Smith Tower Rum Runners transformed its operations by switching to Raklet. Learn how an all-in-one platform helped streamline communications and manage memberships with an easy-to-use platform, offering budget-friendly pricing.

• Client: Smith Tower Rum Runners
• Platform: Smith Tower Rum Runners powered by Raklet
• Industry: Hospitality, Tourism, Entertainment
• Use Cases: Membership Management, Event Registration, Customer Engagement, Reporting & Analytics, Promotions & Discounts

Meet Smith Tower: Building an Exclusive Membership Program

Smith Tower, Seattle’s first skyscraper, has been a celebrated landmark since opening its doors in 1914. Blending historic charm with modern experiences, the tower offers visitors a chance to explore its rich past while enjoying unparalleled views of the city.

With a mission to preserve history and create memorable experiences, Smith Tower is home to:

• The Observatory & Bar (35th floor): A Prohibition-inspired bar with an open-air deck overlooking Seattle.
  
• The Lookout Lounge & Deck (22nd floor): The city’s tallest rooftop bar, open seasonally.
  
• Museum & Tours: Interactive exhibits and guided tours celebrating Smith Tower’s storied past.
  
• Events & Rentals: Iconic spaces for weddings, celebrations, and corporate gatherings.
  
• Ground-Level Experiences: Caffè Vita café and retail, creating a welcoming community hub.
  

Central to their community-building efforts is the Rum Runner membership program, offering exclusive perks that keep locals and visitors coming back.

The Struggle: Outdated System with Lack of Key Functionalities to Manage Memberships

Before Raklet, Smith Tower relied on an outdated system to manage Rum Runner memberships. The system lacked key functionality, such as auto-renewals and effective communication tools. As a result, the team faced:

• Manual tracking of member visits and renewals
  
• Limited visibility into membership activity
  
• Time-consuming processes that hindered growth
  

The team set out to find a solution that would:

• Improve reporting on member activity
  
• Streamline the renewal process
  
• Enhance member communication
  
• Create a seamless and enjoyable experience for both staff and members

The Perfect Fit: Why Smith Tower Rum Runners Chose Raklet

When evaluating platforms, ease of use was the top priority—for both members and staff. 

Raklet stood out as the all-in-one solution that checked every box.

Successful Implementation with Support

Transitioning to Raklet came with a learning curve, and some integration challenges arose. However, with support from Smith Tower’s internal tech team and Raklet’s customer service, the implementation was a success.

“While I would have appreciated a more streamlined onboarding process—such as a step-by-step setup video—the support I received from Beste was outstanding and ultimately ensured we got the system running successfully.”

Measurable Improvement: Results that Matter

Benefit	Result
📊 Clarity in Reporting	Easy tracking of renewals and lapses, with actionable goals
💰 Revenue Growth	Increased membership revenue through flash sales, coupons, and targeted promotions
🤝 Stronger Engagement	Seamless member experience with QR code check-ins and automated communication
😊 Member Satisfaction	Positive impact on both operations and member experience, even with staff turnover and retraining

What Members & Staff Say

Members praised the streamlined check-in process and better communication.

While adoption continues due to turnover, the tools have empowered the team with new ways to engage members and drive growth.

What’s Next?

Smith Tower is excited to further expand its use of Raklet. Future plans include:

• Advanced reporting with pre-built templates
  
• Applying coupons directly to past-due members for easier renewals
  
• Toast integration to track F&B spend by members
  
• Automated birthday emails for personalized engagement
  
• Scaling SMS messaging with Raklet’s support

Final Thoughts: Powered by Partnership

By switching to Raklet, Smith Tower transformed its membership management—moving from manual processes to a modern, automated, and member-friendly solution. With greater visibility, improved communication, and revenue growth already underway, Smith Tower is well-positioned to continue its mission of preserving history while building community in the heart of Seattle.