In the evolving world of travel, staying ahead of your competition requires not only innovation but also a deep understanding of customer needs. Go City, the world’s largest sightseeing pass, has been at the forefront of this revolution, providing travellers with seamless access to the world’s most iconic destinations. The partnership between Go City and Palisis / TourCMS has connected them to resellers in strategic and streamlined ways, driving growth and enhancing the customer experience.
The skinny on Go City: they contract with 1500+ attractions worldwide with 28 destinations and counting, from major landmarks to local tours and unique experiences that pair well with top-tier museums and attractions. Their app has 7.5M active users and phenomenal download rates, with all the details for the pass, maps and discounts inside of their custom navigation tool. This puts further emphasis on the app’s popularity and success.
The Power of Two-Way Connectivity for Real-time Confirmation
One of the standout features of the Palisis platform that Go City has leveraged is its robust two-way connectivity. In a landscape where real-time data is crucial, this feature has been invaluable. Take, for example, a 3-day pass holder who arrives in-destination at their first attraction, scans the pass to enter (and activates the pass for the next three days), and in real-time, an API call is made validating the pass, and instantly logs the use in that attractions reporting system. With Palisis, Go City can seamlessly integrate and automate with a multitude of partners, ensuring that Go City and their partner attractions have access to the most up-to-date information, whereabouts and tracking.
This connectivity extends beyond just the booking process. It allows Go City to maintain a dynamic relationship with their customers throughout their journey, offering real-time updates and personalised recommendations based on their location and behaviour.
Jigger shared, “This real-time tracking enables us to offer custom, timely engagement. A traveller enters an iconic observatory by scanning their pass; within 30 seconds we send a push notification through the app thanking them for choosing the attraction and reminding them before leaving to redeem their special drink QR code. This is targeting the customer at the right time, with the right information enhancing the customer experience.”
Cutting-Edge Technology Generating Customer Insights
In the highly competitive travel industry, understanding customer behaviour is key to delivering exceptional experiences. Go City uses customer behaviour and propriety res tech to guide its innovation and tailor offerings to meet the unique needs of each traveller. Based on real-time scans and patterns (a collection of customer behaviours), Go City can offer curated options that make the most sense, similar to having a concierge in your pocket. This not only elevates the customer experience, but also provides Go City with the data needed to continually refine and improve its offerings.
Think about it this way: a visitor buys a Go City pass for London, arrives two months after purchasing online, and then enters an attraction. Using anonymised data, Go City can determine the likelihood of travellers visiting one attraction after another, such as the Tower Bridge, followed by the Tower of London. This real-time insight into visitor journeys and patterning is guiding them in their roadmap forward.
Massive Growth Through Channel Management
In 2023, Go City rolled out a new channel management program, which has led to significant growth and wider ticket sales. The program allows Go City to manage their relationships with third-party distributors effectively—removing manual processes and ensuring that its products are available to customers wherever they choose to book.
“The introduction of our channel management program has been a pivotal moment in our growth, and since its implementation, it’s given us the ability to reach more customers in more markets than ever before,” says Jigger. “It has streamlined our operations and opened up new revenue streams.”
By automating many of the processes involved in managing these relationships, the Palisis platform has allowed Go City to focus on what they do best: providing and designing unforgettable travel experiences whilst passing along big savings to its users.
Why Go City Selected Palisis / TourCMS
Go City was looking for a partner with an extensive list of resellers, reliable connectivity, and a team that delivers on their promises. Jigger expressed that since TourCMS was already supporting and integrated with a highly respected, high-volume operator in Madrid, this would make an immediate integration from the offset. They were looking for a solution that would help them spread their business offerings rapidly.
Jigger notes, “What really sets Palisis apart is their team. They’ve been with us every step of the way, providing support, guidance, and aligned to the pace we want to expand. Their commitment to our success has been truly outstanding.”
In summary, Go City wants to move fast in certain markets, and sometimes, other travel tech solutions are not able to move at the same rate and be responsive. But Jigger complimented our team on our ability to move at their same pace, not holding them back from swift expansions. Plus, he experienced our honesty and integrity in not overselling and actually delivering on what we promised, which has solidified the value of the relationship.
Final question: what is one word that describes Palisis? Jigger said, “resources.” He went on to say that our availability with support, ability to recover when needed, and documentation and training leave them feeling well-resourced.
Go City’s partnership with Palisis has not only empowered them to deliver exceptional experiences to their customers but has also driven significant business growth. Through the power of two-way connectivity, cutting-edge travel technology, and a robust channel management program, Go City is well-positioned to continue leading in the attractions pass sector. And with rich connectivity, the future looks brighter than ever.
The Belvedere has been an operational Palisis customer since 2021 and is one of the most iconic attractions in Vienna; read about their connectivity journey.