Combining high-volume multi-attraction tourism bookings, complex logistics, & seamless internal and external operation integration into one comprehensive software package.
A Skyrail Rainforest Cableway & CustomLinc Case Study.
Introduction:
Skyrail Rainforest Cableway, based out of Cairns, Australia, is one of Far North Queensland's most iconic tourism experiences. With timed departures of at least 80 passengers every 15 minutes, its operation must integrate with bus transfers, train departures, retail sales and packages offerings with key partners such as Queensland Rail and other tourism agencies.
Skyrail and CustomLinc have had a long-standing successful partnership since March 2016. Prior to working with CustomLinc, Skyrail was using a legacy reservation system that had reached the end of its lifecycle and was no longer fit to handle the demands Skyrail placed on it. The system needed an upgrade; Skyrail needed a modern tourism reservation system.
The CustomLinc solution:
Skyrail undertook a thorough evaluation process, with an extensive list of operational requirements their new system needed to meet.
Key elements of the solution included:
- A robust reservations system capable of managing high volume, with the ability to scale availability in line with operational demand and sync with timed transport and attraction departures.
- Seamless handling of bus & train transfers from multiple pickup points with configurable routes, pricing and availability control, to optimise bus & train utilisation.
- Supporting train seat assignment with unlimited seat classifications, pricing, and availability controls, including carriage management and seat blockouts.
- Offer comprehensive reporting capabilities, including custom report creation and automated scheduling for email distribution.
- Allocation management and distribution of manifests and final documents for agents, partners, direct bookings, and local tour operators. Streamlining invoicing.
- A simplified frontend experience to reduce staff training time and minimise booking errors through system design and usability. Supported by a highly sophisticated backend.
- Include a separate testing and training environment and built-in error checking.
- Be fully PCI compliant, support barcode-based ticketing, provide API integrations, agent portals, and an integrated retail POS.
- Provide & maintain a website booking engine with live, real-time availability and website bookings feeding directly into operations and accounting.
CustomLinc's system was able to meet these requirements, clear timelines and scope boundaries about what was achievable immediately, and what would be delivered into the future (as both companies and systems developed) were communicated from the beginning. This transparency, coupled with CustomLinc's deep understanding of the tourism industry, the philosophy & values behind the business, and references from existing CustomLinc clients within the industry played a key role in building confidence that CustomLinc and its systems were the right long term partner for Skyrail.
The implementation process:
CustomLinc delivered a fully tailored tourism reservation and retail platform designed around Skyrail's unique operational model. Importantly, CustomLinc provided Skyrail with a dedicated project manager and hands-on support throughout implementation, including on-site assistance to ensure the system was configured correctly and staff were fully prepared.
The results:
Since implementing CustomLinc's system, Skyrail has seen significant operational and business benefits such as:
- Improved operational efficiency due to reduced manual processing and booking errors, and the ability to reallocate staff time to higher-value activities.
- Better staff experience due to ease of training for new and seasonal staff, intuitive workflows for frontline and management users, and reliable overnight booking and after-hours functionality.
- An enhanced customer experience through a smoother purchasing journey across agents and online channels, greater confidence in availability and departure accuracy, and more flexible self-service web bookings.
- And a stronger direct bookings performance via an increased emphasis on website bookings, reduced reliance on commission-based channels, and greater flexibility during seasonal fluctuations and weather-related disruptions.
A message from Skyrail:
"The complexity of Skyrail's business requires unique and innovative solutions to maximize capacity yet allow our guests to enjoy an effortless experience. The CustomLinc team have been working with us since 2016 to successfully achieve these solutions and to continue to plan for the future." - Serena Colbran, Business Systems Coordinator, Skyrail