How eWaiverPro’s Unique eWaivers Enhanced the Guest Experience and Operational Efficiency at a High-Volume Entertainment Venue
Background:
Entertainment Venues consist of different entertainment complexes; including escape rooms, axe throwing venues, laser-tag arenas, paintball parks, pet cafes and interactive entertainment attractions. These, and other high-volume attractions & venues, are looking to streamline operations, enhance security, and improve the guest experience through simple and powerful solutions.
Challenge: A national Entertainment Venue implemented eWaiverPro, a digital waiver solution, to address these challenges:
- Operational Efficiency: Long lines for waivers were common, leading to dissatisfaction among patrons and frustration for staff.
- Security and Compliance: Ensuring all attendees had signed necessary waivers for various activities was cumbersome and often led to legal concerns.
- Fan Experience: The traditional paper-based system detracted from the modern, tech-savvy experience the venue aimed to provide.
Solution:
- Digital Waiver System: eWaiverPro was chosen for the simplicity of customization, the power to handle significant simultaneous users, lifetime data storage and assistance with setup.
- Integration with Booking Software: eWaiverPro was integrated with the venue’s booking software (Bookeo), automating the sending of waiver email & SMS messages so participants could sign their waivers before arriving, significantly reducing lines and wait-times at check-in.
- Customizable Waivers: The platform offered customizable waivers tailored to different activities within the venue, including counting minors, ensuring legal compliance for all events.
- Security Enhancements: Digital signatures provided a secure, tamper-proof method for consent, reducing the risk of fraudulent entries.
Implementations:
- Venue, Software & eWaiver Setup:
- eWaiverPro’s software was integrated into the venue’s existing digital infrastructure including their booking, email marketing and review management software.
- A custom training video was created for staff on how to assist patrons with digital waivers.
- The staff tested as though they were guests to get a complete understanding of the experience guests would have, along with highlighting any potential challenges
- eWaiverPro was sync’d with their email / sms marketing and Review management software to automatically grow their list of contacts, along with sending out thank you messages the same day to collect ⭐️⭐️⭐️⭐️⭐️ reviews.
- Event Day Operations:
- QR Codes were printed, laminated and displayed in lobby so that guests who did not complete a waiver prior to the event could scan-and-sign waivers via their smartphones at home or on-site using QR codes.
- For those without smartphones, dedicated waiver station kiosks with tablets were set up.
- Post-Event Analysis:
- Data was automatically synced from eWaiverPro to Google Sheets via Zapier in order to provide insights into attendance patterns, waiver completion rates, and areas for improvement.
- Although waivers are stored indefinitely on eWaiverPro’s servers, the venue also exported all PDF’s from the day as a single .zip file and archived.
Results:
- Efficiency: Entry and check-in times were reduced by 50%, leading to quicker access to events and higher satisfaction rates.
- Security: 100% compliance with legal requirements for waivers, reducing potential liabilities.
- Guest Experience: Feedback showed a significant increase in satisfaction due to less waiting and a more modern check-in process.
- Operational Costs: There was a significant decrease in paper & ink usage, along with staff hours dedicated to waiver management, leading to a material cost savings.
Conclusion:
The adoption of eWaiverPro at this Entertainment Venue not only modernized its operations, but also significantly enhanced the guest experience. This eWaiver solution allowed for a seamless integration of security, compliance and fan engagement; setting a new standard for how entertainment venues can operate.
Recommendations for Similar Venues:
- Early Integration: Start integrating digital waiver systems early in venue planning or upgrades.
- Customization: Tailor digital waivers to specific activities or events for better legal coverage.
- Training: Ensure staff are well-trained to assist with any digital issues guests might face.