The Challenge

Libraries Unlimited delivers the library service in Devon and Torbay, across 54 libraries, to circa 925,000 residents. Room hire is an important revenue-generating service, with many sites offering bookable spaces ranging from meeting rooms, offices, flexible hot desks, computer suites and machines in their FabLab workshop.

Prior to engaging with BookingsPlus, the process to find, book and pay for spaces was very manual. Limited promotion and marketing took place to drive awareness of spaces for hire. To make a booking, prospective hirers would call or email and undertake a back-and-forth process. Often, they made an appointment to view the space before booking. To make a payment, an invoice would be manually raised and then chased until paid. This meant:

• The customer experience in finding and booking spaces was sub-optimal, which affected booking levels
• The process to progress and convert a booking was inefficient and manual, creating a significant burden on staff time and missed opportunities.

The Solution

Libraries Unlimited commissioned Kajima to create virtual tours across each library, and set up a BookingsPlus platform to allow residents to search, find, book and pay for spaces online. The platform has digitally transformed how bookings are received and managed and has led to an increase  in revenue.

The virtual tours are displayed on both the main Libraries Unlimited website and within the booking system and dually operate as an accessibility resource and supporting the room hire service.

The Results

Using the Booking Plus platform has transformed Libraries Unlimited room booking process. Their spaces are now easier to market, simpler for customers to view, and more straightforward to book and pay for. The platform has helped open their spaces to new customers and has encouraged bookings, while existing customers have valued the improved service and added flexibility.

Libraries Unlimited, said: “The onboarding process was smooth and efficient, with excellent internal training alongside tailored support to help our customers transition confidently. From our first contact, Kajima Community was an outstanding partner in delivering the Libraries Unlimited room hire platform. The team are consistently responsive, efficient, and proactive and we would not hesitate to recommend them.”