These are unprecedented times. The golf industry has taken an initial hit, although not as hard as other industries dealing with this pandemic. On the positive side, we are one of the first sectors allowed back open, usually coupled with new rules and restrictions that have affected our operations and disrupted the “normal” way of doing things. And now we are seeing unprecedented demand for golf. Over the last 90 days, many of you are lighting up features that you’ve never needed before: Customer PreCheck, Cart Fleet Management, CPS Air (iPad solution), new credit card terminals with tap-to-pay options, and Online Reservations just to name a few. Additionally, states and local governments add their own twist to your opening with forced twosomes, single-cart riders, carry-out dining, closed golf shops, forced online check-in, and golf allowed only on Tuesdays and Sundays with 47-minute intervals if the wind is over 11 miles per hour. OK, that last one is made up but you get the point.
All of this has created a situation that we have never seen in the 27-year history of Club Prophet. Our incoming support volume from customers has exceeded our capacity to deliver the best-in-class customer service that we normally provide. For the last six weeks, our incoming support volume has increased 25% to 45% when compared to the previous year, weekends and holidays included. All 1,700 of our customers have had to significantly adjust their technology footprint, and they’ve all had to do it at the same time! In golf terms, we are inundated with fivesomes and sixsomes in 7-minute intervals and pace of play has taken a hit. In this analogy, the slow pace-of-play is equivalent to longer phone hold times and longer wait times for a technician to call you back. Nobody likes a 6-hour round of golf, and nobody likes waiting on hold while their critical software issues remain unanswered.
To counteract this incoming “Support Tsunami”, we have made the following company changes even with our mandated Work-From-Home environment: all part-time employees have been reassigned to the Support Team with increased hours, all full-time salaried employees capable of helping with support provide daily assistance to the support queue, we have tripled our weekend support personnel helping customers, and the last three weeks we have instituted Mandatory Overtime for all employees. Never in a million years would we have imagined “forcing” our employees to work more…but here we are. The response from our staff has been fantastic. We have never been prouder of our employees, the work ethic they’ve shown, and their effort in helping us get through these trying times!
While we are stretching our resources as much as possible to deal with the current situation, we know that you too are being stretched. Your business is forced to make these technology changes in order to stay open, and helping you stay open and maximize revenue is our sole focus. We will continue to do everything we can to keep your business thriving in this current environment, and we appreciate your continued patience until the support volume subsides and we are able to bring on additional resources.
While these problems are temporary, we believe that the larger implementation of technology in your operation will ultimately prove beneficial as more course websites are visited, more course-branded apps are downloaded, more golfers check themselves in, and more customer information is collected. In the meantime, if you find yourself in a bind or frustrated with a critical issue, please email me at firstname.lastname@example.org and I will do my best to expedite your issue.
Thank you for your continued business, and we look forward to better days ahead!
PO Box 521, Oakmont, PA 15139
(800) 793-1872 www.clubprophetsystems.com