Recommendation

Based on our analysis of the Pump It Up of Roselle Park, our team has come to the conclusion that two information systems could be improved in order to be more successful and efficient.

Problem: 

Customer Duplicate Accounts 
According to PIUSMS there are currently about 51,000 customers in the database. Out of all of those customer accounts 12,000 customers are duplicates. Customers forget to update their primary account information which leads the company creating duplicate accounts with updated information.

Our Solution:
Our team’s recommendation to the duplicate information problem is adding to the weekly-to-do-list dedicating an hour each week for an employee to work on the Customer De-Dupe database which eliminates and minimizes duplicate accounts so the issue won’t be backed up as it is with its current 12,000 duplicates

Problem:

Miscommunication of event details

PIU SMS generates a report of each event which is called the EIS. The EIS is what the Party Pros at Pump It Up will use in order to complete the customers order for their event. There are many instances where a event host would like order/add something on late minute, in that event the Party Pro will write on the EIS in a red pen with the updated information. At this point the order is most likely to be completed as far as execution based upon the Party Pro's communication with other Party Pros. Frequently, the EIS sheet gets lost, destroyed or there are times where the Party Pro will forget to even write the added on items/experiences to the EIS. In a result there are items that customers are not being charged for which equals missed revenue. 

Our solution:

Simple. Go paperless! Going paperless will, in the long run, save time, money and trees. At check in when the party host is checking in with Party Pro, the Party Pro will make the change on their tablet and it will automatically update everywhere so when another Party Pro tries to see what the party host has ordered for their party, everyone is up to date and there will be no confusion or missed orders/revenue.



Overall Suggestion:
Making an application for smart phones and tablets. Allow customers to make reservations through an application on their phone. Also allow them to use their phones to check in once they arrive in store. This application should also have a points system for rewards, every 5th visit they could receive a next visit for free. This would be an incentive to keep customers happy and organized.