“We searched the market for potential solutions without any success. We wanted our sightseeing tours to be automated, but we also wanted to deliver fun, high-quality sightseeing tours every time our boats left the dock. Finding a company that understands how to create emotional connections with our customers wasn’t easy. We wanted to tell stories that were authentic, creative and inspirational. After meeting AudioConexus, we knew they were the right choice for us.”
– Hugh Mackenzie, General Manager, Kingston 1000 Islands Cruises
Executive Overview
Founded in 1976, Kingston 1000 Islands Cruises offers the widest variety of sightseeing, lunch and dinner cruises in the Thousand Islands region aboard a fleet of classic ships.
The Canadian sightseeing company operates a fleet of vessels, and was using PC-based, manual push button commentary systems to deliver two languages of audio commentary sequentially to passengers. The commentary was fact-laden, which was at odds with the company’s focus on fun, food and entertainment. The tours also failed to meet the demand for more personalized experiences.
Because of the limitations of its PC-based commentary solution, the company was unable to scale the number of languages it offered nor address plans for multi-topical commentary in the future. Kingston 1000 Islands Cruises needed an automated GPS commentary solution to keep up with the increased traffic from foreign language visitors. It also wanted a solution that could streamline its cumbersome delivery system.
In addition to its scalability and integration requirements, the company needed a solution that could be implemented quickly with minimal investment in wiring and infrastructure. Kingston 1000 Islands Cruises turned to AudioConexus, experts in integration and wireless commentary delivery, to design a solution for the company’s growth plans.
Business Challenges
When Kingston 1000 Islands Cruises wanted to play foreign language commentary, its captains used PCs to manually play short audio segments over the boats’ speakers. Because commentary systems were challenging to use, many captains preferred to deliver live narration. However, live-guided narration led to issues with tour consistency. Tours varied from day to day, compromising the quality of the cruise experience.
To meet its objectives, Kingston 1000 Islands Cruises needed to find a more scalable solution that offered simultaneous delivery of tour commentary without the required wiring infrastructure used in open-top sightseeing buses. In addition, the company wanted to simplify integration by offering untethered access to content so passengers had the freedom to roam around the boat.
Solution
AudioConexus recommended its portable, wireless GPS multi-language solution for the simultaneous delivery of commentary. The solution would provide a highly flexible, scalable technology platform capable of delivering tours to all passengers on boats throughout cruise routes on Lake Ontario and the St. Lawrence River.
AudioConexus began by creating high-quality tour scripts highlighting the rich history, culture, geology and ecology of Canada’s first capital, a UNESCO World Heritage Site. Next, the tours were translated and produced in six languages, offering passengers a cinematic audio experience. Professional narration, character actors, music and sound effects brought the stories to life. Kingston 1000 Island Cruises went live with the AudioConexus solution within three months and began selling its new tours to wholesale markets.
The GPS commentary solution is highly reliable and fully scalable. Kingston 1000 Islands Cruises runs its tours several times a day extending into the evening with sunset cruises. Equally important, the new tour products extend the company’s global reach, helping Kingston 1000 Islands Cruises to secure new business more easily.
Multi-language commentary is now delivered to passengers using wireless receivers and headsets. Guests select a tour of their choice and are free to roam inside or on open-air decks.
“We needed multilingual tours to service the growing demand for foreign languages. We saw this opportunity to provide better tours to an under-serviced market. Now I have something I can sell. Having several languages is paying off.”
– Aline Lamire, Director of Sales, Kingston 1000 Islands Cruises
Key Outcomes
The transition enabled Kingston 1000 Islands Cruises to provide better targeted tours to domestic and international travelers as well as to tour wholesalers. Revenues grew two ways: via fair weather walk-up business and through partnerships with foreign language tour operators traveling through the region.
Past issues with tour consistency were eliminated. The company saved time and resources by hiring captains, not storytellers, to navigate waterways.
Kingston 1000 Islands Cruises invested in a new tourism business, Kingston Trolley Tours. The company offers sightseeing tours of historic Kingston aboard 32-seat trolleys. During the acquisition of new vehicles, AudioConexus joined the management team to provide multi-language GPS-triggered narration of Kingston’s 300+ year history.
“We have been able to secure new repeat business because we opened our doors to the world. We are now delivering GPS audio tours on our boats, exceeding our original goals with very satisfying results. As we expand our business with new tour products, AudioConexus will be with us every step of the way.”
– Hugh Mackenzie, General Manager, Kingston 1000 Islands Cruises
Business Results
- Increase in Fair Weather Walk Up Sales
- New Repeat Business from Group Tour Operators
- Better Passenger Experiences
Only AudioConexus: Navilution Next
Exclusive to AudioConexus customers is wireless GPS commentary solutions. With Navilution Next, passengers have the freedom to move around without missing out on tour commentary. Navilution Next is the only GPS commentary solution that can transfer to another bus or boat as operational needs change.
In addition to portability, Navilution Next offers cutting-edge audio and video delivery for passenger experiences that capture attention, emotion and clarity using video for storytelling as well as sign language and textual signage for people with hearing impairments.
If you’re an ambitious tour operator who wants to attract new customers and promote your competitive advantages, learn why Navilution Next is right for you.
