Doubling Size and Delighting Guests

When you are already a decade’s mature national entertainment venue, striving to double in size over 2 years is an exciting and nerve-racking goal.  Especially when you look at your processes and systems and understand they won’t get you where you need to go given the dramatic shift in consumer trends.  

Overview

RCG Global Services consulting team worked with the client cross functional team to create a digital roadmap and supporting architecture that would enable this digital transformation.  The first Phase involved deploying a next generation cloud-based IT footprint and deploying an initial suite of self-service capabilities.

Strategy and Goals

To create greater customer engagement and enable operational capabilities to meet the rapid planned growth, digitization is the only way to go.  That is why this customer’s executive team made digital transformation a priority.

They were able to enhance the guests experience by allowing them to roam through the venue and have their service follow them - allowing self-service for key clients.  They were also able to use analytics to better understand guest behaviors as well as individual location and region performance.

Additional phases included creating dashboards to enable driving operational optimization, and sales improvements. These dashboards are intended to provide KPI visuals for each layer of management. 

The Final Results

• 100% Growth in 2 years
• Platform scalability at a lower cost per location
• Improved profit/revenue per location
• Increased Guest Engagement

The Conclusion

The ultimate goal is to drive higher sales volume, profitability and guest engagement.