For over a century, Lund Gruppen has captivated nearly five million visitors annually with unforgettable moments at their attractions, including the renowned Kongeparken and Skånes Djurpark. The secret behind their enduring success lies in their thorough attention to guest satisfaction and seamless operational management.

Challenge

Håkon Lund, CEO and with the obligated title "Master of Fun" of the fourth-generation family business, views every aspect of the visitor experience—from marketing to booking and attending—as crucial. He emphasizes the importance of a frictionless process: "We take a broader view of the customer experience and consider the whole process from marketing, booking, and visiting as equally important parts. No part of the experience should have friction or hassle and must work every time," says Håkon.

Ensuring that guests feel informed and cared for from the moment they book is paramount. Lund Gruppen strives to offer detailed, clear information about bookings, proactive tips to enhance visits, and flexible options to adjust packages, enriching the customer journey before, during, and after their visit.

 

Solution

In partnership with iTicket, Lund Gruppen has developed a sophisticated booking service that caters to the needs of diverse audiences at Kongeparken in Vestlandet, Norway, and Skånes Djurpark in Sweden. The iTicket platform provides a multilingual, user-friendly interface that simplifies the planning and payment of visits, including tickets, accommodations, and activities, all within a single site.

Håkon highlights the integrated features that reduce booking barriers: "We have focused on reducing all possible frictions that could prevent people from booking and visiting us. For example, we offer a wide range of localized payment services. It is also possible to see the availability of attractions and find accommodation among Lund Gruppen's own offerings or partners."

The partnership also enables dynamic pricing, which helped manage visitor flow during the restrictive periods of the COVID-19 pandemic and continues to optimize guest distribution to prevent overcrowding.

Results

Immediate Outcomes

The adoption of iTicket has revolutionized how Lund Gruppen manages visitor engagement and bookings. The platform's ability to offer real-time availability and dynamic pricing has significantly enhanced the efficiency of operations and customer satisfaction.

Long-Term Benefits

The long-standing collaboration with iTicket has fostered continuous innovation and customization of services that align perfectly with Lund Gruppen’s operational needs and guest expectations. Håkon appreciates the personalized support from iTicket, which includes a dedicated business manager, facilitating timely updates and feature enhancements.

"Our season is short, and it is important that our partners are available to us when we need them. This works well with iTicket. We have found a close working relationship characterized by direct and open communication where we constantly give each other feedback. That's why we succeed so well together," concludes Håkon.

To fellow industry colleagues Lund Gruppen would like to say...

Håkon advises other businesses to seek partners who not only provide robust technological solutions but also offer a commitment to ongoing support and development. Building a relationship based on open communication and mutual feedback is key to adapting and thriving in a dynamic market.

In summary, Lund Gruppen’s century-long legacy of creating magical experiences is now supported by a cutting-edge ticketing solution that ensure every visit is as enchanting as the attractions themselves. Through their partnership with iTicket, they continue to innovate and excel in providing memorable experiences to millions of guests.