Shaka Zipline, located in idyllic Kauai, has been operating for over 13 years, providing thrilling zipline experiences to visitors. We recently met with Peter, who purchased the business in December 2022, to hear about a day in the life of a Wherewolf operator.
After inheriting an outdated digital waiver system, Peter made the switch to Wherewolf and has been enjoying the improved efficiency and increased customer satisfaction ever since.
The Challenge
Upon purchasing Shaka Zipline, Peter inherited a waiver process that used Smart Waiver – which had previously been an upgrade from paper waivers.
However, the Smart Waiver system created inefficiencies, requiring the reservation team to manage waivers through a separate platform, resulting in delays during the check-in process.
This system proved especially cumbersome when dealing with large groups on tight schedules: Shaka Zipline needed a solution that would not only streamline waiver management but also seamlessly integrate with their reservation system, FareHarbor.
The Solution: Wherewolf
After exploring various options, Peter found Wherewolf, a digital waiver solution that integrated seamlessly with Shaka Zipline’s existing systems. Wherewolf’s ability to communicate directly with FareHarbor was the deciding factor in the switch, offering significant advantages over Smart Waiver. With Wherewolf, Peter and his team could access waivers directly through FareHarbor, allowing them to handle all guest information in one platform.
This seamless integration eliminated the need for the reservation team to toggle between platforms, saving time and reducing errors.
“Smartwaiver was costing our reservations team; when you’ve got to go into their program, you gotta search for their name, then you’ve gotta go here and there… if you’ve got 30 minutes to get 12 people in and ready, geared up, out the door, you don’t have that kind of time”
Peter, Shaka Zipline
Key Benefits of Switching To Wherewolf
- Seamless Integration with FareHarbor
Wherewolf’s integration with FareHarbor allowed Peter's team to manage waivers within the same system they used for reservations. This not only made it easier to track guest information but also eliminated time-consuming processes, allowing for quicker check-ins. - Improved Customer Experience
The simplicity of Wherewolf’s system allowed guests to complete their waivers easily, either before arrival or on-site using an app. The streamlined process saved valuable time during busy check-in periods, ensuring that guests could spend more time enjoying their experience rather than handling paperwork. - Increased Review Generation
Wherewolf's follow-up emails helped drive a significant increase in customer reviews. Shaka Zipline saw a notable uptick in reviews across platforms like TripAdvisor and Google, with a 4x increase on TripAdvisor and a nearly 4x increase on Google in the last 12 months. The QR code system in their shop, combined with Wherewolf's automated review prompts, played a crucial role in this success. - Cost Savings
Switching to Wherewolf not only improved operational efficiency but also offered cost savings. Wherewolf’s pricing was more competitive compared to Smart Waiver, which had been implementing price increases. This further solidified the decision to switch. - Waiver Emails Boosting Pre-Arrival Completion
Wherewolf’s ability to send out waivers based on the arrival date, instead of the booking date, creates immediacy and urgency - resulting in more waivers being completed, more time saved onsite, and more accurate data from guests.
“If you’re thinking about using Wherewolf, go for it 100% – come to the new phase! Come to Wherewolf”.
Peter, Shaka Zipline
Results
Since switching to Wherewolf, Shaka Zipline has experienced significant improvements in both operations and customer experience:
- Time Saved: The integration with FareHarbor and the user-friendly interface have reduced check-in times and made waiver management more efficient.
- Increased Customer Reviews: Automated follow-ups and the in-store review prompts contributed to a surge in positive reviews, enhancing Shaka Zipline's online presence.
- Cost Efficiency: Wherewolf's pricing was more competitive, allowing Shaka Zipline to save on operational costs.
- Recommendation: Peter highly recommends Wherewolf to other businesses in the adventure tourism industry, citing its modern approach, ease of use, and excellent customer service.
Peter and his team at Shaka Zipline have reaped the benefits of Wherewolf’s digital waiver system. The seamless integration with FareHarbor, improved customer experience, increased review generation, and cost savings have all contributed to the success of Shaka Zipline. Peter continues to advocate for Wherewolf, encouraging others in the industry to make the switch for a more modern and efficient waiver solution.
Our team is thrilled to support Peter and the rest of the adventure tourism industry with industry-leading innovation and insights – if you'd like to find out more about what makes Wherewolf unique, request a demo from our team today.