Connecting with the customer through the online channel and expanding their experience to build loyalty. Aquarama has increased ticket sales through its digital channels sixfold with a comprehensive, results-oriented digital strategy.

The client: Aquarama

Benicàssim waterpark (Spain), a Mediterranean holiday landmark.

Aimed at families and holiday goers, but also at young people and adults who are looking for strong emotions.

The challenges

  • Increasing the weight of online vs. physical sales
  • Greater customer loyalty
  • Modernization of processes.
  • Reducing the strength of intermediaries by controlling promotions and/or online sales.
  • Greater visibility on the internet.
  • Increasing the profitability of the park.
  • Improve customer experience and avoid long queues at the entrance.

The solution

  • Digital transformation strategy at all levels.
  • Project execution as the customer's technology partner.
  • Moving from traditional box office sales to online sales.
  • Reinforce investment in the digital channel for brand awareness and acquisition actions.
  • Opening advance sale with calendar.
  • Loyalty program through the app on Android and iOS (current through 2022 with over 39K app downloads, 28K club users and 66K tickets sold through the mobile app).
  • Aligning offline and online strategy.

New website design

Better usability and SEO configuration to prioritize online sales in the home.

Web connection with the park's ERP for sales control.

All types of tickets are validated on the web.

Live Chat for direct customer service.

Total ticket sales (revenue since 2016)

Increased online sales

Results 2023

With more than 144,000 tickets sold on the online channel during the 2022 season, this channel has gone from representing 11% of the total in 2016 to representing 70%.

Although a high percentage of park customers continue to bet on buying at the box office, in these eight seasons a notable improvement in online reputation has been achieved and dependence on third-party ticket promotion has been broken. Thus, the problem of unforeseen queues and full capacity is solved and higher attendance figures are reached, avoiding saturation peaks. In addition, the implementation of the chat reduces the telephone in customer service and provides information about users.

The unification of backends has meant an improvement in the management and flexibility in updating both prices and offers, capacity control per entrance and income in the cafeteria.

*Content updated in September 2023