Queensland Recreation Centre

How Queensland Recreation Centre Built a Confident Path to Modern Operations with CROFTI

Client Profile

Industry: Sport and Recreation (Queensland Government — Department of Tourism, Innovation, and Sport)

Size: Operator of significant sports and recreation venues across Queensland, offering sports camps, high-performance training, and community events

Engagement: Business Process Improvement (BPI) review of booking and event management

The Challenge

Queensland Recreation Centre (QRC) operates significant sports and recreation venues across Queensland. As operations scaled, the business was caught in a familiar trap: redundant data entry, manual email management, and booking systems that did not integrate with financial processes, driving inefficiency and a higher risk of errors.

The leadership team knew a modern solution was necessary to streamline operations, improve customer experience, and support their strategic goals. But they did not want internal biases and knowledge limitations to constrain the path forward. The real risk was not inaction, it was investing time and money in the wrong solution.

The CROFTI Approach

CROFTI applied a Business Process Improvement (BPI) methodology, built around understanding how the business actually operates before recommending any technology.

The approach included:

  • Data collection and analysis: gathering detailed feedback from staff to understand day-to-day operations and identify pain points.
  • System review: conducting an in-depth analysis of current systems to highlight inefficiencies.
  • Innovative thinking: introducing outside perspectives to optimise processes and remove internal biases.
  • Collaboration: engaging QRC’s team throughout to ensure proposed solutions aligned with their strategic goals.

Throughout, CROFTI maintained a close, collaborative pace. While some milestones felt drawn out, this rhythm proved both common and necessary for an organisation of this type and one QRC valued as the work progressed.

The Shift in Perspective

CROFTI delivered a structured strategy, tailored to the format and layout QRC commonly uses so it could be understood quickly and easily. Rather than a single fixed answer, the strategy gave QRC a clear basis for decision-making:

  • Reasoning: detailed explanations for recommending ERP and SaaS solutions, based on QRC’s specific needs and operational context.
  • Measures: key performance indicators and metrics to track implementation success and its impact on efficiency and customer satisfaction.
  • Roadmap: a clear, phased plan highlighting short-term quick wins and long-term goals for a smooth, sustainable transition.

CROFTI proposed two distinct approaches for QRC to assess against their own short- and long-term objectives:

  • ERP-based solution (e.g. Odoo): customisable modules for booking, event management, financial integration, and customer portals.
  • SaaS-based solution (e.g. Checkfront): real-time availability, booking capabilities, comprehensive reporting, and seamless integration with platforms like Perfect Gym.

The Outcome

Following the BPI engagement, QRC had a clear, evidence-based strategy and a phased roadmap,  the planning and review phase completed in three months, and the full Business Process Improvement Report delivered within six.

With implementation, the strategy is expected to deliver:

  • Enhanced customer satisfaction through an intuitive booking interface and greater transparency.
  • Operational efficiency as automation reduces manual workload, freeing staff for high-value tasks.
  • Stronger revenue management through accurate billing and increased venue utilisation.
  • Data-driven decision-making, with analytics providing insights for strategic planning.
  • Improved compliance and security through better data protection and disaster recovery.

Why It Worked

The CROFTI difference lies in starting with the business reality rather than the technology. By gathering staff feedback, reviewing systems in depth, and introducing outside thinking to remove internal bias, CROFTI helped QRC avoid a costly, premature decision and instead build a staged, confident path forward.

QRC were extremely pleased with the approach, commending the thoroughness, professionalism, and speed of delivery. The systematic review and tailored recommendations contributed directly to their strategic goals, and the collaborative effort and clear communication throughout ensured a positive experience for all stakeholders, solidifying CROFTI’s reputation as a reliable partner in business process improvement and system integration.

Not Sure Where to Start With Modernising Your Operations?

CROFTI’s SmartStart helps organisations move from uncertainty to clarity, identifying where the right systems and automation create value, and building a practical roadmap aligned to how your business actually works.

Let’s start the conversation.