Hershend Family Entertainment
Hershend Family Entertainment: Creating “Memories Worth Repeating” with UJET
12%
Decrease in Average Handle Times
6%
Reduction in Cost Per Contact
9%
Improvement in Net Promoter Score (NPS)
Background
The themed attractions and hospitality industry is all about creating memorable experiences and bringing people together. To do this successfully, companies must provide exceptional customer service, a task that has become more complex with the rise of digital and mobile-first consumer preferences. The challenges include managing high contact volumes during peak seasons, offering multiple contact channels, and maintaining a consistent and positive brand experience across all touchpoints. Guests expect seamless, personalized, 24/7 support on their preferred channels, whether that’s a phone call, text message, or chat.
For Herschend Family Entertainment Corporation (Herschend) the story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the world’s largest family-held themed attractions company, with a portfolio of more than four dozen properties, including destinations, resorts, theme parks, water parks, immersive experiences, and content enjoyed by audiences worldwide. While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Their 22,000 passionate hosts make this purpose possible through everyday acts of love and service—what they call Heartspitality®—the intersection of heart and hospitality. Following the belief that Together, we love in all we do, every day—caring for one another, welcoming our guests with warmth, and making a positive difference in our communities. To ensure this mission is reflected in every guest interaction, Herschend sought to unify its contact center operations under a single, modern, cloud-based platform.
Challenges
Three years ago, Herschend Family Entertainment embarked on a journey to centralize its contact center operations. The company recognized the need for a single, unified platform that could support omnichannel communication across all of its locations. The goal was to overcome the fragmentation of their existing systems, which made it difficult to provide a consistent and efficient guest experience across their various properties.
The company was challenged with finding a solution that could not only handle the complexities of a large, multi-property enterprise but also scale to meet the fluctuating demands of the hospitality industry. They needed a platform that would improve productivity and operational efficiency while simultaneously enhancing guest satisfaction.
Herschend’s team also recognized that to improve their guests' experience, they needed a partner that understood the importance of engaging guests on their preferred communication channels. They were looking for a forward-thinking solution that could adapt to the ever-changing landscape of customer preferences.
"UJET is more than a vendor; they are a strategic partner invested in our success. They are a perfect match for an organization seeking a modern, customer-centric contact center platform." — Vince Mavente, Contact Center Director, Herschend Family Entertainment
Solution
After a comprehensive evaluation process, Herschend Family Entertainment selected UJET as its contact center partner. The implementation was designed to be smooth and was customized to fit Herschend's specific pace and operational complexity. The UJET platform provided a centralized, omnichannel solution that unified Herschend's various contact centers, enabling a consistent and high-quality experience for guests regardless of which property they were contacting.
UJET’s solution offered the capabilities Herschend needed, including a robust suite of voice and digital engagement tools, along with powerful analytics and AI integration. This enabled Herschend to not only consolidate its operations but also to gain a deeper understanding of its guest interactions. The platform’s ability to integrate with Herschend’s existing systems and its ease of use for agents were key factors in the successful deployment.
The partnership with UJET has allowed Herschend to implement a scalable and forward-thinking solution that aligns perfectly with its evolving needs. This means they can continue to deliver personalized, high-quality service, even as the company grows and adds new properties.
"Since deploying UJET, we’ve seen measurable improvements across the business. Average Handle Times have decreased by 12%, we’ve reduced costs by 6% per contact, and most importantly, we’ve improved our Net Promoter Scores by 9% by being able to engage guests on their preferred channels. This partnership has allowed us to deliver the high-quality, memorable experiences our guests expect." — Vince Mavente, Contact Center Director, Herschend Family Entertainment
Results
Since implementing the UJET platform, Herschend Family Entertainment has seen significant and measurable improvements in its contact center operations. The company has realized gains in productivity through reduced handle times and cost savings by optimizing resource allocation across the enterprise. Specifically, Herschend has decreased its average handle times by 12% and reduced costs by 6% per contact.
Most importantly, the partnership has led to a noticeable improvement in guest satisfaction. Herschend's Net Promoter Score (NPS) has improved by 9% because they are now able to engage guests on their preferred channels, providing a more convenient and positive experience. The UJET platform has enabled Herschend to maintain its commitment to creating memorable experiences, even during support interactions.
UJET continues to be a scalable and forward-thinking solution for Herschend Family Entertainment. The company plans to leverage UJET's capabilities in Workforce Management, advanced analytics, and AI integration to further enhance its operations. With a robust product roadmap and a strong commitment to continuous improvement, UJET is positioned to support Herschend's continued growth and its mission of bringing families together by creating memories worth repeating.
See How Hershend Family Entertainment Made Great Customer Experiences Standard With UJET.
