Case Study: The Richmond Olympic Oval
Success Story
Leading in Excellence and Innovation with a Flexible Membership Management Platform
The Richmond Olympic Oval once hosted the 2010 Olympic and Paralympic Winter Games in Vancouver, British Columbia, Canada—and continues to serve surrounding communities as a premiere sports and wellness facility. The Oval relies on PerfectMind to manage over 170 types of activities and sports programming, streamline member interaction, and administer online promotions and payments.
Results
30
Minute
wait time eliminated
1,493
Calls
deflected each week
29%
Increase
in online sales
Their Story
The Richmond Olympic Oval is Western Canada’s premiere high-performance sports and wellness center. The 362,000 sq. ft. waterfront facility has served over 5 millions guests, from health-oriented families to aspiring Olympic prospects mentored by world class coaches.
Their Goal
Improve the customer experience while reducing employee workload.
The Oval’s cutting edge facility was hampered by software that inconvenienced members and staff. Their goal was to seamlessly blend newer technology with human interaction, so they could continue to grow their facility on pace with their potential.
We are no longer afraid of being left behind. Because the features continue to roll out... [PerfectMind] gives us the time to focus on our passion and develop cutting-edge programs and exceptional service for our clients.
Jordan Mottle
Program Manager of Community Sport
Their Solution
The Richmond Olympic Oval was excited to learn a centralised platform would support all membership and facility booking management needs. They chose a solution that would keep up with the rest of the facility's innovative equipment and systems. The integration of all facility aspects afforded greater efficiency, allowing them to deliver the world-class customer service and performance they are known to provide.
Features
- Scanners at entry
- E-waiver Digital Documents
- ROX Ticketing
- Gift Cards
- Discount and Promo Codes
- Membership Auto-Renewal
- Online booking and account access
- Email Marketing Templates
Results
- Reduced false entries by 43%
- Decreased paper storage by 56%
- Eliminated ticketing fees paid to Ticketmaster, etc.
- Added new revenue stream
- Increased purchase incentives
- Hands-free boost in customer retention
- Increased customer control, reduced employee workload
- Simplified promotional efforts and increased revenue
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Their Success
Increased accessibility and customer satisfaction
The flexibility of PerfectMind empowers the Richmond Olympic Oval to serve their growing communities without the needless tedium. Employees can now address all software features in one place and streamline communication between departments. Members can now manage their memberships and scheduling online, reducing service wait times for customers and staff alike.
Results include:
- 29% increase in online sales
- 1,493 calls per week deflected
- 30-minute wait time eliminated
- 72% increase in online presence
- 43% decrease in non-member access
- 56% reduction in paper storage
“We were going to get 3 or 4 different software [programs]. With PerfectMind, we took the modules we needed and got them all in one software."
Hussein Kurji
Manager of IT
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