Hattiesburg Zoo modernizes operations with new, flexible platform from Connect&GO
by Andrew Friedenthal
Integrated attractions technology company Connect&GO has built their success on delivering innovative software solutions with a unique, customer-focused methodology that places each client at the center of a totally individualized process.
“We don’t see ourselves as just a tech provider – we see ourselves as part of the guest experience,” says CEO Dominic Gagnon. “Like our clients, we’re in the business of relationships. Attraction operators focus on creating unforgettable moments for their guests, and we bring that same mindset to our work with them. That shared focus on people over platforms is what sets us apart.”
One of the ways the company implements this philosophy is by assigning a dedicated customer success manager, who shepherds each client through the entire implementation cycle, from assessing their needs to launching and maintaining their software. Additionally, Connect&GO recently launched a Customer Advisory Board specifically to provide a space for clients to talk about their needs and struggles, with an eye towards sharing knowledge and learning about potential solutions.
Hattiesburg Zoo’s new Attraction Management System
Case-in-point: Hattiesburg Zoo in Hattiesburg, Mississippi. The facility is a multi-gated attraction, combining traditional zoo environments, family rides, a high-ropes adventure course and the waterpark Serengeti Springs. Now celebrating their 75th anniversary, the zoo reached out to Connect&GO to help modernize their operations and technology systems.
Hattiesburg Zoo opted for Connect&GO to deploy their flexible Attraction Management System, a modular platform that connects guest-facing and back-end touchpoints to create a seamless experience both for guests and managers [see sidebar].
“The successful rollout at Hattiesburg Zoo and Serengeti Springs shows how technology, when designed hand-in-hand with those on the front lines, can create unforgettable guest experiences while giving teams the control, clarity, and confidence they need to thrive,” says Stéphanie Dionne, a Connect&GO customer success manager.
The customer success manager works directly with the client through the different phases of their project and relationship. “The Attraction Management System isn’t just built for attractions – it’s built with them,” says Dionne, who functions as a primary point of contact with Hattiesburg Zoo.
Customizing the platform to the client’s needs
Dionne was on-site at the Hattiesburg Zoo during the project’s implementation and onboarding phase, working closely with the zoo’s Demetric Kelly, director of guest services and retail, and Salem Bunkheila, director of operations. The process began with several months of weekly virtual check- ins, where Dionne listened closely to Kelly and Bunkheila to fully understand the zoo’s needs and concerns, and translated their insights and requirements into the specific technological solutions offered by Connect&GO. “We had the opportunity to build a strong bond,” says Dionne. A critical part of her role is ensuring the Connect&GO technology becomes an integral part of a customer’s operations. “We’re there to allow the clients to better understand the platform, to make sure that we gather all of their feedback, and to help them make the most out of the platform,” she says. “Demetric and Salem are very detail-oriented. There was a lot for us to learn, both visual and operational. They are also both very proud of their park and facility. We wanted to provide a system that would deliver exactly what was needed, and enhance that pride.”
Post-launch, Connect&GO remains involved with their clients, with the customer success manager serving as a point of contact who is aware of the client’s history and goals. In practice, this means the Connect&GO customer success manager works with the client to map out a success plan. For example, Dionne met with the Hattiesburg Zoo team to map out their main objectives for the coming year and to determine what key factors will make their next season successful.
Whether a client’s objectives are financial, operational, or based on some other specific goal, this success plan helps chart a path that allows the client to get the most benefit out of their Connect&GO platform.
The Customer Advisory Board
Another client resource is the Customer Advisory Board that Connect&GO recently launched, bringing together industry leaders from across North America and Europe to discuss challenges and share knowledge.
“The Customer Advisory Board is a new initiative that’s managed within our customer experience department,” Dionne says. “The goal is to bring together clients to share and learn from one another.” Among these clients is the Hattiesburg Zoo, with Demetric Kelly serving as a Board Member.
In an industry where everyone is busy concentrating on their park’s operation, it is often difficult for professionals to keep in touch with other experts in the field. “We wanted to give them that space,” Dionne notes, “and the opportunity to meet those other experts and talk about their challenges, their wins, and industry trends. They are able to share and learn from one another in a low-stress, virtual environment.”
As host, Connect&GO gains valuable insights into what challenges their clients are facing and identifies ways that they can help implement solutions through their suite of products. “It’s critical for us to be aligned with their constantly evolving needs as well as the realities of the industry,” says Dionne.
The Customer Advisory Board allows Connect&GO to make sure that their plans for the future are actively meeting their client’s needs. “There’s a sense of validation when we see that some of the challenges our customers need to overcome are things that we’re already planning to integrate into future solutions,” she says.
As with Connect&GO’s implementation at the Hattiesburg Zoo, the Customer Advisory Board is just one piece of the company’s larger goal to foster a tight-knit working relationship that benefits both organizations. “We’re there in a professional capacity,” says Dionne, “but we know our clients are extremely passionate people who love the industry and frequently feel it has become a part of their DNA. We want to be a part of that too.”
Both the customer success manager role and Connect&GO’s Customer Advisory Board’s existence fit into a broader mission that is near and dear to the technology provider: helping place that technology into the wider themed entertainment industry as a tool of engagement on multiple levels. “We’re not just a software supplier; we really see ourselves as a piece of the whole ecosystem of the attraction industry,” Dionne explains. “Just as the client is at the center of our business, we think Connect&GO is central to the entire attraction experience, both for operators and guests.”
You can learn more about Connect&GO at www.connectngo.com and about the Hattiesburg Zoo and Serengeti Springs at hattiesburgzoo.com. •
Attraction Management System
Hattiesburg Zoo launched Connect&GO’s Attraction Management System earlier this year. Designed on real-world insights from operators and the day-to-day challenges they face, the platform brings together everything modern parks need in order to deliver seamless, engaging, and efficient operations, including:
- Cashless payments with pre-loaded funds, enabling quick, contactless payments throughout the park to reduce wait times and improve convenience.
- An interactive park map simplifies reservations of premium products such as cabanas and parking spots and displays availability in real time.
- A virtual wallet that stores all guest essentials (including tickets, entitlements, and information for cashless payment) in a single QR code or RFID wristband, with no app download required.
- Personalized e-commerce tools, enabling the zoo to deliver targeted offers based on guest behavior and preferences, including rewarding loyal visitors.
- Advanced access control that manages entry to the park as well as access to up- charged attractions like the carousel, train, and ropes course, helping to optimize guest flow, maintain safety protocols, and provide a more customized experience.
- Centralized data and reporting with all the operational data consolidated into one real-time dashboard that enables smarter business decisions, improved resource planning and more personalized engagement strategies.
For more details on the installation and operations at Hattiesburg Zoo, visit bit.ly/4kayzAh to get an in-depth look at how the project came together.
