Revolutionising Customer Experience At Historical Landmark Attraction
This 45-acre site, located in the Chiltern Hills of Buckinghamshire, is home to more than 30 vernacular buildings from around the British Isles. Lovingly restored to their former glories, the buildings within the museum communicate the history of the people who lived there.
“Over the 40-years we’ve been open, we’ve developed from a cash tin until we finally realised we needed an EPOS system. We tried one system, and it was not particularly reliable, it crashed regularly, the support we were getting was insufficient for our needs.”
In addition to the multiple outlets available to the museums’ visitors, such as; ticketing, eateries and gift shops, Chiltern Open Air Museum is also available for events and courses. As a multi-discipline business, Chiltern required an adaptable EPOS solution that would support its diverse environments.
Reason For Change
With increasing customer events throughout the year, and a rise in returning and new customers, the managers at Chiltern Open Air Museum knew that to grow the business effectively, they needed an EPOS system.
“Here at Chiltern Open Air Museum, we need a really reliable system that enables us to deliver excellent customer service for our visitors, as well as really consistent and high-quality reporting at the backend.”
As Chiltern Open Air Museum operates as a tourist attraction, educational heritage site, wedding venue and filming location, the museum required a multi-discipline EPOS solution to handle the diverse array of outlets and customer types.
Chiltern Open Air Museum needed one platform that could integrate its admissions desk, visitor centre, gift shop, on-site restaurants, cafes and bars to its business management software. This platform also had to offer customers with online booking options and loyalty schemes to increase annual customer spend.
“One of the key reasons we chose Kamarin was the integration with Digitickets. The membership system is so smooth and it makes things so much quicker offering online pre-booked tickets to all of our events. It is changing the way we plan for the future and the way we understand our operations from day to day.”
Implementing KCPOS has created a single platform across the business, allowing for the synchronisation of data from all the tills and terminals, to leading online ticketing platform: Digitickets to their in-house back-office management software.
Working With Kamarin Computers
The benefits of implementing KCPOS and working with Kamarin Computers were instant for Chiltern Open Air Museum. With instant access to reliable and real-time data, decision-making has dramatically improved.
“We have been able to rely on the data that we’re getting. It’s also been a lot easier for our front of house staff to use and for our finance team to analyse the data.”
At the touch of a button, clear and concise business-wide reports can be viewed from anywhere. The new solution has impressed all staff, who are now experiencing an increase in the speed of transactions, which in turn has resulted in a reduction in queueing time and an increase in sales.
The way that Chiltern Open Air Museum’s managers now understand their daily operations has been revolutionary for the business. KCPOS has introduced a much more efficient way of working for all staff, whether they are customer-facing or analysing the backend, subsequently improving the customer experience for new and repeat visitors.
“We have been so pleased with the aftercare and the post-sales relationship that we’ve had with Kamarin. Anytime that we’ve had a problem, particularly something that we want to develop or introduce, the response has been fantastic. We feel like we are working in partnership with a company that understands our goals and growth plans to help us deliver a really excellent system. It’s a really productive and supportive working relationship, and we’re thrilled with that.”