There are two major considerations that together define quite different software requirements for the trampoline park model: ‘pay and play’ and safety/authentication.
The ‘pay and play’ concept really underpins how the majority of our customers engage with us, and we aim to have most of those booking online. It’s hugely important to make this process easy and efficient, so having a seamless connection between our website and our CRM system is of real significance.
However, one of the risks associated with this lies in customer identification and indemnities. The system needs to be able to identify the individual, so that when they come into the park we’re able to make sure they are indeed the right person; that they’ve signed the relevant disclaimers; and that they’ve been through the safety briefing. In addition, in the case of children, the system needs to enable a guardian or parent to authenticate and agree to the safety briefing.
The trampoline park model also means the software has to cope with a much greater volume of bookings, and help operators to manage this workflow and customer density much more effectively.
Currently, there isn’t really a system available that I feel is consistently and sufficiently reliable in terms of digitising and automating this process – from online booking to customer identification and authentication – so we often have to run a paper-based disclaimer system in parallel, which is crazy in today’s world.
We need far greater sophistication in the system – within the CRM in particular – to ensure the highest levels of health and safety, while at the same time making the customer booking and check-in process efficient, and making it possible to target your marketing as efficiently as possible.