City of Armadale
Unlocking customer self-service across one of WA’s largest facilities portfolios
Customer Profile
The City of Armadale moved from a heavily manual booking environment to a modern, online service using Attekus Bookable, giving clubs and community groups greater visibility and control while significantly reducing internal workload.
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Why Watch This Case Study
A frontline perspective from the team managing high booking volumes.
This case study is particularly relevant if your organisation:
- Manages hundreds of bookable spaces across facilities and reserves
- Supports seasonal clubs, regular hires and casual bookings
- Is under pressure to speed up approvals and reduce phone enquiries
- Wants customer self-service without excluding less tech-savvy users
Armadale’s experience shows how empowering customers can directly improve both efficiency and satisfaction.
Council's Challenge
Before Attekus Bookable, Armadale’s booking process relied heavily on manual effort.
Key challenges included:
- Over 300 bookable spaces across community facilities, reserves and courts
- Email-based applications manually entered by staff
- Booking approvals taking up to 10 business days
- Customers unable to view availability, pricing or amenities without contacting council
- No single place for customers to see past or upcoming bookings
This resulted in:
- Long phone calls, often averaging 15 minutes per enquiry
- Frequent booking amendments handled manually by staff
- Credit card payments taken over the phone
- Manual confirmations, reminders and follow-ups
Bond refunds were a major pain point, taking 4 to 12 weeks due to internal approval processes, and key management was entirely manual.
Supporting a Diverse Community
Armadale took an inclusive approach to change.
This included:
- A promotional video featuring the Mayor to raise awareness
- Short “how-to” videos covering registration, booking, payments and amendments
- Tailored training for:
- Seasonal clubs, with refreshers before each season
- Regular hires
- One-on-one support where required
While Attekus Bookable is strongly encouraged, the City continues to:
- Accept paper applications when necessary
- Assist customers with payments and amendments
- Recognise that adoption is a journey, not a switch
The team continues to educate hires on using the portal to manage cancellations, avoid over-booking, and take responsibility for their bookings.
What Armadale Needed
The City defined clear requirements for a new system:
- A fully web-based platform, accessible on mobile devices
- A simple, intuitive interface for staff and customers
- Genuine customer self-service, including:
- Viewing real-time availability and amenities
- Filtering venues by activity
- Repeating and duplicating bookings, critical for seasonal clubs
- Customers managing and editing their own bookings
- Automated payments, bond handling and communications
- Improved tracking of keys, fobs and access
Following evaluation, Attekus Bookable was selected as the best fit for these needs.
Tangible Outcomes (First Year Using Attekus Bookable)
Financial and booking performance:
- 49% increase in booking revenue year-on-year
- 35% increase in booking volume when comparing Q1 year-on-year
- Booking approvals generally completed within 3 business days
- Bond refunds reduced to around 2 weeks, often faster
Operational efficiency:
- Significant reduction in phone call volume and duration
- Fewer enquiries about availability, amenities and pricing
- Less staff time spent amending bookings and processing payments
Customer experience:
- Customers can independently view availability, amenities and pricing
- A single portal to manage past and upcoming bookings
- Self-service reduces back-and-forth and follow-up
Give your community more control, without increasing workload
See how organisations are approving bookings faster and reducing manual effort.
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