After guests select and pay for their lounge package at the reception, the counter staff registers them using the Changi Lounge app. Subsequently, when the guest places an order, staff simply selects from a dropdown list to automatically check the order off from the guest’s F&B entitlement. At the backend, the inventory of stock is also updated simultaneously.
Originally built to serve travellers, the Changi Lounge at Jewel saw their main customer segment largely disappear during the pandemic. In a bid to pivot the business swiftly, Changi Lounge set its sights on locals instead, transforming the lounge into a co-working space. Customers could choose from packages of varying duration, each with its own food and drink entitlements.
As most POS solutions on the market were either too costly or not customisable, the team’s initial solution was to use a spreadsheet to keep track of guests’ usage of package entitlements, including the duration of their stay and whether they had consumed their refreshment quota. However, this tracking method proved to be too time consuming and created a high possibility of incorrect data entry.
The lounge operators from CAG’s Airport Operations team approached Chan Meng’s team, who worked with them to understand their requirements and visited the lounge to witness operational flows and user behaviour. Thanks to the simplicity of low code, turnaround was speedy - in just two months, a first version of the app was produced.
The app received positive reviews from lounge staff as it greatly streamlined operations. Its graphical, click-to-select interface and integration with backend data reduced human error and allowed for easy management of guest registration, F&B orders, and inventory keeping.
Other low code apps that have been developed and deployed at CAG over the last two years include an onboarding platform for iShopChangi merchants, as well as a health app for staff to participate in wellness events and keep track their participation, among a myriad of other programmes to digitalise various finance processes.
Chan Meng is greatly encouraged by the steady adoption of low code in the company. “At CAG, we are trying to cultivate a culture of innovation within the organisation, and part of that involves showing staff how low code can help them to work smarter. Low code tools and resources like our “Digital Kitchen” empowers our staff to create their own solutions to everyday problems quickly and easily. Going forward, we see teams across CAG leveraging low code solutions to streamline their work and drive productivity gains, creating capacity for them to drive more innovation for robust operations and to delight customers.”