Symphony of Data: A Bidirectional Real-Time Interface Between the E-Marketing Suite and Tixly for the Wiener Konzerthaus

Automated real-time synchronization of all ticket and CRM data, manual data maintenance no longer needed.

• Relevant data fields: 100% captured and mapped
• Data transfer latency: under 1 second
• Data loss during live synchronization: 0%
• Data flow in operation: fully automated

In 2025, the Wiener Konzerthaus renewed several IT components at the same time: the EMS as CRM, Tixly as the new ticketing system, a data warehouse and the website relaunch. An automatic real-time data exchange between CRM and ticketing system had not been possible until then.

• Manual synchronization: Customer data was reconciled by hand
• Data inconsistencies and duplicates due to parallel data storage
• High administrative effort due to manual data cleansing
• Limited segmentation and personalization due to outdated profiles

Together with Tixly, starmate implemented a fully bidirectional interface:

• Real-time synchronization: Customer data, purchases, donations, subscriptions and memberships go from Tixly directly into the EMS.
• Loopback to the ticketing system: Master data changes from the CRM are transferred back to Tixly.
• Intelligent matching: A matching logic prevents duplicates for new profiles.
• Holistic: The solution goes beyond newsletter reconciliations and covers the entire customer journey.

The Konzerthaus works with a consolidated data basis, and marketing and service teams are freed from routine reconciliations.

• Clean, consolidated data across all systems, sustainably free of duplicates
• Targeted campaigns, subscription benefits and donation appeals thanks to up-to-date segments
• Fast, automated sending of order confirmations and pre-visit information

“With starmate, we have set a real milestone for our cultural institution. The bidirectional interface gives us valuable time and ensures that we reach our audience exactly where the music plays: with a thoroughly coherent, personal approach.”

Anna Bernard, Wiener Konzerthaus

November 2025

The introduction of Tixly was the right moment to fundamentally rethink data consistency. One-way synchronization is not enough for a dynamic cultural institution: A ticket buyer at the box office has to be updated in the CRM just as quickly as a newsletter subscriber who changes their address online.

Together with Tixly's developers, we implemented the first fully bidirectional real-time interface between the EMS and Tixly. Customer data, donations, subscriptions and memberships flow in both directions, without data silos and without duplicates.

Maria, Petra and Michael, Consulting

1. Kick-off & specification: Specification of all data fields, triggers and matching rules between Tixly and the EMS.
2. API setup & development: Programming the bidirectional logic and the real-time endpoints.
3. Testing & quality assurance: Test runs with live scenarios to validate the duplicate check.
4. Go-live & cleanup: Commissioning and cleanup of the legacy data.
5. Running & campaign automation: Support during live operation and start of data-driven visitor outreach.