This month was great as we saw a down turn in Enhancement Requests for the Encore Ticketing Platform, which is a sign of maturity for a product. This down turn allowed us to focus on new projects to impact the bottom line, such as the Loyalty Program, the Referral Program, and the new centralized Reporting initiative. The most important project we have been able to complete was the Loyalty Program, which is slated to go live around the corner. This allows our Guests to accrue points every time they cruise with us or purchase any experience that is part of the Hornblower family. We are starting out by giving points just for Hornblower.com events but that will grow over time to cover the entire suite of products we offer.
During the month of October we built out the awarding of loyalty points, the redemption of points via our checkout, the refunding of the points, and the servicing of these points in both the call center (salesforce) and the box office. We hope that this will generate a high amount of excitement for our guests as they will start to have Accounts and will be able to login to those accounts to redeem their points. This includes Olivia Sorgman‘s work in gathering the requirements and ruleset around the business for how to award points. In her role as the Product Manager for Encore Studio she will be gathering detailed requirements for better scoping of every project. She is dedicated to working with stakeholders across the business to hear their needs, document them, and assess what we build here in engineering.
Aside from the Loyalty Program, we are diligently gathering requirements for the wholistic charter platform. Olivia has been meeting with the accountants, DOSs, sales folks, and managers to understand the ideal design of the Charter system. She is compiling a detailed document with deep levels of granularity so that when we do the engineering for this everyone has a full understanding of the requirements.