HappyDays: With Briq our phone finally stopped ringing off the hook

Karting
The Arcade has a variety of different games to play.

With so many activities and restaurants, it’s important to manage all bookings in one central place

HappyDays started working with Briq in 2020 to reduce the number of phone calls and automatically process bookings in one place.

The Customer Success team always thinks along with us on how we can best add our deals to the system

Kevin (Marketing and Operational consultant at HappyDays)

Who’s HappyDays?

From go-karting to bowling, restaurants and Fun4Kids – a full-blown experience

Dutch entertainment center HappyDays offers amazing total packages to experience a complete day out. Their goal is to have people of all ages making fun and memories together by combining multiple activities, a drink in between and a dinner in one of the six restaurants afterwards.

With 11.000 m² of activity and catering facilities and over 20 years of experience, HappyDays knows exactly what the perfect day out looks like for families, friends, bachelor parties or birthday parties. They even have restaurants that accommodate any group size, for example a business meeting, wedding celebration or theme party.

This makes HappyDays unique in the leisure business and very popular with anyone, from people who live closeby to those willing to travel some kilometers for their personalized experience.

The challenge?

HappyDays faced issues with the excessive number of phone calls

HappyDays’ success led to a continuously ringing phone for new bookings. It was also difficult for the employees to manually keep up with  the booking lists.

As Odette, receptionist at HappyDays, says: “This way of working was too complicated to keep track of and it took a lot of time. When someone called, we first had to fill out a form and after the phone call was done, we had to write the activities and restaurant reservations in the right lists. As soon as your shift was over, the next person would check if all bookings were noted in the right lists.” This meant a lot of extra administrative work, which was – especially in busy times – very error sensitive.

To have a better overview of all the bookings made, it was important for HappyDays to have them centralized at one place. Because of this and because the phone was ringing all the time, they decided to make the step towards online bookings.

The solution?

Online bookings improve the workflow and reduce manual administration

After an orienting phase and trying a different online booking system, HappyDays asked Marketing and Operational consultant Kevin from Red Rocket Online to advise and lead the integration process of online booking software. Kevin soon found out HappyDays needed an external solution: “Which is cost-saving and keeps technical developments at the experts’ hands.”

Someone tipped him to have a look at Briq Bookings’ system. Kevin and Odette both met with Briq’s Customer Success team for an explanation about their multi-activity booking and scheduling software. “It wasn’t tailor made, but Briq was really helpful in making sure we could integrate with our current tools and in updating existing and creating new features”, Kevin says.

For employees it can be tough to suddenly change their way of working. That’s why HappyDays implemented the online booking system step-by-step. First, they started adding incoming phone bookings through Briq.app themselves, after six months they started with online bookings. As of that moment their guests have been making online bookings in their own Briq webshop.

This worked really well for the employees, who increasingly became skilled at using their new online booking system.

“We’ve had training sessions with the team and I supported my colleagues, so we quickly mastered it all”, Odette says. 

Since a few weeks HappyDays’ online booking software is also integrated with Lightspeed. This means that all payments for one booking (for all activities, merchandise and consumptions) will appear on one bill, for both the guests and HappyDays.

HappyDays now has a great automated process. “We’re getting to the home stretch of the implementation. The most fundamental items are running and we’re about to focus on innovation again”, Kevin says.

With Briq, HappyDays has the ability to look into data, for example to find out what activities are most important and how much money guests spend per visit on average. Kevin: “We’re happy with all the new insights, so it could be very interesting to act on this data in the future.”

The result?

A reduced error rate and fewer ánd shorter phone calls

The first goal Kevin aimed for was to reduce the average time spent on phone calls from 12 minutes to 5 minutes. “I knew we could do even better, and indeed, the average time spent on a phone booking is currently around 3 or 4 minutes.” The use of Briq’s online booking system turned out to be very time and cost saving.

Now they have time to spend on making each experience at HappyDays even better.

Kevin: “In the end our name is HappyDays, right?”

With Briq Bookings’ scheduling software, there’s not much that can go wrong anymore. When a guest books multiple activities, the smart multi-activity scheduler calculates the optimal program. “Way easier than doing this yourself on the phone.”

€101,- Avarage order value
69% Combination deals sold
+536% Growth in transaction value since october 2020

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