VUE, the UK’s
largest operator of modern multiplex cinemas, is
close to completion of a major IT overhaul which
involves adding new point-of-sale and head
office technology to its 50+ multi-screen cinema circuit
nationwide. Around 700 point-of-sale terminals and
150 self-service kiosks are being installed with
VCSTIMELESS Vista software, an integrated retail
and hospitality system developed specifically for
cinemas. Voice recognition software and online
ticketing solutions are also part of its queue-busting project,
along with additional modules for improved management
of the business, including extra analytical functions,
cash management, film programming and back office
reporting tools. The six-month rollout, at a rate
of two cinemas per week, is to be completed in September.
Queue
busting with self-service kiosks
According to Roland Jones, IT Director at VUE, new self-service kiosks for ticket
collection, online booking, and an integrated system will mean that customers
will no longer have to queue repeatedly when they want to buy drinks or popcorn
from concession stands. For the 550 screen circuit attracting over 30 million
customers a year, improved reporting, stock control and staff management will
lead to significant reductions in operating costs, he says.
“ The new system is allowing us to reduce the strain at peak times and
allows us to be more efficient at quieter times through the use of a single point-of-sale.
What’s more, having the right number of people at the right time means
more efficient use of staff. And now that customers can pick up their tickets
at concession stands, we are seeing an uplift in hit rates which is adding additional
sales per person. All newly installed sites are well on their way to hitting
or exceeding their business case,” says Jones.
Other benefits cited include considerably less paperwork, from what was previously
a spreadsheet-driven operation and largely manual processes - for planning staff
rotas, or film schedules - to an automated system uploaded directly from head
office. Staff claim the touch-screen system to be much easier to use; and management
benefit from better informed decision-making, such as film programming based
on regional, weekly takings, as opposed to gut instinct or personal tastes. Queue-busting,
particularly at weekends, is also said to be extremely effective, because customers
can now go to any till. At quiet times, such as late at night, Jones says that
labour costs have been reduced, because traditionally they always had to have
staff in the box office area at the same time as the food and drink stands.
Ticket at any till
By offering a 'Ticket at any Till' option and ATM’s at which you
can purchase as well as collect pre-booked tickets, the service levels we can
offer our guests have improved beyond recognition,” says Steve Knibbs,
Chief Operating Officer at VUE. “The introduction of one integrated state-of-the-art
operating system across the circuit will give us a competitive advantage over
our rivals as it will allow us the opportunity to offer better customer service,
more choice and easier ways for us to offer new ideas in sales and promotions.”
A single solution for a growing estate
Vue, which has grown through the acquisitions of various cinema chains including
Warner Village Cinemas, found itself with a number of out-dated systems, and
Jones says that a single integrated solution for the entire estate was a major
factor in upgrading its existing systems to Vista through VCSTIMLESS. A return
on investment for the multi-million pound project is expected within three years,
he says, and the efficiencies generated so far have far exceeded all expectations.
The “Chicago” project: meticulous
planning
The 6 month project, due to be completed in August 2006, has remained on time
and on budget thanks to the dedication of a 7-strong VCSTIMELESS team working
closely with Roland Jones and his team of 6 VUE engineers and 6 trainers. Weekly
operations meetings, monthly steering group meetings, events and monthly newsletters
ensured the 1000+ man-day rollout, project-named “Chicago”, remained
on track.
The Vista solution first went live in the Harrow pilot site followed by the remaining
VUE estate at a rate of one per week, switching to 2 per week from the beginning
of April 2006. Once the project is fully rolled out, the system will be used
by over 1000 users on site and 20 at head office.
About VUE
Vue Entertainment formed in May 2003 following the acquisition of Warner Village
Cinemas by SBC International Cinemas. Vue Entertainment is the largest operator
of modern multiplex cinemas in the UK. It is also the market leader in the critical
London market and has the second largest market share in terms of box office
in the UK. Investment has been made to complete the refurbishment of all Vue
cinema foyers in the country. Vue remain committed to building and developing
the highest quality modern multiplex cinemas in Europe and will be opening almost
20 new sites in the next 2-3 years
http://www.myvue.com/
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