How Qudini improves the TopGolf queuing experience

Case Study:

Enabling TopGolf to see more customers, increase retention, boost sales and grow customer loyalty with Qudini Queuing System

TopGolf is a golfing experience with a difference; whilst being served food and drinks in their allocated booth, guests can tee off from a bay out to an open driving range with targets ranging in distance from 20 to 215 yards. Those with a competitive edge are in their element, as each ball has a unique microchip that tracks how far it has been hit: perfect for improving technique or for a fun competitive game with family and friends of all ages. TopGolf is estimated to serve over 8 million visitors annually across their multiple worldwide sites.

THE CHALLENGE

Due to the popularity of TopGolf, customers previously waited up to 3 hours for a driving bay. Their solution, a manual pager system, was unsuccessful and did not align to the modern vision of the TopGolf Brand. The system proved costly to maintain and created unsatisfied customers; who felt uninformed and frustrated by inaccurate wait times provided by reception staff. The result of this was increased complaints, lost revenue and the unnecessary occupation of staff time.

Queue Challenge

THE SOLUTION

TopGolf now use Qudini’s Queuing System. Customers waiting for a bay add their mobile number and name to the Qudini system, then receive an SMS containing their approximate serve time and a link to a live countdown timer.

During their wait time customers can enjoy TopGolfs bar and restaurant services, with the knowledge that they will notified by SMS 10 minutes before their bay will become available, and again when their bay is ready for occupation.

Staff are able to have full overview of all of the bays; Qudini confidently provides accurate live wait times to staff and customers, creating a stress free enjoyable atmosphere.

Topgolf Sms
  • 50%

    Increase in golf bay turnover due to the improve speed of getting customers to the right location with SMS notifications

  • £35 K

    In additional revenue per month due to improved waiting experience’s ability to increase customer retention and speed of serving customers

  • 100%

    Reduction in customer complaints due to accurate and updated information provided to every customer

  • Increase revenue

    Increased bar and restaurant revenue: management have confirmed that revenue in these areas has increased, as customers are more relaxed and confident about waiting

  • Increased loyalty

    Due to the improved waiting experience, customers are more likely to return to use TopGolf again

  • Improved customer service

    with less complaints and waiting enquires to occupy their time, staff are able to improve the personalised service that they provide

CLIENT QUOTES

  • “Qudini is a great automated queue management system, that has made progression of TopGolf in the UK possible. Qudini has given more confidence to our staff by providing more tools at their fingertips, that help manage our site operations more efficiently, while providing accurate information our customers.”
    Mark Allden | General Manager, TopGolf Surrey
  • “Qudini has proven to be one of our most important tools!”
    Ashley Theeka | Guest Services Manager, TopGolf

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