Uncovering the Hidden Costs of Poor Onboarding: How Your Ticketing Platform Choice Impacts Your Business

Geraldine Lee
September 8, 2023

Selecting the right ticketing platform for your business is like choosing the captain for your voyage through the seas of success.

Just as a skilled captain can navigate treacherous waters and lead you to undiscovered treasures, your choice of a ticketing platform partner can chart a course for operational excellence, or leave you stranded in a sea of inefficiency and lost opportunities.

In this article, we'll discuss the hidden costs of poor onboarding and the importance of choosing the right ticketing platform partner for your success.

Why Onboarding Could Make or Break Your Business

Onboarding, in this context, refers to the process of migrating or integrating a new ticketing platform into your operations. It's not just about installing software; it's about ensuring that your staff and systems can seamlessly transition to the new platform.

Here's why it matters:

  • Operational Inefficiencies: Inadequate onboarding with your new provider can lead to operational bottlenecks. Imagine long queues of frustrated customers at your wildlife park due to a ticketing system that doesn't keep up with demand. The result? Customer dissatisfaction and lost revenue opportunities.
  • Staff Productivity: If the platform is complex or unintuitive, staff productivity can suffer. If your employees struggle to navigate the platform, it not only affects their daily work but also reduces their efficiency in serving customers.
  • Customer Dissatisfaction: The user-friendliness of your ticketing platform directly impacts customer satisfaction. A clunky interface or frequent errors can lead to negative reviews and declining visitor numbers.
  • Missing Capabilities: It's not uncommon for sales teams to over-promise on platform features to secure a deal. This leaves the product team scrambling to deliver these features by launch. And when they fall short, you're faced with a tough decision: Do you settle for less, or start searching again, wasting more time and resources?

The Allure of Cost Savings: Why Cheaper Isn't Always Better

When choosing a ticketing platform, it can be tempting to opt for the most cost-effective option, or the platform that promises the most features. After all, who doesn't want to save money and get the best value?

The problem is that this approach can leave you vulnerable to unexpected costs and negative long-term consequences.

In the case of Maui Ocean Center, before switching to RocketRez, they were using a ticketing platform that caused more headaches than it solved.

Speaking of their previous provider, Tapani Vuori, General Manager said:

"It took 3 and a half minutes to process a customer, and it's not scalable. It created extra labor demands. My focus is trying to automate and make things run more efficiently."

Consider this: the average onboarding process for a new corporate client can take up to 100 days.

That's more than three months of time and resources to spend on transitioning to a new platform, only to find out that it doesn't scale as planned.

Understanding The Financial Implications

Now, let's dive into the hidden costs associated with poor onboarding.

  • Training Costs: When a ticketing platform isn't user-friendly, you might incur unexpected training costs to get your staff up to speed. These costs can add up quickly, impacting your budget.
  • Lost Revenue Opportunities: Operational inefficiencies resulting from poor onboarding can lead to lost revenue. For instance, if the booking process is complicated, customers may abandon their purchases, directly impacting your park's bottom line.
  • Maintenance and Support Costs: A poorly onboarded platform may require ongoing maintenance and frequent technical support, which can strain your finances.
  • Custom Development: Discovering during onboarding that the platform doesn't function as expected can lead to unforeseen costs. If you're too far in to turn back, you may need to invest in custom development to make the system work. This not only strains your budget but also delays the full operational readiness of the platform.

Are You Making Decisions with Long-Term Growth in Mind?

Choosing the wrong ticketing platform and experiencing poor onboarding is just one of the many factors that can hinder long-term growth.

It's crucial to consider scalability and adaptability for future expansion. It's not just about meeting your current needs; it's about anticipating future expansion.

A platform that fits seamlessly into your operations today but cannot adapt to tomorrow's growth can lead to significant costs and setbacks.

To make informed decisions that pave the way for sustained growth and success, a strategic assessment of your digital maturity is crucial.

Navigating the Path to Successful Onboarding

The choice of a ticketing platform partner is not just about cost savings — it's about ensuring operational efficiency, staff productivity, and customer satisfaction.

Poor onboarding can lead to hidden costs that impact your bottom line and long-term growth. Make an informed decision and prioritize the onboarding process when selecting your technology partner.

Your business's success depends on it.

Empowering Your Journey to Success

Navigate your business operations with confidence using RocketRez. Our modern all-in-one guest experience platform offers a user-friendly interface and a personalized onboarding process, minimizing operational inefficiencies.

It's not just about cost, but also about long-term growth, staff productivity, and customer satisfaction. Book a demo today to find out how RocketRez can support your business goals.

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Geraldine Lee
Content Marketing Specialist