Demetric Kelly doesn't just work at Hattiesburg Zoo, he pours his heart into it. As Director of Guest Services & Retail, his mission goes beyond ticket sales or managing attractions. He makes sure that every visitor leaves the Zoo with stories worth sharing. "What I find most meaningful about my work is the ability to create memorable experiences for our guests while continuing to grow the Hattiesburg Zoo and its impact on the local economy" says Demetric.
Over the years, Hattiesburg Zoo has transformed dramatically, becoming one of Mississippi’s premier attractions. The arrival of fan-favorite animals like giraffes, hyenas, and jaguars initially ignited the Zoo's popularity, but it's the team's dedication to engaging guests through unique experiences that truly fuels its success today.
“Animal care staff, the guest service staff, we love to show people what we do and it's just really interesting, because everyone's so passionate about it” says Demetric. “We want to give the opportunity to see the Zoo from different perspectives”.
From hosting after-hours events to behind-the-scenes encounters, like walking the catwalk across the giraffes’ barn at night, the Zoo continually finds ways to invite visitors deeper into its vibrant life.
Expanding the Animal Kingdom, And What Comes With It
The Hattiesburg Zoo’s existing systems struggled to keep pace, especially with the addition of Serengeti Springs, their waterpark. "We were using Square," Demetric recalls. "As the Zoo started to grow and sell a lot of tickets, we needed to figure out how we could better track the information coming in and better market to the people already buying tickets”.
When trying to answer these questions, Salem Bunkheila, Director of Operations, discovered Connect&GO. “Salem was pivotal in connecting our team with Connect&GO and guiding us through the transition” remembers Demetric.
But time was running out. With only a couple months ahead, the team aimed to launch the new e-commerce platform just in time for their annual holiday event, Lights of the Wild. Considering the huge hit of themed after-hours events and the extra revenue it generates, staff and guests had great expectations. “The timeline was challenging, given the busy holiday season, and we were also working with multiple platforms at once”.
On the Ground, In the Wild: Support That Shows Up
When Stéphanie (Customer Success Manager) and Cady (Onboarding & Implementation Specialist) from Connect&GO showed up onsite, the team at the zoo felt empowered to meet the deadline. “This is the first time that I've had a company come on site to implement a system” says Demetric.
Now, with an integrated solution that includes ticketing, access control, and e-commerce, staff at the Zoo don’t have to manage multiple systems. “Having a one stop shop is the easiest thing. Before we had so many different things that I was going back and forth day-to-day” says Demetric.
Spotting Patterns Before They Pounce
Connect&GO's reporting has also been a game-changer. Demetric’s team can now predict busy days well in advance and strategically manage staffing and resources. “When you're able to see things, when you get numbers in terms of your ticket sales in advance, that helps us prepare” shares Demetric.
But beyond technology, Demetric values the partnership between Connect&GO and the Zoo. For him, the relationship mirrors the customer-focused ethos of the Zoo itself. “Our focus is to give guests a great experience and I appreciate having a company [Connect&GO] that wants to give me a great experience” says Demetric.
New Territory, Same Trusted Guide
Looking ahead, Demetric is in the process of implementing Connect&GO in their waterpark, Serengeti Springs. “The platform introduces new technology and one thing that was really important was something to identify our season pass holders and control access” shares Demetric, “with Connect&GO’s RFID wristbands, I’m excited to see the result”.
When joining the Connect&GO community, attractions get more than a software. They get access to people and knowledge. Demetric says it better: “I really give Cady and Stephanie a lot of praise because it’s easy for someone to sell you a software and then they become hands off. But having someone on weekly calls with follow-ups, not only to make sure the product is working, but also to make sure that the people using the system understands it, that’s really important for me.”
Want to learn more about Connect&GO? We’d love to talk! Reach out for an initial call where we talk about your day-to-day challenges and how we can help.
We’ve had issues with other tech providers, where there was no one to contact and no follow-up after problems. That just doesn’t work in customer service. Our focus is to give guests a great experience, and I appreciate having a company that wants to give me—as a client—that same great experience
