Success stories

Aquarama
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waterpark

App  ·  Customer Experience
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Connecting with the customer through the online channel and expanding their experience to build loyalty. Aquarama has quadrupled the sale of tickets by web and app with an integral digital strategy aimed at results.

 

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 project began in 2016, on the occasion of its 30th anniversary

The challenges

1. 360º digital turnaround to increase online sales.

2. Greater customer loyalty

3. Modernization of processes.

4. Reducing the strength of intermediaries by controlling promotions and/or online sales.

5. Greater visibility on the internet.

6. Avoiding long waits at the entrance.

 

 

The solution

1. Digital strategy Digital transformation at all levels.

2. Account model revenue share (to success).

3. Moving from traditional box office sales to promoting online sales.

4. Enhancing the visibility of the online channel.

5. Opening advance sale with calendar.

6. Loyalty program.

7. 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.

Results 2022

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 63%.

Although a high percentage of park customers continue to bet on buying at the box office, in these seven 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.

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