Chicago Line Cruises has operated a fleet of two passenger boats running up and down the river for over 35 years.
Their knowledgeable staff guide customers through the historic architecture on a 90-minute cruise featuring over 50 skyscrapers, or host a private event with food & beverage service and live music.
Selling tickets online, through an OTA or even to walk up guests is a critical part of Chicago Line maximizing sales on all available channels.
In addition, their operations team needs to plan and manage events, order food & beverage inventory and run sales reports from many different revenue streams. They were a perfect fit for RocketRez all-in-one cloud ticketing system, and decided to make the switch from their previous provider.
In order to capitalize on the extra revenue and efficiency RocketRez would provide, they wanted to switch immediately. Mia Alba, IT Consultant for Chicago Line Cruises, describes the decision as a bit daunting at the time of implementation.
“We were using [another provider]. There were a lot of restrictions, and we were eager to move to a different ticketing system. When we spoke to Margi (Owner of Chicago Line Cruises) she had made the decision to go with RocketRez – and she let me know that I would be the one to take it and set it up.”
The Chicago Line team and the RocketRez Customer Success team were tasked to get RocketRez implemented, with all staff trained to use it effectively, in a short time frame – with zero interruptions.
Fortunately, at RocketRez, we excel at guiding our new customers through a painless transition to their new platform.
Mission critical software
RocketRez builds what we call “mission-critical” software. Selling tickets, food & beverage and private events constitute most of the revenue for Chicago Line cruises. Once implemented, most staff will become daily active users of the software. Coordinating the switch seamlessly, with no downtime, is imperative.
Employee buy-in and training
A common issue with a switchover in mission-critical business software is that there is a disconnect between departments about whether the new software will help them reach their goals.
“It’s a daunting task to switch software systems. Everything that’s handling the tickets and the money – of course you’re apprehensive to switch it over.” – Mia Alba, IT Consultant for Chicago Line Cruises
Management wants to increase revenue, or cut costs. Operations needs automated processes and simplified reporting. Everyone wants to port their previous data easily, and understand the new system quickly.
Implementing a new system requires taking all viewpoints into account to get buy-in from the entire employee base. If not managed properly, it can lead to disagreements, and poor adoption of new systems.