Langer’s increases revenue and customer satisfaction with WaitWell

About the project

Improving queue and appointment management at Ottawa International Airport Authority

Langer’s Entertainment Center in Sherwood, Oregon, faced issues with long lineups, line abandonment, and customer frustration. Since adopting WaitWell in September 2022, customers can scan a QR code to view real-time wait times on their mobile devices and see live updates on a lobby display. This keeps them informed of their wait time without needing to manually check with staff, allowing them to enjoy other activities or purchase food and beverages at their restaurant while they wait.

Overview

Langer’s Entertainment Center in Sherwood, Oregon, offers a variety of attractions including bowling, rock climbing, laser tag, and a restaurant/bar. To improve customer experience and streamline operations, Langer’s implemented WaitWell in September 2022. WaitWell allows customers to view real-time wait times via a QR code, lobby display, and a web app enabling them to enjoy other activities while they wait.

“Having this all available has made it possible for us to develop a Disneyland style web app for our guests to make informed decisions on what attractions to sign up for with accurate information regarding wait times, without having to have to dedicate staff members to updating the wait time.”

Ryan Barajas
Marketing Manager, Langer’s Entertainment Center

This solution has enhanced guest satisfaction, reduced staff workload, and improved operational efficiency.

Challenge

Mitigating operational challenges with long lines, frustrated customers, and ineffective solutions

Langer’s Entertainment Center struggled to manage lineups at its four main attractions—bowling, rock climbing, laser tag, and the high ropes course—each with unique capacity limits. Long lines created blockades throughout the venue, frustrating customers and leading to numerous refunds as many guests were unable to experience the attractions. This also prevented customers from spending money elsewhere, as they were stuck saving their place in line.

After trying a competitor’s solution, which delivered inaccurate wait times and a confusing interface, Langer’s realized they needed a more robust, full-featured platform. They sought a solution that could handle the specific needs of each attraction, offer accurate reporting, and improve both customer and staff experience across the entire venue.

Solution

WaitWell’s easy implementation and insights

Langer’s Entertainment Center successfully implemented WaitWell in September 2022, with the support from WaitWell’s customer success team ensuring a smooth transition. The platform allows customers to scan a QR code to view real-time wait times for all attractions on a mobile web app, where they can see wait times at a glance and even join the line directly from their phone. This frees them up to enjoy other attractions or dining options while waiting. The system also includes a lobby display, enhancing visibility for attractions like the rock climbing wall. WaitWell’s intuitive interface and real-time reporting have streamlined operations, enabling staff to manage queues efficiently and improving the overall guest experience.

Results

Reduced wait times, improved efficiency, and better client satisfaction

Langer’s Entertainment Center saw a significant impact just days after implementing WaitWell. The system led to a 119% increase in attraction utilization and a 3% rise in food and beverage revenue. In fact, their highest general admission revenue day occurred on just the fourth day of using WaitWell. By improving both customer experience and staff efficiency, WaitWell helped reduce line abandonment and allowed customers to spend more time—and money—at other areas of the venue.