Customer Spotlight: West Covina
Goal: Fast and Reliable Solutions for Better Customer Experience
The city of West Covina, located in the suburbs of Los Angeles California, is known for its beautiful public parks made up of valleys and natural landscapes. To make registration easier for city residents, West Covina set an ambitious goal to implement a system that would allow park visitors to register for recreation programs on their mobile phones, with a timeline of 6 weeks to implement. With DaySmart Recreation, West Covina found a software solution that would simplify the registration process within the expected deadlines.
The Challenge: An Ambitious Goal Under a Tight Deadline
West Covina needed a software solution that would improve customer and community engagement in just 6 weeks.
The Solution: Collaboration and Attention to Detail
The DaySmart Recreation team went straight to work by gathering all the necessary pieces of information from staff and stakeholders, and by visiting all the major facilities in West Covina. They also met with Staff and Management to get a better understanding of the business and the needs of their customers.
After several days of discussions with West Covina staff and management, and hours of evaluating their business processes, the DaySmart Recreation team created an in-depth plan for implementation and training. The West Covina team was able to start using their tailored solution right away and felt comfortable with the system’s simple and comprehensive platform.
Implementation: A Highly Skilled Training Team
Within weeks of the deadline, the DaySmart Recreation Implementation and Training team trained the entire West Covina staff, set up the system with all financial and banking requirements, and prepped online systems for customers.
As a result, West Covina staff members and customers became experts on the new platform and found it simple to use.
Solution: More Revenue and Improved Customer Solutions
Since the implementation in January 2016, the West Covina staff quickly caught on to the software’s familiar interface and user-friendliness. Their department has seen a 10% increase in revenue, improved customer relationships, and bettered communication across all full and part-time staff members. Thanks to DaySmart Recreation, West Covina can access trends in registrations, see which programs are working, and find which programs need improvement.
“Customers are doing a lot of things themselves, saving staff because most of the work is done online. Overall our staff really like DaySmart Recreation.”
Covina Public Services Superintendent