Queensland Recreation Centre

Booking and Event Management

Client Overview

Queensland Recreation Centre (QRC), part of the Queensland Government’s Department of Tourism, Innovation, and Sport, operate significant sports and recreation venues across Queensland, offering diverse services such as sports camps, high-performance training, and community events. They sought to optimize their booking and event management systems to enhance operational efficiency and customer satisfaction.

Challenges

QRC faced challenges with redundant data entry, manual email management, and lack of integration with financial processes, leading to inefficiencies and increased risk of errors. They knew they needed a modern solution to streamline operations, improve customer experience, and support their strategic goals, but did not want internal biases and knowledge limiting the path forward.

Approach

CROFTI utilised a Business Process Improvement (BPI) methodology to address QRC’s challenges.

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 and innovative solutions to optimise processes and remove biases.

Collaboration: Engaging with QRC’s team to ensure the proposed solutions aligned with their strategic goals.

Solution

CROFTI delivered a structured strategy, tailored to the format and layout the organisation commonly uses so that it was easily and quickly understood. This included:

Reasoning: Detailed explanations for choosing ERP and SaaS solutions based on QRC’s specific needs and operational context.

Measures: Key performance indicators (KPIs) and metrics to track the success of the implementation and its impact on operational efficiency and customer satisfaction.

Roadmap: A clear, phased plan for implementation, highlighting short-term priorities to get quick wins and long-term goals to ensure a smooth transition and sustainable improvements.

CROFTI proposed two distinct approaches within the strategy that QRC could 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.

Expected Outcomes and Benefits:

Enhanced Customer Satisfaction: Intuitive booking interface and increased transparency.

Operational Efficiency: Automation reduces manual workload, allowing staff to focus on high-value tasks.

Revenue Management: Accurate billing and increased venue utilisation.

Data-Driven Decision Making: Analytics provide insights for strategic planning.

Compliance and Security: Improved data security and disaster recovery.

The BPI Project Timeline:

For CROFTI, the timing of milestones throughout the process felt a little drawn out, but we soon learnt that this was common, and necessary, for an organisation of this type. We needed to maintain a close collaborative approach, which QRC enjoyed as we progressed slowly through the process.

Planning and Review: 3 months to conduct a thorough review of existing systems, gather feedback, and perform data analysis.

Business Process Improvement Report: Delivered within 6 months, providing detailed findings and recommendations for system enhancements.

Client Feedback

Queensland Recreation Centre were extremely pleased with CROFTI’s approach. They commended the thoroughness and efficiency of the process, highlighting the professionalism and speed with which CROFTI delivered the project. The feedback emphasized how the systematic review and tailored recommendations significantly contributed to their strategic goals. The collaborative effort and clear communication throughout the project ensured a positive experience for all stakeholders, solidifying CROFTI’s reputation as a reliable partner in business process improvement and system integration.