WEMBLEY GOLF COURSE
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What were the issues you faced before using the eGolf Cart Waiver?
Like many clubs, we used carbon copy books to capture the signed waivers from those hiring our 70 golf carts. The issue is that these books are expensive and the costs were really starting to pile up. Most importantly, we also felt that the patrons didn’t like having to complete the waivers using old school pen and paper - they’d clearly prefer the digital option if given the choice.
As per State Records Act 2000 (details), we have to maintain copies of the signed waivers for 5 years which also took up a significant amount of storage space - not to mention the filing process that we’d also have to go through on a daily basis. And as with many other Australian golf clubs, we’ve seen a spike in interest since COVID’s hit, so we wanted to put a more efficient system in place to help make operations run more smoothly.
How did you find working with Contractor-HQ to implement the system?
They were fantastic. They were able to customise the platform to meet our requirements which was great. It was a simple process to upload all of our golf carts and get the QR code stickers which we scan to manage the whole process. We pointed out that we wanted to use the system to also manage hire sets and they were able to adapt the system to meet this requirement which was great.
Like many clubs, we used carbon copy books to capture the signed waivers from those hiring our 70 golf carts. The issue is that these books are expensive and the costs were really starting to pile up. Most importantly, we also felt that the patrons didn’t like having to complete the waivers using old school pen and paper - they’d clearly prefer the digital option if given the choice.
As per State Records Act 2000 (details), we have to maintain copies of the signed waivers for 5 years which also took up a significant amount of storage space - not to mention the filing process that we’d also have to go through on a daily basis. And as with many other Australian golf clubs, we’ve seen a spike in interest since COVID’s hit, so we wanted to put a more efficient system in place to help make operations run more smoothly.
How did you find working with Contractor-HQ to implement the system?
They were fantastic. They were able to customise the platform to meet our requirements which was great. It was a simple process to upload all of our golf carts and get the QR code stickers which we scan to manage the whole process. We pointed out that we wanted to use the system to also manage hire sets and they were able to adapt the system to meet this requirement which was great.
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We’d always wanted to improve how we collected the postcodes of our patrons which is used by our marketing team and they were able to adjust the forms to capture this information electronically. During the implementation, we loved how easy it was to make changes to the waiver forms in case any new government changes pop up on the horizon.
How was the customer experience when you went live? They loved it. If we get new golfers hiring carts, it takes them 30 seconds to complete the whole process. If they’re a returning golfer, the system remembers their details (via their mobile number) and it can all be signed off in around 10 seconds which is great customer service. |
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ABOVE: Carts and Equipment are assigned unique QR Codes (NFC and Contactless also available)
How did your team members find it?
They also loved it. It simplified the overall process, as now all they have to do is grab the patrons receipt of hire, scan the QR code which is associated with the golf cart or piece of equipment they’re hiring out then pass the tablet over to the patron. For the golf carts, we stuck the QR codes on the keys which made it simple and for the equipment like the golf clubs, we put the QRs on a board which we use to pinpoint whichever bit of equipment’s being signed out. And once the carts and equipment arrive back, they just have to scan the same QR code and the job is done. In the future, we’re keen on implementing the condition reporting module which will help us maintain everything in good working order.
Are you able to quantify the ROI from implementing the eGolf Cart Waiver?
Firstly, we no longer have to purchase the carbon copy books we used to capture the signed waiver. To explain, some days we manage up to 170 cart and equipment bookings and we had to purchase around 50 boxes of books in the last 12 months, so this was a significant outlay as they’re not cheap.
Besides from it being environmentally friendly, it also resulted in time savings as it cut the amount of time it takes for the staff to take customers through the process. It also reinforces to customers that we’re serious about maintaining our carts and equipment in good working order, so we believe it’s helping enforce a higher rate of compliance too.
Lastly, we no longer have to file all the completed forms which is another significant saving as we can make much better usage of this space.
They also loved it. It simplified the overall process, as now all they have to do is grab the patrons receipt of hire, scan the QR code which is associated with the golf cart or piece of equipment they’re hiring out then pass the tablet over to the patron. For the golf carts, we stuck the QR codes on the keys which made it simple and for the equipment like the golf clubs, we put the QRs on a board which we use to pinpoint whichever bit of equipment’s being signed out. And once the carts and equipment arrive back, they just have to scan the same QR code and the job is done. In the future, we’re keen on implementing the condition reporting module which will help us maintain everything in good working order.
Are you able to quantify the ROI from implementing the eGolf Cart Waiver?
Firstly, we no longer have to purchase the carbon copy books we used to capture the signed waiver. To explain, some days we manage up to 170 cart and equipment bookings and we had to purchase around 50 boxes of books in the last 12 months, so this was a significant outlay as they’re not cheap.
Besides from it being environmentally friendly, it also resulted in time savings as it cut the amount of time it takes for the staff to take customers through the process. It also reinforces to customers that we’re serious about maintaining our carts and equipment in good working order, so we believe it’s helping enforce a higher rate of compliance too.
Lastly, we no longer have to file all the completed forms which is another significant saving as we can make much better usage of this space.
ABOVE: eGolf Cart Waiver - Analytics Dashboards
What were some unexpected benefits from using this platform?
Like many clubs, we take bookings online via our website which is great for gathering data which we can use for marketing. When the customers now complete our new waiver form, they have to enter in their email address which we’ve also been able to use to supplement our database as it’s easily exported via a single click.
Like many clubs, we take bookings online via our website which is great for gathering data which we can use for marketing. When the customers now complete our new waiver form, they have to enter in their email address which we’ve also been able to use to supplement our database as it’s easily exported via a single click.
In roughly 2 months of usage, we captured approximately 4,500 email addresses and around 50% of those were new records which was great considering our database was already at 70,000!
- Jason Roach, Operations Manager, Wembley Golf Course
We now have a dashboard which shows how many carts have been hired out per day. This data is great for comparing against the tills, but it also lets us identify when our busiest days are so we can make informed decisions around staffing.
Would you recommend the eGolf Cart Waiver to other golf clubs hiring out golf carts and equipment?
Absolutely. It's a no brainer. I'd certainly recommended it to all facilities around Australia, not only to simplify the process, it's great for storage. Our staff really got a kick out of going to a platform that’s so new and unique. The patrons coming through are used to completing paper waiver forms at other clubs, so they love it that it’s all digital with us. It’s also better for the environment, so I’d definitely recommend it to every golf facility in Australia.
Would you recommend the eGolf Cart Waiver to other golf clubs hiring out golf carts and equipment?
Absolutely. It's a no brainer. I'd certainly recommended it to all facilities around Australia, not only to simplify the process, it's great for storage. Our staff really got a kick out of going to a platform that’s so new and unique. The patrons coming through are used to completing paper waiver forms at other clubs, so they love it that it’s all digital with us. It’s also better for the environment, so I’d definitely recommend it to every golf facility in Australia.
