What have they done?
Comments
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Well thought out, if more staff is needed then costs could escalate👍🏻
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DavidK. Yes it's strange to read conflicting comments from staff and online updates. Not talking from the same sheet are they?
By the way, I know it's boring for some to read our comments, however we have seen fixes being listed and done.
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Be it yay or nay all constructive input is useful, if it brings a positive end then all will gain from these conversations going forward👍🏻
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A few minor tweaks would make it significantly more user friendly to me.
1. Remove European places from the search, if you’ve selected UK on the top tab, that is what you should get.2. Remove DOB entirely, by the time you get to that page you have already stipulated how many adults and children are staying. Unless they are going to ask for proof of age, there is just no point. If at a later date they go down the route of age related discount, they can ask for specific proof, as the C&CC does.
3. Remove the ability to do multiple bookings, that would get rid of the quick check out and baskets options, which some are finding confusing. Personally I would much rather have the bookings singly in any event.
As far as speed is concerned, older devices are always going to struggle. I can’t see the CC introducing a lite version without the maps. Therefore for those who can’t upgrade, unfortunately they will only be able to use phone booking,
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Search for sites is mine, I can see where everything is and if its what I want. Then I take it from there.
Park 4 the night is also very useful.
Haven't yet tried the new booking site other than a quick look when it was launched hope it's got better by now.
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JVB
The only problem with that is how long it will be before they start charging to book by phone if they see too many people doing the same. I understand they do make a charge for booking overseas sites and ferries by phone, albeit they are more complicated than booking a single UK site?
David
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How many nails does the club want to put in its own coffin?....charging customers a booking fee will certainly be another one.
It looks like every previous possible easy interaction between customer and the club (by app, website or phone) is being eroded.
i would have thought in this environment any business would be doing its damnedest to keep its customers close not alienate them.
all this 'you asked, we did' stuff doesn't look good if the basics premise of a customer trying to buy goods from a supplier is made harder than it was before.
yes, the economic timing turned out to be bad but the clubs reaction to customer difficulties beyond that hasn't been good.
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Agreed, David. Add the same conditions to the uk side of the business and customers will be all at sea😉
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I would find it hard to believe that the technical team had not voiced their misgivings about the system on the lead up to launch? Could warning bells have not been heard to have a backup plan to at least keep the customers booking and their good will, while it was re-tested and ironed out behind closed doors? The whole saga from rolling out e-learning to the front of business Site Staff whilst they are still trying to do their site work, including introducing and implementing a rigid approach to the 1pm arrival rule, is ludicrous! I can see they’ll have lost a decent number of staff who believe the pay does not reflect the stress the club have caused and lost a lot of experienced staff 😬 The club needs to change those decision makers for ones who actually understand the business as a whole 🙄
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The CAMC obviously think differently or they wouldn’t be going down the value added route. You nor I know the financial state of the company/club. They are doing the whole management gig which is to manage🤷🏻♂️. The passage of time will provide a yea or nay to the success of their ideas. For now it’s not for me but I will decide in the near future if I rejoin. I buy Sandisk electronics, I could buy way cheaper(50/75%) but they fit me well both mentally & physically. To a lot that is CAMC. If that’s their route(value added) I applaud their confidence & look forward to when the dust settles.
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....and CAMC products fit its customers very well, too....it's just a shame that it doesn't make it as easy for their customers to buy their products as it is for you to buy Sandisk stuff.
out in the real world, we all know it's just buying items....disks, pitches, whatever....however I get the feeling that CAMC customers feel they have more of a relationship with the Club than say someone buying some electronic kit.
it's that relationship that is being stretched at the moment...
BTW...I'm not sure what you mean by the 'value added route'.....charging for HS, charging for booking changes, charging speaking to customer services doesn't look like the club is adding much value...🤷🏻♂️
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Not at this time are they more complicated surely
If they start charging for UK site booking phone call it will mean even less pitch bookings
Never has the finance director spoken such true words at the AGM as "Dark Clouds Are Gathering"
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+1 eloquently put. There lies the rub, it’s personal to some, they feel like an old friend has let them down. When in reality someone is trying to build a new business ecosystem & put it on a professional footing in a semi professional way. The staff should’ve been brought into the brave new world as opposed to being left floundering in the evolutionary scale & speed of it’s moving. I’m afraid CAMC is planning for the 21st century not the 20th that is quite literally history🤷🏻♂️
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Only according to you of course, it's not a fact.
And for you as you don't use club sites it is certainly stretched beyond it's elastic limit (as Thomas Young would have written
) but it's not the case for all those people who have booked and paid deposits for next summer's holiday and for evidence all you have to do is look at the full days and lows at various sites?0 -
Just done my first booking on the new system.
No problem at all, I used the map, I'm on an Android phone while OH is driving through the middle of France.
1 night booked, no issues, paid in full on CC all went through very smoothly. 😊
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LinkedIn website gives a lot of background information about many of the latest directors ,and by looking at it you will see why this club has the problems that some site staff advise there is now two clubs the one at EGH in their own world and the real CAMC at site level where site managers are trying to run the real club against all the odds
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You mean like booking a train ticket when you don’t know where you want to go or when. Hard to provide for people like that.
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JVB
Not saying it will happen but just thinking that if phone lines become overrun with people trying to book sites when they should be using the online system you could perhaps see the Club taking some action to relieve the pressure on their telephone systems. What they won't be doing is adding more staff?
David
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It seems there already is more than one call centre as when I phoned to alter a booking because it kept failing trying on line a Scots woman answered the phone as it was raining at the time I asked if was raining down there meaning EGH , she then told me she was based in Glasgow with several others
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I had a call from a Scottish lady too.
Extra call centre operations have to be paid for, whether they be in house or contracted out, so a booking fee would be no surprise. The alternative would be to increase membership and/or site fees.
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I certainly don't know about the Scottish connection, but Covid certainly resulted in many staff at EG working from home. The Club and the staff have realised the benefits of this, and many have continued to work from home now there are no longer Covid restrictions. As a result, the Club have been able to reduce the size of HQ at East Grinstead which has inevitably cut down on rental costs.
I'm guessing here, but I suspect that now staff don't actually have to go into 'the office', perhaps this opens up employment possibilities over a much larger geographical area, including Scotland??
David
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I didn't know what site I wanted that's why I used the map.
I looked at our route home, judged where we would be late afternoon once off the tunnel and picked a site that fit the bill.
The map is a bit slow but perfectly workable even on my 6 years old Android phone. I'm no tech wizard but it worked fine for me.
I even managed to change the calendar for dob without scrolling backwards as some members have commented on.
Not saying there isn't still issues but it worked and the cost was reasonable 😊
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Apologies, I missed this-‘value added’ from the perspective of CAMC they are adding value to their own brand in the most 21st century capitalist way👍🏻
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