How Kelly Canyon Offers Premium Experiences for Skiers and Staff
Overview
Kelly Canyon Resort, a staple of Southeastern Idaho, has served families for generations offering beginner to expert level ski terrain within a short drive of the surrounding community. Being handed down through generations, when the new owner, Mike, took over the resort there was a museum of different systems and tools from all generations.
Seeking simplicity and efficiency, Mike and his management team explored multiple booking and point of sale systems before discovering Singenuity.
The Challenge: Disconnected Customers Journeys
With multiple systems in place, much of the customer touchpoints were adorned with numerous computer screens and arduous steps to complete simple processes. As guests arrived expecting a full-service experience, the Kelly Canyon team did so but at the cost of time and resources.
“We signed-up with Peek Pro because they said they had a rental system. They didn’t have a rental system. So now we are running two systems to capture payments and another to manage rentals.” – Doug, Kelly Canyon
Not only did disconnected systems create problems for the Kelly Canyon team, forcing them to constantly reconcile between systems, it also affected the customer experience. Guests were required to share information at multiple touch points slowing down their quickness to the mountain and increasing wait times.
The Singenuity Solution: Unified, Continuous Customer Journeys that Convert
Singenuity partnered with Kelly Canyon to explore opportunities to simplify and supercharge their operation. This was largely solved by bringing all of their customer touch points, whether digital or physical to one seamless platform.
“In the past, we’d have a restaurant software, gift shop, and rental shop software. So, I mean, really we’ve probably used 7 different systems when it comes to it. Singenuity has been able to tie that all together: restaurant, rental, gift shop, ticketing, school and give us a global snapshot we love to see.” – Mike, Kelly Canyon
As data was shared between their customer touchpoints, customers no longer needed to spend time with additional card swipes, waiver data entries, or waiting on separate systems to communicate. Beyond that, Mike and Kelly Canyon team saw an increase in revenue as their systems were optimized.
“Our upfront checkout process has been cleaner and better. We’ve picked up a percentage of sales because it’s been easier. And when you are selling season passes to families and you can capture a 10% boost in that checkout process, that’s a big deal.” – Mike, Kelly Canyon
Key Benefits of Singenuity at Kelly Canyon
🎿 Ski rentals simplified – scan in/out equipment, DINs automatically applied to ensure proper fit and customer safety, rentals purchased with tickets.
💰 Increased revenue in online sales – Customers can checkout with greater ease, with options for add-ons, cross-sellings, and rentals leader to a higher conversion rate and AOV.
🎓Ski school digitized – “This is first software we’ve introduced that they’ve actually embraced” Now that they are running on Singenuity, my goal is to triple the ski school business next year and Singenuity will allow us to do that.” – Doug, Kelly Canyon
📈 Revenue and reporting optimized – All revenue in one system, all staff trained on one system.
Looking Ahead: Long-Term Partners in Growth
From day one, Kelly Canyon and Singenuity have shared the goal of an excellent experience. Focused on creating a premium experience not only for customers and families that visit, but for all the lifties, ticketing staff, and any workers at Kelly Canyon.
“The onboarding process with Singenuity and their team was first class, the best we’ve ever experienced. The ease of software, the ability to change things on the fly, their willingness to work with us to answer the phone! I mean, that sounds silly, but that’s a big component to us that when we have an issue that we know we can call and get somebody. It’s been great as Singenuity adapts with our needs, you know, it’s not always it’s not a one size fits all solution.”
– Mike, Kelly Canyon