A unified software solution providing a high level customer experience for a visitor attraction across a number of platforms.

⁠⁠⁠Key problem/s

Our requirement is a unified software solution that will deliver a first class experience in sales and customer management across a number of digital platforms. Using bespoke or existing technologies the product should provide sales functionality, merchant services, customer management, memberships, point-of-sale (including stock management for a café and gift shop), marketing, donations, events, internal event booking system, visitor access control, business intelligence and integration to an existing finance software package. This will form the core software solution capable of managing processes typically associated with front of house functionality for an aquarium visitor experience. The key requirement is to manage the customer journey at all stages and to value-add the sales process for in-house experiences before and during their visit. This should also include the ability to incorporate the software functionality onto kiosks, tablets & mobile devices and also through third party websites run by Inbound Tourism Operators (ITO’s). The software should be capable of running outside of the main aquarium location so that external marketing teams can provide the same customer experience at events, etc. Further requirements will be to include a downloadable app capable of communicating with the customer on a more personal basis for messaging and functionality connected to their visitation experience. There is a requirement for connection to an existing finance system.

The users and their needs

There are two user groups that should be considered, Customers and Management. Developing a solution that balances the needs of both user groups would be the ideal outcome. Customers – a first class solution that balances functionality with ease of use. These should be self-managed actions backed by a downloadable app adding further functionality and extensions to the initial service offering. This solution should provide maximum flexibility to the toolset available to the customer and range from ticket and experience purchases, through to guided tours and alerts. Management – providing solutions for customer management, marketing, point of sale, reporting and business intelligence and everything you would expect to find in a unified customer management solution for a top level, global visitor brand. Also ease of use for training staff to use and update the system.