b'FOGHORNFOCUS: TECHNOLOGYfull season in the near future. BHC plans to expand functional-ity and usage of the App to include whale watching cruises and the Provincetown Ferry, which has many multi-ride pass holders and frequent riders as passengers. Passengers will be able to store tickets in the App, go directly to their gate upon arrival, make their transactions without a wait, and much more. The App will soon also include a Things to do Nearby feature and a future program will allow passengers to earn Hornblower Reward points with purchases to use for any future expe-rience offered across North American or the UK with Hornblower. The App will soon also include a Things to do Nearby feature and a future program will allow passengers to earnIts a tech-forward approach, Hornblower Reward points with purchases to use for any future experience offered across North American or the UKwith a focus on the guest experience, with Hornblower. BHC Hornblower Group that allows us to anticipate, react and respond to the wants and needs of our mandated restrictions, limited schedules, and a new App.guests, Murphy added. With many still working from home and most destinationsIn addition, the App delivers significant reporting func-still closed, passenger demand for the water taxis was lowertionality; providing data on ridership trends, stop popularity, than usual, but this allowed for a soft opening and testingcontact info and much more.of the App. Through careful monitoring, the Encore StudioFrom a business and a consumer standpoint, the team was able to make small refinements to maximize effec- Hornblower App is an incredible tool that brings together tiveness in readiness for operational ramp up in the weeksmultiple companies across the Hornblower Group. This cen-to come.tralized approach, introduces multiple experiences across the In addition, captains and dispatchers returning to workportfolio, offering cross-marketing initiatives while building had the availability to easily train on the Apps function- brand recognition and loyalty. It is just one of the extensive ality. And, with pandemic considerations at top of mind,capabilities of the Encore Studio. benefits that were not previously thought of, including com- As part of Hornblower Group, we have a deep industry pletely contactless transactions and the ability to efficientlyknowledge and experience in developing and program-collect information for contact tracing, were recognized asming innovative web applications to enhance guest interac-important benefits.tions and guest experience, such as the Hornblower App, said Nasi Peretz, VP of Engineering at Encore Studio. Our Rave Reviewsstrength is the ability to identify the needs of a business in On-dock signage, BHC social media posts and word oforder to develop the tools to help make them thrive, while mouth from the captains and passengers helped to spreadcreating an amazing experience for guests. We are here as a word of the new Apps availability and benefits. In theresource for the industry going forward.two months since the taxis returned to service and the AppTo learn more about Encore Studio, go to https://encore.was launched, demand has steadily increased. Despite thehornblower.com/. n ongoing impact of the pandemic on travel, the service has recorded over 1,500 pickups through July and August, with a fast-growing majority of bookings coming through the App. Download trends show both locals and visitors usingAbout the Authorthe ride hail App with early adopters sharing overwhelm-ingly positive reactions both with our captains and throughJeanne Sullivan, Director of Brand and reviews.Communications at Boston Harbor Cruises, has been with BHCnow part Were encouraged by the initial usage of the App andof the Hornblower family of companies our captains and dispatchers are already finding it to be suchfor over 7 years.a helpful tool, said Lindsay Comins, a BHC Captain. We look forward to experiencing the benefits during a typical 26SEPTEMBER 2020FOGHORN'