In a busy ten pin bowling and laser centre, it’s important that every visitor is a happy visitor. But when queues are long and lanes lay dormant, not only is the client experience at risk, empty lanes means less profit.

To assess the flow of visitors through arrival, payment and booking in, shoe collection, lane setup and completion of game in an effort to increase speed and throughput. Following this assessment, several areas where highlighted and addressed. The largest issue turned out to be booking in and lane setup. So how do we use technology to reduce the time taken for these processes?

By implementing a CRM and booking management system, the big diary became a thing of the past and visitor details with bookings had previously been captured saving time at the desk. The new system also incorporated an interface meaning the visitor and their guest names could be posted to the lane management system overhead so there was no need for the players to spend time setting up the game before commencing with the first bowler.

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The project completed as expected and on budget. By the time the group arrived at their lane, all the player names were listed overhead and the first bowler name highlighted ready to go. There were other beneficial factors by building a visitor database with mail shot functions such as promoting offers for known quiet times and birthday greeting sent at the perfect time. There was also an increase in pre bookings due to the speed a pre booking provided. This enabled a more even throughput and staffing levels became easier to manage.