When software helps parents have fun at the playground

The fun doesn't start at the playground. Preparation starts days in advance with the software tool that makes the visit easy and smooth.

It's Monday afternoon, dad is sitting on the sofa at home, thinking about the weekend ahead. He has promised the family an activity that will lift everyone’s spirits -something to take their minds off school, work and everyday life. An idea springs into mind: A trip to the playground! What could be more fun than that?  

Then Dad gets worried about what to expect: Queues at the front door. Time spent waiting endlessly for your turn. Impatient and grumpy children. His dream is to give his children an unforgettable experience of fun and games, while he can relax with coffee and free wifi. The fear is that the joy will be ruined even before the children have entered.
Will it be too much hassle and stress? Will Dad have to cancel the trip to the playground?

Lacking the tools

- Families are used to turning up at a playground without knowing whats ahead of them. Kids might see the mascot at the front door and just want to kick off their shoes and get going. But during the busiest visiting hours, they may have to wait, says Claus Skovfoged, CEO of the family activity centre Funplays.

Dad can finally relax when the family is inside and the kids are having fun. Suddenly, his stomach starts rumbling, he wants to buy some food and maybe a nice cup of coffee would do him good. But at the counter, there's an endless queue of parents looking for the same thing.

Soon the children turn up and say they are hungry too. And now the queue at the food counter is even longer. The kids aren't having fun anymore, Dad is exasperated and all expectations are shattered. Do they just leave, head for home?

- “How do we make the whole experience as smooth as possible? How can we make it easy to be our guest? “These were the problems we wanted to solve, says Skovfoged.

Funplays has 13 activity centres in Norway, Sweden and Denmark and welcomes one million guests a year. The employees are called "Funplays heroes", who use their superpowers to give guests the highlight of the day.

- Our mantra is "have fun, be active". This means that you should enjoy yourself and have a good time with your family. And after your visit, you should leave with a sense of happiness.

But how do you create happiness for everyone? Funplays lacked a tool that allowed families to plan their visits. An opportunity to go to the playground without worries. Without stress.

Understanding a family's needs

Then the heroes found their sidekick. Batman found his Robin. A technological solution that turns the visit into a delightful experience - even for the adults. 

- Fuse gave us what we needed. The first thing Fuse did was to build a website that is fully integrated with our systems, so we could work more efficiently. Then they built an app that makes the whole customer experience smoother," says Skovfoged.

In the app, the family can buy tickets and get a QR code that allows for direct access. The app also displays the programme for the day, such as the timing for when the mascot will appear to the delight of children. But this is just the start, says Skovfoged.

- Fuse has also developed a loyalty programme where families can earn points and receive news and promotional offers from our partners. And with the app, you can pre-order food so it's ready when you arrive. Espresso House is also part of all our centres, and of course, there's free Wi-Fi.

After their visit, customers can submit feedback on what was good and what has room for improvement. This allows Funplays to maintain a close dialogue with guests and use the information to improve and develop new and better services.

- The app provides each family with personalised options, including a family account. Fuse's developers have no problem identifying and understanding a family's needs. They quickly recognise our needs as well and build the functionality accordingly.

This is what Fuse created for Funplays: 

1. Homepage
Fully integrated with their systems so they can work efficiently. 

2. App
Families can buy tickets in advance, view the programme for the day, earn loyalty points, receive promotional offers and provide feedback on their visit.   

3. Dashboard
A clear and efficient system for keeping track of large groups that are booked, such as birthday parties. Avoids a lot of time spent creating Excel files. 

Simpler. More flexible

Funplays had digital tools prior to Fuse entering the scene, but utilising these led to more work - not less. Employees were working inefficiently and across systems, which meant they weren't following up with customers well enough either. Furthermore, they worked a lot with Excel files, for example when many guests were booked for a birthday party.

- So Fuse developed a dashboard instead, where we could collate that data more clearly and efficiently. This has saved us many hours of work, says Skovfoged.

In Fuse, we get more than just a service provider, he says.

- We came up with a problem, and their solution was better both operationally and commercially.  In addition, Fuse has continuous suggestions for smart solutions. It's a good dynamic. We have the partner we want.

The result is that everything is simpler and smoother for the employees. And for the guests.

Dad can buy the tickets on Monday and the whole family enters hassle-free on Saturday - and everyone can enjoy the pre-ordered food whenever they want. Furthermore, Funplays already knows how many customers are expected and can plan accordingly.

So the kids can "have fun, be active".
And Dad can drink coffee and relax. 
"Happiness that last," mission complete.