The family entertainment center (FEC) industry heavily relies on guest experiences, efficient daily operations, seamless transactions, and emerging trends in customer success. As such, you need to find a provider that is not just a vendor, but a partner whom you can rely on for your business solutions. With the rising competition in the industry, having a reliable FEC tech provider is a non-negotiable to guarantee that your business is in for the long game.
So, how can you tell if you’re with the right provider? Let’s dive deeper in this article.
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Their tech solutions work, even during downtimes.
Any tech provider can promise you the best–that they always have their tech up and running, that you’ll have the most updated solutions in the market, and more. But once your internet connection takes a hit, will you still be able to make and process sales, run reload cards, and keep your customers satisfied? A trusted FEC tech partner checks that your system architecture is always up and running. The gold standard for this is a hybrid system of cloud-based and on-premises solutions.
Cloud systems manage data and analytics while on-premises solutions maintain gameplay and keep your sales going even during network interruptions or outages. FEC tech providers like Embed even go one step further by integrating modern solutions like their award-winning Mobile Wallet (the only Apple and Google-certified solution in the FEC industry since 2019) and STATS (a business intelligence dashboard powered by Amazon Web Services).
Staying on top of your FEC systems, even during unexpected outages shows your competitive edge in the industry. Plus, it’s a great way to keep your customer retention cost low.
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They have the best tech partners.
Sure, you need a reliable FEC tech partner. But you also need to find a provider who has great partners that powers them, too. Analysing the third-party partnerships your FEC tech partner has, especially for payment integrations, is a direct reflection of their reliability.
Embed, for example, uses AWS as its cloud platform to translate business services and technologies into business solutions, helping them scale their operations to their clients in other countries. This platform is trusted by the likes of Netflix, Disney+, NASA, and the NFL.Tech leaders like Apple, Google, and AWS help Embed deliver the best services in the industry, giving opportunities to use their pilot technology and see how they can be applied to FEC solutions. Having this kind of ecosystem for your FEC business provides security, scalability, and innovation, so you can hit your customer success metrics and KPI.
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They train your staff for FREE.
Sounds too good to be true? Not really. A reliable FEC tech provider will deliver more than just tech solutions; they will also introduce your team to growth opportunities because they believe that they are the key to customer relations. When your staff is fully equipped with customer success training, you have happier guests, which then translates to higher profits.
Embed’s GoTrain™ programme, for instance, offers free on-site or virtual FEC staff training sessions to boost usage of high-impact tools like the Mobile Wallet. Locations that invest in training have seen more than a 5x increase in average reload value. That’s proof that investing in your staff leads to better guest engagement, and better results overall.
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They give you personalised, expert support.
Customer success as a service is a rising trend in FEC tech. It goes beyond basic support tickets and troubleshooting. They also provide proactive tech training and consultation, payment rate analysis, and strategic guidance based on your business goals.
Embed's Success Squad™ is a dedicated team of management consultants guiding you to leverage Embed’s next-gen solutions at no cost. Together, they will help you scale your business by identifying hidden costs in card processing and offering insights on customer success metrics and KPI, exclusive access to Embed’s limited-time offerings, cloud technology consultation, best practice sharing from the biggest FECs in the business, tailored training experiences, and promotional creative kits And the best part? The Embed Success Squad™ is completely free for members of the Embed family!
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They are insiders rooted in the industry.
Many tech providers dip into the FEC industry without really understanding it. Real reliability, however, comes from those who’ve been in the trenches and survived it.
Embed has over 20 years of experience serving the amusement industry with long-time customers ranging from FEC titans Dave & Buster’s and Fun Factory, to the promising Game Over Arcade. Their deep industry and knowledge translates to technology designed to solve real-world problems. Be it labour shortages or boosting customer retention costs, Embed can guide you and your business every step of the way.
The Embed Success Squad™ is proof that customer success doesn’t have to come at an extra cost. From training and coaching to payment consultation and system optimisation, these complimentary services help you reduce operational costs, improve guest experiences, and scale your business, driving transformational growth.
For operators wondering how to be customer-centric, what metrics to track, or how to maximise their tech investment, this team of experts can be your unfair advantage in navigating the FEC industry. With tailored support rooted in deep industry insights, they can be your new partners as you build a strategy for long-term FEC growth. Discover the FEC Blueprint for Success and start turning your potential into performance.
