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“One wristband to rule them all”: the power of Connect&GO’s integrated attractions management platform

The firm’s unique platform connects all touch points of a guest’s journey for a frictionless experience

Connect&GO is a global leader in RFID technology, known for its intuitive operating management systems for the attractions, leisure, sports and entertainment industries. It launched its disruptive virtual wallet-driven platform for the attractions industry, Konnect, in 2020.

Anthony Palermo Connect&GO
Anthony Palermo

A cloud-based ecosystem fusing ticketing point-of-sale software with integrated e-Commerce, the management of season passes, memberships, bundles, party bookings, waivers, smart access with capacity control, restaurant and retail POS software, marketing automation and CRM, financial management and more, Konnect is a revolution in the ticketing field.

When purchasing a ticket, the guest’s virtual wallet, effectively the digital passport central to the Konnect ecosystem, can be assigned to a wearable, an RFID card, or directly to their mobile device. This wallet contains all the entitlements to personalize their experience. For instance, their access, benefits or discounts, virtual currency (cashless payment), pre-purchased items, and more.

Anthony Palermo is the co-founder of Connect&GO. He spoke to blooloop about the company, the evolution of Konnect, and the future of tech solutions.

The origins of Connect&GO

Connect&GO’s genesis came when Palermo, who was running a theatre company at the time, decided to shift to a career in tech. Using the Gartner Hype Cycle, he identified RFID as the next big thing.

He qualifies this:

Connect&GO logo

“When you synthesise it down to a few sentences, it sounds clever. It’s a survivalist way of making a way through the world. I was going to go into tech, without being a true technophile or technician. I felt that I wanted to go into something relatively unexplored, where there wasn’t, as yet, any great expertise. Then, I could develop that expertise and have something singular and unique.”

When he first became involved with RFID and was positioning himself with the technology, a group that had invested in a software development company approached him and raised the idea of opening an RFID school. He comments:

“I had started this firm by that point. But I suggested I should take some of that investment and use it to build out this engineering and consulting firm and to get into training and certification. Today, it sounds cool, but it was, in fact, quite mundane. After all, the beginning of artificial intelligence sounds cool, but, back in the day, artificial intelligence was just three or four people knocking away at a keyboard, trying to figure out maths equations. It was quite unsexy at the time.”

Exploring the potential of RFID

This, however, was his way in:

“These investors had office space, and a line of credit they could offer. That gave me the breathing room to be able to explore and make some moves. Training and certification in RFID technology was the start, and it was also a way to add credibility.”

This, he explains, fed the engineering and consulting that was the primary focus:

“The engineering and consulting led to product development, which led to system development for companies.

“It wasn’t like Steve Jobs, for example, who said, ‘I think everyone needs a computer in their pocket,’ and created the demand. For me, it was the complete opposite. It was, ‘Where’s the money, and what are people willing to pay for?’”

Jump into the future of attractions youtube video

“If I could develop systems that were justified, that had business cases and ROI case studies; if I could build a product, and have the R&D financed by my customers, we would all benefit from it.”

Pre-events industry, Palermo did many interesting things with RFID:

“I was doing wild stuff,” he says. “Vote counting using RFID, or garbage trucks that automatically brake a certain distance from the employee wearing the vest when backing up. Each of those projects was fostering an environment of innovation. I was encouraging my entire team to think outside the box and to consider how this would apply. 

“It was about studying and understanding, from a business standpoint, but also ergonomically, how this fit within a business context, or an employee’s day-to-day operations.”

Personalising events

This led to the team getting into events:

“An event is never trying to do the same thing they’ve already done,” he says. “Every single event wants to be better, different, more innovative than the last time. They can’t always afford it, but that’s what they want. Deep down, their instinct is to ‘wow’ their guests.”

ConnectGO-RFID-wristbands-at-Super-Aqua-Club

Personalisation through RFID technology is a way to do this:

“It could be an explosion of confetti that goes off as you enter an event because it’s your birthday.

“Or, at one point I did a record launch for a band. People brought their invitations with them, and there was an RFID chip integrated into each that was personalised to that invite. When the guest showed up holding the invitation that had to be shown at the door, the readers would detect the chip at about two metres, and a video would be projected on the wall, where the band – who had recorded the videos in advance – would welcome that person by name to the album launch.

“This was 10, even 12 years ago. When we got into doing pure events, while we wanted to do access control and cashless and so on, we knew exactly what could be done with the technology. So, we wanted to do something fun. It was a case of, if we were going to spend all this money and do this, then let’s do something fun.”

Connect&GO and the attractions industry

When the company pivoted into leisure in 2017, it brought that ethos and that experience to an industry that, arguably, is conservative, when it comes to change:

“We thought, ‘We still have this energy. We have the experience, the passion and the innovation. Let’s share it and see where it goes,’” he says:

“There have been some projects, of course, where the clients have wanted us to tone it down or scale it back. But the ones we connect with (no pun intended) – are the ones that have a vision that is not just for immediate, better, more connected guest experiences, but that is also looking to the future, and planting the seeds for the next generation of guests. And, by the way, in this tech world, a generation is maybe five years.”

ConnectGo-Harnessing-the-Full-Power-of-Guest-Data

“There are some forward-thinking innovators in this space – people from all age groups – that see what’s next. If we aim for the moon and only make it halfway, we’re at least up there in the stars. That’s what is making me tick, these days; having those conversations.”

Presenting Konnect

This brings us to Konnect’s potential in the space characterised by the shift from live events to permanent attractions.

Palermo explains:

“The realisation that this platform not only needed to exist but would need to continue to evolve, came as we were connecting touch points. For instance, lockers, doors for hotel rooms, an access control touchpoint, a cashless payments touchpoint, and a photo kiosk. These are all points of engagement, where the guest is tapping their wristband or scanning their phone. We realized there were 12 systems here: for every touchpoint, there was another system.”

It is not practical for operators to have to attempt to connect multiple systems. In fact:

“It’s next to impossible,” he says. “There is no advantage to that singular system. It has value to the operator, but if it has no real value to the share price of that software system, there’s no incentive to help connect the guest experience.”

Connect&GO-product-trio

“Connect&GO has always, conversely, wanted to help out. We put the stakeholders, meaning the people that could be using the system, over the shareholders.”

This is not, he stresses, to diminish in any way the importance of the shareholders or anyone who has invested in the company. It is, however, an approach that differentiates Connect & Go:

“We explained to our board that what would make us different was that we were offering something revolutionary. We were going to provide an all-in-one platform. One that was integrated with all these touchpoints.”

An innovative solution

The system goes further than even that, focusing not just on integrating the different touchpoints, but also then doing something with all the data that is being collected. This is where the Konnect system is unique:

“Data has always been collected, but in 12 different silos. Now, we’re taking it all into one.”

This means the data can be cross-referenced with other data to build 3D profiles:

“I can start to see the person. So, I don’t just have the ticketing data that tells me a name and a postal code; I now also have spending and engagement behaviour. I know how many rides they went on, how many photos they took, and that they are a family, so do they need a waiver pack? That means I can start to build buckets around profiles and say, ‘This is what the family wants. This is what the teenager wants. This is what the roller coaster enthusiast wants.’”

konnect-Connect&GO

“That’s because we have data. Without all that data, it’s hard for us to be able to make better decisions, and to market products properly, at the proper time; at the proper price.”

However, he adds:

“Unless you’re able to extract that data, make sense of it, and make operational decisions based on it, it’s just data.”

Konnect leads to a frictionless guest experience

This realisation informed Connect&GO’s decision to focus on integrated systems. He comments:

“The more integrated the system, the more we can extract data, cross reference it, build better projections, and be able to take decisions in real-time. The industry we came into was an industry of fragmented guest experiences. We felt that if our client is the operator, their client is the guest, and we need to be focused on them. That’s how we approached it.”

Connect&Go product Konnect in use at amusement parks

The result is a system that makes the guest experience frictionless, while efficiently leveraging data for the benefit of guests and operators.

“Leveraging the data to be able to make better decisions is at the core of what we do,” he says. “That’s how we start. But the second – and extremely important – element is connecting the peripheral touchpoints, to make something of this.

“As an example, if you call us and say, ‘Hey, we want your ticketing system,’ we’ll deliver a ticketing system, but then it gives us an access control touchpoint and ticketing purchase touchpoint. The idea is to build an ecosystem, so let’s get the lockers in there, too. We’re not trying to sell these things. We don’t sell lockers. We’re saying that the more you connect, the richer the data and the information that you’re going to pull.”

Konnect in action at WaTiki

Connect&GO recently implemented its Konnect attractions management platform at WaTiki Indoor Waterpark Resort in Rapid City, South Dakota. After becoming one of the first attractions in the US to bring in the all-in-one solution, the waterpark is now providing a frictionless guest experience to its visitors.

The attraction is home to more than 30,000 square feet of swimming pools and water slides. It is the largest indoor waterpark in the Dakotas, featuring five hotels and a large arcade, as well as restaurants.

Connect&GO Watiki

Konnect’s eCommerce ticketing, POS and cashless functionality are combined at WaTiki with integrations for access control gates, gaming cards, lockers, waivers and more. This means that guests’ data is centralised in their virtual WaTiki Wallets, where both the visitor and the operator can see it in real time.

Konnect: one wristband to rule them all

Palermo explains:

WaTiki had a vision; specifically, ‘One wristband to rule them all’. They used to have different wristbands, plus the room key and a card to go play the arcades. It was a lot of media on site, so they said, ‘What if we had one vehicle; one wristband that allowed the guest to do everything?’

“This would allow them to unlock the door into the waterpark area. It would be the ticket that validates whether they’re allowed there or not. It would be their arcade token system, and their wallet, so they could go and buy a slice of pizza. The idea was about being able to connect it all.”

konnect-by Connect&GO

A key benefit of Konnect is that it can bring together data from more than 12 different sources and communicate in real time. Visitor data is kept in virtual wallets, and the connected ecosystem means they can access entitlements with just a tap of their wristband or by scanning a QR code. Connect&GO’s commitment to helping operators leverage data unlocks unprecedented opportunities through the power of an integrated platform and real-time data.

WaTiki uses Konnect’s e-commerce ticketing for purchasing online, which also allows their guests to maintain their own accounts. There, they can see their purchase history, upload cashless funds and see the balance on their wristbands.

Bringing together several processes

The resort also has Alvarado access control gates which are sliding glass doors that open with a simple tap, a large arcade powered by Intercard, and electronic lockers by vLocker, all of which are integrated with the Konnect platform.

“Having a completely connected system means that our wristbands can be used to power a complete guest experience,” he explains. “For example, our wristband can be used on all the Intercard arcades, and we can sell Intercard tokens on the Connect&GO point of sale. What makes the integration we have with Intercard so fun, too, is that we’ve simplified it. The WaTiki arcade has around 50 classic and modern video games.

“We also have full integration with VLocker for the locker system.”

Connect&GO RFID Super Aqua Club

This, he stresses, is an important point:

“For water parks, as well as the larger FECs, a locker to put your stuff in is essential. So, the integration with the lockers is a big deal. It’s one of those things that doesn’t sound that sexy, but let me tell you, people are really happy about it.”

Konnect is a complete solution

Guests can use their virtual currency during their visit by tapping their RFID wristband. This allows them to play arcade games, buy items in the gift shop, buy food and drink and access their locker.

The Konnect platform makes it easier for our guests to enjoy everything our resort has to offer, and it gives our operations team the real-time data they need to deliver an exceptional experience.

Lauren Ebert

“Connect&GO has helped us create a guest experience that is modern, frictionless and completely connected,” says Lauren Ebert, general manager. “The Konnect platform makes it easier for our guests to enjoy everything our resort has to offer, and it gives our operations team the real-time data they need to deliver an exceptional experience.”

Reinventing park operations at Fabrikus World

Another venue to enjoy the benefits of the Konnect platform is Fabrikus World, the largest park in the South of France.

Fabrikus World is a unique beachfront attraction. It implemented the Konnect all-in-one management platform to power a modern and seamless experience using connected technology and real-time data, resulting in simplified operations and maximised profitability.

Connect&Go Fabrikus World Konnect

Using the flexible Konnect platform and its new integration with Alvarado dormakaba, Fabrikus World has improved the security at its facility while creating a seamless experience for guests and operators alike.

Before, the park had open access and used paper ride coupons for their rides. But now, guests pay a nominal fee to enter the park and buy digital tokens (called “Fabcoins”) that are used to access rides, food and beverage items and more. With a simple tap of their RFID media at strategic entry points, the appropriate number of tokens is deducted, and access is granted.

The new access control integration has helped Fabrikus World reduce staffing requirements and power fast and convenient access throughout their park. The park has also implemented Konnect’s photo platform for high-speed ride photos. This is a way for guests to preserve their happy memories, and for the park to generate extra revenue.

“Connect&GO’s highly flexible and integrated technology has helped us completely reinvent our park operations,” says Jean Champetier, co-owner of Fabrikus World. “With the Konnect all-in-one management platform, we can improve our ROI and create a more engaging guest experience.”

Konnect comes to Méga Parc

Connect&GO’s Konnect platform has also simplified operations for Méga Parc. This indoor entertainment destination is a major tourist draw in the Quebec City area.

With over 1 million guests each year and many different games and activities available, Méga Parc was looking for a comprehensive system to manage ticketing, access control and private reservations on the same platform.

Mega-Parc-carousel-new

With Konnect, Méga Parc can manage all its systems in one place. This results in a smoother experience for guests and operators. Visitors can buy tickets and make reservations online and have their credentials tied to a barcoded wristband that they can use to quickly access the park and activities.

With one centralised platform, park operators have a detailed overview of all guest activities that is easy to use and access in real time.

A flexible approach

Highlighting the platform’s flexibility, and the Connect&GO level of service, Angelina Miconiatis, manager at Méga Parc, says:

“We looked at many POS providers but felt it would be difficult to tweak their products to meet our specific needs. We went with Connect&GO, and we are very glad we did.”

She adds: “We implemented Konnect in November 2020 and this allowed us a wide range of flexibility in our back office. We were able to set capacity controls, create time slots, flexibility with pricing, create an infinite number of products and packages to respond to new customer demands, etc….

“Reporting is a very important part of our industry and Connect&GO not only offers a vast option of preformatted reports but also worked with us to build personalized reports to meet our accounting back office needs.”

Reporting is a very important part of our industry and Connect&GO not only offers a vast option of preformatted reports but also worked with us to build personalized reports to meet our accounting back office needs

Angelina Miconiatis

“No system is bulletproof, and there will be hiccups over time; however, the sign of good customer service is how quickly they resolve the issues. We have always had prompt and effective service from our project manager, deployment and support team, and everyone else at Connect&GO. They have worked diligently to resolve issues that have arisen and helped us find solutions to challenges specific to our operation.

“We would definitely recommend them to colleagues in the attractions industry.”

Looking to the future

Palermo, offering his insights into next-generation technology, says:

“What I love about the idea of next-generation tech and the future of technology is that the reality is that all the next-generation technology, in a sense, already exists. The question is, how do we make it more accessible and adaptable to operators?

“For example, let’s take kiosks. A kiosk already allows you to buy tickets, load money, redeem your wristbands and get them printed out on the machine – all these things that are a little bit more than what we see when we go to the cinema, but how do we take it to the next level? And the level beyond?

“The main goal is to get you in quickly, but we believe in taking it a step further. How can we make sure that the experience feels personalised and sufficiently flexible that you may, at any point, change your mind about any aspect of it.”

ConnectGO-Automate-the-Guest-Journey-Pool-Photo

He offers an example:

“You might have booked in advance to do the VR experience first, the slide next, and whatever else afterwards. But when you show up, how do we make it super-easy for you to change your mind? Because let’s face it, that’s what people do. How do we make it easy for people to drag and drop? How do we turn on a dime?”

This, he contends, is where the change is taking place.

Technology solves problems

“In a sense, very specifically, this is the answer to HR issues,” he says. “My observation is that we’re going to continue to have certain challenges. For instance, frontline staffing issues, seasonal staffing issues, low wages, consistency in service, energy and messaging.”

He envisages a similar trajectory to the one taken successfully by cinemas:

Cinemas have reduced the number of resources needed on the floor. You go up to the till, and there are two people there to handle the type of customer service issues where the people don’t know how the machine works. Most people, however, are either going to the kiosks or purchasing their tickets online and using their phones.”

Connect&GO Konnect

“It took some time – a couple of years – to reach that point, but it’s a trend we will be seeing more of. We will be seeing more mobile ordering; more instances of using the phone to be able to get that instant gratification, whether that’s food, whether that’s registering for something, whether that’s virtual queuing.”

Creating value for guests and operators

Identifying another area of growth, he adds:

“This is an obvious one, but it’s the exercising, maximizing, mining, and empowerment of your CRM. For years, companies have been collecting data. We need to be using it, so when someone buys six tickets, for example, it should be easy for operators to trigger an email saying, ‘Would you like to add a cabana?’

“If it’s your birthday, we need to be wishing you a happy birthday, finding something to package that aligns with your past interests or behaviours, and saying, ‘Would you be interested in this?’

“If you’ve purchased two tickets this year, you should get an email saying, ‘A season pass is two and a half tickets. Let us sell you one at 50% off.’

“It’s about constant studying, understanding, analysing, and coming up with not just what is beneficial for the operator, but what is beneficial for the guest, who will notice and appreciate the value they’re receiving.”

However, without access to real-time data, many of these initiatives are not possible. That’s where Connect&GO comes in. Through the Konnect platform’s Marketing and CRM integration, powered by ActiveCampaign, attractions operators can easily program and send personalised messages using real-time data including items purchased, demographic information, visit history and more—making pre-visit communication and post-visit nurturing easier and more effective than ever before.

In short:

“This is the difference in the way we need to think. Connect&GO thinks differently. It’s about forward thinking. It’s not about ‘how do we empty people’s pockets?’ No, it’s ‘How do we create value for people so that they want to empty their pockets.?’

“It’s about making them say, ‘Hey, this is amazing. Take all my money.’ It’s about creating value for the guest.”

Connect&GO will exhibit at IAAPA Expo Europe from 13 – 15 September 2022. Request a meeting here or stop by booth #3533 to meet the team and see how you can drive revenue and maximize guest engagement with their next-generation platform. To learn more about Connect&GO, book a demo here.

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Lalla Merlin

Lalla Merlin

Lead features writer Lalla studied English at St. Hugh’s College, Oxford University, and Law with the Open University. A writer, film-maker, and aspiring lawyer, she lives in rural Devon with an assortment of badly behaved animals, including a friendly wolf

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