Case Study: GRS Park

About GRS water park

​GRS Fantasy Park is one of Mysore city’s favorite tourist destinations. It is an amusement and water park for the entire family. It is spread across a sprawling 35 acres of lush greenery on the Mysore-Bangalore highway. Mysore’s only Amusement and Water Park Average Footfall per day is 2000–3000 and 3000–4000 at Peak time.

Challenges:

1. Managing High Volume of Inbound Calls

• Handling a substantial influx of inbound calls, averaging 400 calls per day, presents a significant challenge. 
• ​Task becomes especially daunting when considering the manual effort required to process each call and construct a comprehensive customer database from the vast amount of incoming data.

2. Bottleneck in Customer Cost Estimation (Commercial)

• ​The bottleneck observed at the payment and query counter results in excessive time and effort investment, leading to negative feedback from customers. 
• ​This bottleneck is evident in the long queues at the customer check-in, causing frustration and dissatisfaction among patrons.

3. Live Feedback Collection

• ​The post-sales experience poses a significant challenge, particularly in scenarios where daily customer check-ins exceed 1000.
• ​Gathering live feedback becomes particularly arduous in such high-volume situations, hindering the ability to promptly address customer concerns and improve overall satisfaction levels.

4. Management Complexity in Paytm QR Code Payments

• The existence of 18 counters across various locations and 13 billing machines (QR codes) for Paytm transactions introduces a management challenge. 
• ​Monitoring and keeping track of all transactions and payments received become arduous tasks for the management due to the decentralized nature of these operations.

Applications used by GRS water Park

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Solutions provided by viaSocket

1. Excellent Customer Interaction Management with Google sheet integration

• ​When customers call GRS with questions, their information is sent to Google Sheets after the call.
• ​They also receive a feedback text and can start a direct chat on WhatsApp for further help, all managed easily with viaSocket EBL.

2. Simplifies Group Check-in and Billing

• ​When a group checks into the waterpark at GRS, the staff enters their details and counts into a ZOHO form.
• ​viaSocket then sends the estimated bill amount to the customers via SMS or WhatsApp, as well as to the ticket counter.
• ​Customers can then head directly to the counter and pay the estimated amount hassle-free.

3. Improved management with real time feedbacks 

• ​Once customers are onboarded, they'll get a feedback form on their mobile phones through the MSG91. After they submit their feedback, the data is stored in Google Sheets as a database.
• ​Depending on whether the feedback is good or bad, staff will promptly approach the customer to address any issues in real-time. 

4. Centralized Management of Payment Transactions with viaSocket

• ​When customers purchase a product and make payments via Paytm QR code at various locations or stores, all these transactions are seamlessly integrated using viaSocket. 
• ​viaSocket then transfers all the Paytm payment transaction data to a single Google sheet, where details are segregated based on the store.