 offset-lg-1\">\n                                <div class=\"customer-story-single__sidebar has-image\">\n                                            <div class=\"customer-story-single__sidebar-logo\">\n                            <img loading=\"lazy\" decoding=\"async\" width=\"250\" height=\"250\" src=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/06\/akronzoologo-250-jpg.jpg\" class=\"img-fluid\" alt=\"\" srcset=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/06\/akronzoologo-250-jpg.jpg 250w, https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/06\/akronzoologo-250-jpg-150x150.jpg 150w\" sizes=\"auto, (max-width: 250px) 100vw, 250px\" \/>                        <\/div>\n                                        <div class=\"customer-story-single__sidebar-content\">\n                        <h5>Akron Zoo<\/h5>\n                                                                            <h6>Powered by<\/h6>\n                            <div class=\"customer-story-single__sidebar-products\">\n                                <ul class=\"list-unstyled\">\n                                                                                <li>\n                                                <a class=\"cta-text-arrow\" href=\"https:\/\/www.blackbaud.com\/?post_type=product&#038;p=2879\">\n                                                    Blackbaud Altru                                                <\/a>\n                                            <\/li>\n                                                                                    <li>\n                                                <a class=\"cta-text-arrow\" href=\"https:\/\/www.blackbaud.com\/products\/blackbaud-financial-edge-nxt\">\n                                                    Blackbaud Financial Edge NXT                                                <\/a>\n                                            <\/li>\n                                                                        <\/ul>\n                            <\/div>\n                                            <\/div>\n                                                                <div class=\"customer-story-single__sidebar-cta\">\n                            <a id=\"CSChat\" href=\"#\">\n                                Talk to Us                            <\/a>\n                        <\/div>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/section>\n\n\n\n<section class=\"related-customer-stories white-bg\" id=\"related-customer-stories-block_1d590a0e75c3c85119eda8a07ad0bd6c\">\n    <div class=\"container\">\n        <div class=\"row\">\n            <div class=\"col-12\">\n                <div class=\"related-customer-stories__heading\">\n                    <h2 class=\"h3\">More Stories Like This<\/h2>\n                <\/div>\n                <div class=\"row\">\n                                    <div class=\"col-12 col-lg-4 related-customer-stories__card\">\n                         \n                                <div class=\"related-customer-stories__card-image\">\n                                    <img loading=\"lazy\" decoding=\"async\" width=\"250\" height=\"250\" src=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/cm_logo.jpg\" class=\"img-fluid icon-img\" alt=\"\" srcset=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/cm_logo.jpg 250w, https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/cm_logo-150x150.jpg 150w\" sizes=\"auto, (max-width: 250px) 100vw, 250px\" \/>                                <\/div>\n                                                    <div class=\"related-customer-stories__card-content\">\n                                                            <div class=\"tag\">\n                                    Fundraising                                <\/div>\n                                                    \n                            <div class=\"related-customer-stories__card-content__heading\">\n                                <h5>Qubein Children&#8217;s Museum<\/h5>\n                            <\/div>\n                            <a class=\"related-customer-stories__card-content__link tag\" href=\"https:\/\/www.blackbaud.com\/customer-stories\/qubein-children-s-museum\">Qubein Children&#8217;s Museum<\/a>\n                        <\/div>\n                    <\/div>\n                                    <div class=\"col-12 col-lg-4 related-customer-stories__card\">\n                         \n                                <div class=\"related-customer-stories__card-image\">\n                                    <img loading=\"lazy\" decoding=\"async\" width=\"250\" height=\"250\" src=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/birmingham-botanical-gardens-friends-logo250x250.png\" class=\"img-fluid icon-img\" alt=\"\" srcset=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/birmingham-botanical-gardens-friends-logo250x250.png 250w, https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/birmingham-botanical-gardens-friends-logo250x250-150x150.png 150w\" sizes=\"auto, (max-width: 250px) 100vw, 250px\" \/>                                <\/div>\n                                                    <div class=\"related-customer-stories__card-content\">\n                                                            <div class=\"tag\">\n                                    Ticketing and Membership                                <\/div>\n                                                    \n                            <div class=\"related-customer-stories__card-content__heading\">\n                                <h5>Friends of Birmingham Botanical Gardens<\/h5>\n                            <\/div>\n                            <a class=\"related-customer-stories__card-content__link tag\" href=\"https:\/\/www.blackbaud.com\/customer-stories\/friends-of-birmingham-botanical-gardens\">Friends of Birmingham Botanical Gardens<\/a>\n                        <\/div>\n                    <\/div>\n                                    <div class=\"col-12 col-lg-4 related-customer-stories__card\">\n                         \n                                <div class=\"related-customer-stories__card-image\">\n                                    <img loading=\"lazy\" decoding=\"async\" width=\"250\" height=\"250\" src=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/annaspringsclose_greenway_logo_250px.jpg\" class=\"img-fluid icon-img\" alt=\"\" srcset=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/annaspringsclose_greenway_logo_250px.jpg 250w, https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/annaspringsclose_greenway_logo_250px-150x150.jpg 150w\" sizes=\"auto, (max-width: 250px) 100vw, 250px\" \/>                                <\/div>\n                                                    <div class=\"related-customer-stories__card-content\">\n                                                            <div class=\"tag\">\n                                    Marketing and Engagement                           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class=\"final-plea final-plea--form final-plea--form-dark-blue-green\" id=\"final-plea-block_555789e5056f0d64c8b5cc23b2558ea1\">\n    <div class=\"diamond-container\">\n        <div class=\"container\">\n            <div class=\"stack-squares\">\n                <div class=\"smaller\"><\/div>\n                <div class=\"larger\"><\/div>\n            <\/div>\n            <div class=\"right-square\"><\/div>\n            <div class=\"row\">\n                <div class=\"col-md-6\">\n                    <div class=\"final-plea--form__content\">\n                        <h2>Ready to <span class=\"green-blue-gradient\">power<\/span> your passion?<\/h2>\n<p class=\"body-large\">Request a customized demo to see how Blackbaud is made for your unique challenges and needs.<\/p>\n                    <\/div>\n                <\/div>\n                <div class=\"col-md-6\">\n                    <div class=\"final-plea--form__form-wrapper\">\n                        <script 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