How our hands-on customer support made all the difference to help efficiently serve thousands of New Yorkers.

  • The Client: Governors Island
  • Location: New York City, New York
  • Launch Date: July, 2020

Nestled between Lower Manhattan and the Brooklyn waterfront, Governors Island is situated in the heart of the New York Harbor. The Trust for Governors Island (Governors Island) is responsible for the stewardship and ongoing operations of 150 acres of the award-winning park. The park is packed with attractions, art exhibits and bike paths. To visit the island, patrons use the Governors Island scheduled ferry system to travel back and forth from the mainland. 


The Challenge

Governors Island was heavily impacted by the COVID -19 outbreak and needed a ferry ticketing solution that would ensure social distancing and fast implementation to operate safely during the pandemic. They had to ensure they did not exceed the new capacity restrictions and that visitors would not cluster together when trying to purchase tickets and waiting for the next ferry. A secondary challenge was ensuring that as the park continues to innovate and develop, Governors Island needed to feel confident that a custom-developed solution could quickly scale up and handle future revenue streams such as rentals and vehicle bookings. 


The Solution

By selecting the RocketRez solution with an onboarding service that provided Governors Island with 24/7 technical support, the two teams were able to work together and launch an online ferry ticketing system within one month. With the online ticketing system successfully implemented, Governors Island quickly discovered that the system made ticket booking much easier for visitors and provided more predictability due to the advanced ticket sales reports that were available. With the 24/7 support plan, the team at Governors Island could rest easy knowing they had a technical team standing by to respond to any software issues that might arise during the peak sales season. 

Our two teams were able to work together and launch an online ferry ticketing system within one month

Even after rolling out the new platform, Governors Island witnessed RocketRez’s commitment to providing the best visitor experience possible, reporting that “it was this hands-on customer support that made all the difference”. Additionally, RocketRez has also offered customized solutions for other revenue streams, and the team at Governors Island looks forward to implementing more custom-developed RocketRez modules throughout their entire organization.

How switching to RocketRez helped manage revenue growth while saving overhead costs

  • The Client: Fossil Rim Wildlife Center
  • Location: Glen Rose, Texas
  • Launch Date: May, 2020

Fossil Rim Wildlife Center is a non-profit founded in 1984 that specializes in captive breeding programs for endangered and threatened exotic and indigenous species. The park is situated on 1,900 acres of beautiful rolling hills with over 60 types of non-native species of animals. In fact, most of the cheetahs in North America can trace their roots back to Fossil Rim. Visitors of the park can take their vehicles on a 2-hour scenic drive, visit the Overlook Café, and feed the animals with a complimentary cup of feed. As a non-profit corporation, Fossil Rim is more than 90% self-sustained with revenues coming from a variety of streams including lodging, ticket sales, special events, café & nature store, memberships, and tours.


The Challenge

Before using RocketRez, Fossil Rim was unable to sell tickets online, causing sales to be unpredictable and traffic hard to control. In previous years, it was common for a flood of vehicles to show up at peak times resulting in 2-hour wait times, while off-peak times were quite slow. It was clear that something needed to be done to communicate real-time booking status with the public so visitors could plan their tour time accordingly, before they arrived. Additionally, the park was using a number of disjointed systems to manage their various departments and needed a single-source solution that would tie together all their revenue streams into one central system and scale with their organization – especially as COVID-19 impacted their operations.


The Solution

With RocketRez, Fossil Rim was able to move the entire ticketing process online which allowed visitors to book their tickets in advance and choose allocated time slots (smoothing out the demand throughout the day). The software has enabled the park to maintain safe distancing by scanning pre-purchased tickets through car windows, and equips the staff with reports of future ticket sales so they can better anticipate demand for the upcoming weekend.

Most of the Cheetahs in North America can trace their roots back to Fossil Rim!

Since launching with RocketRez in May 2020, Fossil Rim is doing 65% more business with a 55% reduction in staffing thanks to the automation and more manageable traffic flow. Many days are booked to capacity, yet staff report that even with the massive increase in traffic, it feels less busy because visitors are self-booking online, and not all showing up at the same peak times.

The entire implementation process took just over a month with the help of a hands-on RocketRez support team. Looking to the future, Fossil Rim is continuing to work with RocketRez to implement the advanced retail management system allowing their gift shop inventory to be managed through the cloud-based software.

As a testament to the success Fossil Rim has enjoyed, they have openly recommended RocketRez to fellow members of their industry association.

https://www.bostonharborcruises.com/

For more than 90 years, BHC and the Nolan family have been leading the way with outstanding cruises on Boston’s historic harbor.  What began with a man, a boat, and a vision has grown into today’s BHC; with 500 daily departures, 53 vessels, and 250 year-round employees, plus a seasonal workforce topping 650.

Project Description

Boston Harbor Cruises wanted to transition from an existing, deeply embedded, ticket system (Gateway Galaxy) over to RocketRez for the 2018 season.  They had a five-month window for the transition.  A project of this scope and size required careful planning and detailed execution from both parties.  Reservations, finance, operations, business development, and human resources were among those directly impacted by the change.

Scope & Challenges

  • Existing inventory had to be transitioned to RocketRez
  • Existing processes and workflow optimized, and subsequent policy changes were made
  • 40+ POS terminals were set up to use RocketRez
  • 17+ POS terminals were mobile and were being used on vessels
  • Requirement for mobile ticket scanning (access control) to be available at multiple locations all scanning simultaneously for multiple events
  • Integration with existing business development processes for group and event sales, resulting in full event management capabilities and reporting
  • Developed custom reporting for operations, finance, and 3rd party vendors
  • Web sales (integrated directly into their website) for a wide variety of products and packages
  • Training (onsite and remotely) was facilitated across multiple departments
  • Additional feature customization to meet customer-specific needs was developed

Result

Boston Harbor Cruises has had three successful seasons using RocketRez.  Having a modern, easy to use, and customizable ticketing system has given them opportunities to allocate staff resources to other projects. reducing operational costs and capturing a wholistic view on revenue.