RocketRez, the end-to-end cloud ticketing platform for tours and attractions, has shared details of its collaboration with Chicago Line Cruises, a family-owned business which has been running river architecture cruises on the Chicago River for over four decades.
Chicago Line Cruises is a popular tourist attraction, offering 90-minute architectural excursions, special events and charters. During the peak season from St. Patrick’s Day to Thanksgiving, the organisation relies on efficient ticketing operations to accommodate large numbers of passengers. With this project, it aimed to modernise its operations by integrating RocketRez into its ticketing system.
User-friendly technology
Chicago Line Cruises had an old ticketing system that was difficult and slow to use. This made it challenging to train seasonal hires, caused bottlenecks during peak times, and lacked modern features such as mobile ticketing. Together, these issues hindered productivity and adversely affected the customer experience.
Reilly Johnson, head of ticketing at Chicago Line Cruises, says: “Before we integrated RocketRez, we had a ticketing system that was pretty old and pretty slow. It was very difficult to learn and difficult to teach.
“The primary source of hires and people that work in the ticket office are people that will just be here for the summer, like high schoolers and college students. So to teach someone how to use this previous ticketing system would take weeks and days, and they would barely master it by the time that they would leave to go back to school.”
Chicago Line Cruises chose RocketRez after evaluating the ability of other ticketing platforms to meet its requirements for a modern and resilient solution. Its choice was influenced by RocketRez’s user-friendly interface, which makes it simple for new staff to understand and use; its up-to-date features, especially the ability to send and scan mobile tickets; and the firm’s comprehensive support, which made sure that the implementation process went smoothly.
The implementation was methodically planned and included customised training sessions, step-by-step guidance and ongoing support, and seamless integrations with third-party platforms such as TripAdvisor, Viator, and GetYourGuide. Chicago Line Cruises encountered minimal disruption to its operations thanks to this proactive approach.
Enhancing visitor satisfaction & operational efficiency
Chicago Line Cruises reports numerous benefits from its partnership with RocketRez. Its operational efficiency has been enhanced by the ticket scanning feature, which has streamlined check-in processes so that staff can handle up to 200 guests in 15 minutes. The overall customer experience has been improved by elevated service delivery, made possible by mobile ticketing and simple ticket management. In addition, the team finds the system easy to use, which has reduced training time and operational issues.
The integrated POS and booking systems have simplified operations and improved efficiency. Furthermore, the organisation is now also able to make better-informed decisions thanks to RocketRez’s advanced reporting capabilities which offer quick and specific data analysis.
“With RocketRez, the simplicity of the system is the thing we like the best and the thing that has been the most beneficial since we’ve switched over, just to be able to teach someone how to use it and for them to master all the different aspects of booking a ticket and scheduling a ticket and getting people on boats,” says Johnson.
“RocketRez proved to be very easy to use, very easy to teach people how to use, and their just entire team there was super helpful and informative and ushered us through that transition really wonderfully and has continued to be really helpful as we’ve used the ticketing system.”
The partnership has had a measurable impact on Chicago Line Cruises, driving revenue growth and reducing time spent on ticketing, thus enabling staff to focus on the customer experience. With this technology, Chicago Line Cruises can continue offering exceptional experiences while staying competitive in the tourism sector.
Last month, RocketRez announced that it had enhanced its payment offerings by integrating PayPal, PayPal Pay Later, and Venmo in the US.
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