Missouri Pen Tours

The Flybook | Missouri State Penitentiary

Top Improvements After Implementing The Flybook

20hrs

SAVED EACH MONTH IN REDUCED INCOMING CALLS, INCREASING STAFF PRODUCTIVITY.

75%

OF ALL RESERVATIONS BOOKED ONLINE.

Service

EXCELLENT PARTNERSHIP & ONGOING SYSTEM DEVELOPMENT RESULTS IN RESOLUTION OF MANY OPERATIONAL CHALLENGES.


About Missouri Penn Tours

The Missouri State Penitentiary served as the state of Missouri's primary maximum security institution in Jefferson City, Missouri in operation from 1836-2004. In 2009, the prison re-opened as a tourist attraction. Today, more than 20,000 people tour the Missouri State Penitentiary each year, where visitors can take various historic and paranormal tours.

Before Flybook

Challenges

FAST GROWTHIn recent years, the prison experienced as high as 47% growth year over year, causing “growing pains” in managing crowds, incoming reservations and processes. UNCLEAR ONLINE BOOKINGPrevious online reservation process and user interface caused client confusion with too many steps to book a tour. There were very few reservations made online and instead people just called to speak with someone. UNSATISFACTORY CUSTOMER SERVICERather than feeling like a partner in business, Missouri Pen Tour’s previous reservation software provider treated them as a transaction. They were consistently pointed to tutorials when faced with challenges and not provided acceptable solutions. 

“Our previous reservation system was not terribly user friendly at times. People would go to the website, get frustrated and call the office. We spent hours on the phone each day, taking us away from managing the tours and really affecting our productivity.”

— Sheila Sanford, Missouri Pen Tours

After Flybook

Solutions

HIGHER ONLINE CONVERSIONThanks to The Flybook’s booking software, Missouri Pen's reservation process increased conversion (people visiting the website into paying customers) from almost zero online bookings to 75%. PARTNERSHIPMissouri Pen Tours has a true partner in their business who is jointly invested in their success. The two companies enjoy a mutual and ongoing relationship working together on their everyday pain points and challenges. INCREASED PRODUCTIVITY, TIME SAVINGSInstead of spending several minutes booking each reservation and manually sending confirmation emails and reminders, The Flybook system automates the process and allows staff to focus more on managing their tours and being with guests. 

“What I appreciate most is The Flybook’s ability to get things handled and quickly solve the operational pain points we have come across at Missouri Pen Tours over the years. My previous reservation software provider would rather send me to their online tutorial than collaborate with me. I’m very happy with the experience I’ve had with The Flybook and their new and improved platform.”

— Sheila Sanford, Missouri Pen Tours