Some business owners believe that they alone know best what is good for their companies. Even for people with great experience, it could not be farther from the truth. At all stages of new product development, companies need expert opinions and guidance from advisors, analytics, and consultants. This is especially important in the current digital era when computer technologies are essential for businesses in order to be productive, competitive, and popular. New technologies emerge extremely often, and the existing ones are constantly evolving. Only the most tenacious experts can keep up with all those changes. And such experts are the consultants you can rely on.
Why IT Consulting Is Important
Even highly successful enterprises can end up losing their dominance in the market or going bankrupt because they have failed to make proper use of digital technologies. One of the most illustrative examples of such a fall is the story of Blockbuster. In addition to bad financial decisions and unsuccessful business models, the company was too late to realize the potential of online services and make them appealing to customers.
On the other hand, Netflix turned essentially the same DVD rental business into an online empire that both distributes and produces digital content. Its success was shaped by the agile business strategy combined with the work of IT experts who advised, planned, built, and enhanced the required infrastructure. Now, thanks to timely IT consults, among other things, the annual revenue of Netflix is about 31.6 billion US dollars, and its users have convenient access to the impressive video library from their mobile devices, smart TVs, etc.
The lack of IT consulting caused many promising startups to crash and burn, burying great ideas and losing investment money. Still taking the video streaming industry as an example, Quiby and LeSports are two well-known failed startups that had the biggest funding. Each of them lost about 1.7 billion dollars of their respective investors’ money.
Any startup or enterprise should take into account the recommendations from both types of experts and treat them as equally important for future success.
Just like business advisors evaluate the financial perspectives of an enterprise, IT consultants focus on the practical implementation of digital technologies. Any startup or enterprise should take into account the recommendations from both types of experts and treat them as equally important for future success. So for the sake of business, it is simply not wise to follow financial advice and disregard the opinion of IT specialists, or vice versa.
What Are IT Consulting Services?
As the name suggests, IT consulting services are when a client turns to software development experts for advice. These specialists usually have significant experience and skills to deal with the hardest questions in their field. They analyze the needs of a client’s business and suggest the most efficient way to solve the existing problems, ensure productive operation, and chart the course for future development. This is a complex process that includes several stages with specific consulting on each of them.
A good IT consulting company always researches the needs and capabilities of each particular client before suggesting a course of action. For startups, for example, a simple mobile or web app might be enough to showcase their features, provide basic functionality, and draw first customers without going overboard with the budget.
For large-scale enterprises, it depends on how “digitized” they want to become. For whatever reasons, some of them intend to remain as “traditional” as possible and stick to “analog” methods with minimum essential digital technologies. Most likely, such businesses will need the same basic services as many startups, unless the consultants persuade them to make more drastic changes in order to fit better in the modern world.
However, many modern companies are not afraid to undergo a complete digital transformation and integrate IT solutions into all stages of operation. This task involves building a complex infrastructure that allows remote monitoring and management. It also binds all activities and departments into one robust network. Correspondingly, the scope and complexity of IT consulting services required for such customers increase greatly.
Stages of IT consulting
As a rule, the process of IT consulting has a certain flow, meaning different sets of services take place in a predetermined order. Generally, experts recognize four main stages of IT consulting:
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Requirements analysis and feasibility investigation. At this stage, IT specialists take a close look at their client’s idea and define what it is going to take to turn the idea into reality. The experts determine whether it is physically possible to realize the client’s wish and how to do it effectively given the current state of technology. They also estimate the rough budget of the future endeavor to correlate it with the investment fund and intended profits.
Solution specification and structure development. After it has been determined that the client’s idea can be realized within the given budget, it’s time to elaborate on its implementation. The IT consultants plan and specify the architecture and structure of the proposed solution, whether it is a single application, several apps integrated into a common platform, or a complex work environment comprising several systems. The experts also determine the optimal tech stack for a solution or for all its parts, if needed. According to the determined set of technologies and the scale of the projects, the IT consultants can also estimate the number of team members required to deliver the solution.
Scalability and integration research. Depending on the scope of a project, the consulting specialists should suggest implementing the scalability feature. This way, the delivered solution can be extended and upgraded as the business grows. IT specialists can also foresee and provide the requirements for the future integration of a solution into a system that unifies several modules or applications into a single work infrastructure.
Modeling and simulation. When the structure and scale of the solution are outlined, tech specialists can evaluate its behavior under various conditions. These IT consulting services involve careful modeling of the proposed solution taking into account the scale of the business, the stack of technologies, and other factors. Then, this model is tested by simulating possible stress situations to find the vulnerabilities. Ultimately, the IT consultants come up with measures to make the solution more secure and robust against malicious attacks, heavy loads, or other threats.
It should be noted that a customer may order any particular stage separately if they are sure that the rest of the consulting services are not needed. However, it is more beneficial when the whole process is performed without omissions.
Benefits of IT Consulting Services
Now, when we have defined IT consulting services, let’s see how they can benefit your business.
You will get a sensible evaluation of your business concept. If you come up with a new business idea, you may be biased and overconfident in your insights. That’s why it is always better to get an outside perspective from a group of experts. This can prevent a financial disaster at the earliest stage before it leads to heavy losses.
You will get comprehensive technical advice on the optimal ways to realize your business concept. Simply put, the IT consultants will tell you exactly what types of software and tech you need to get an effective solution. Whether you need a mobile app, a web app, an enterprise management system, or any other software product, the experts will tell you what technologies are optimal for building it and how many developers should be involved.
You will get estimated budget calculations. Based on the tech stack and the size of the development team, IT consultants will draft an approximate budget. Depending on your needs, it may include development, deployment, and post-release support.
You won’t have to worry about the quality and security of your software solution. IT consultants will recommend putting it to extensive tests to detect weaknesses and find ways to fix them. Usually, the consulting specialists work alongside the skilled developers who will perform this task at your request. Sometimes, IT consultants themselves have the required skills and experience to provide both consulting and development services. If so, they can suggest testing, perform tests, and fix the found flaws in the software. This way, your digital infrastructure will be fool-proof, robust under load or during accidents, and protected against unauthorized access. As a result, your enterprise will have a safe and smooth flow of operations and tightly secured documentation and other sensitive data.
You won’t fall behind your competitors due to outdated technologies. The consultants will suggest the ways and the tech to modernize your existing environment with minimum downtime and a reasonable budget.
You will increase the productivity of your business. Switching to modern technologies under IT consultants’ guidance will boost the performance of your existing business and processes. New tech requires investments but gives much more in return: higher efficiency, lower costs, less maintenance, and as a result – more potential revenue.
Why Choose Intellectsoft for IT Consulting
Considering the risks and the impact of decisions, IT consulting should be performed by highly experienced specialists who take full responsibility for their advice. Over the last 15+ years, Intellectsoft has gathered a skilled team of professionals to provide a wide range of consulting services, including:
Enterprise architecture consulting;
Digital strategy consulting;
Software requirements consulting;
Data security consulting;
Emergency recovery consulting, etc.
So, if you need comprehensive research, reasonable opinions, and expert advice, contact us. Our specialists will help you to get a head start with the new business, perform a digital transformation of your existing company, or develop a custom IT solution from scratch for any given task.
The hospitality industry depends a lot on keeping customers happy, but it’s getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and increase revenue? Keep reading—we’ve got some answers.
Customers today have so many options that getting their attention is a real challenge. It’s not easy to make them choose your business over others. What worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy, expectations have changed. The good news is these businesses have shown what works: great customer service. They focus on personalizing the experience, making things easy for customers, offering loyalty programs, and using smart technology.
In this article, we’ll explore these tech strategies and show you how they can help your business grow, and double the revenue. Keep reading to learn more!
The Importance of Customer Satisfaction in the Hospitality Industry
Customer satisfaction, which equals exceptional customer experience, is the backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a company, even if they experience a negative encounter.
Let's quickly review the challenges the hospitality industry is facing right now so we can move on to the solutions and our case studies.
Challenges in Hospitality
As businesses navigate the changes in the hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!
Poor Customer Service
Even with strong and high-quality business offerings, poor customer service can drive potential customers and existing customers away. Common issues include:
Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls
These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with technology, can address them effectively.
Digital Transformation Gaps
Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39% upgrading existing systems. Source: workstaff.app
While many businesses are adopting digital solutions, some still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage their data and create new systems or add features.
Some of the recent examples include clients coming to us to create AI solutions for their services while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company objective, and working on keeping the data clean (centralized, structured, and segmented).
When we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing, centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so we can create a unified digital system that delivers personalized experiences.
If you’re unsure where to start with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide you in mapping out a path to get more from your data and build a system that works for your business and team.
Reskilling Staff
The pandemic hit hard in early 2020, especially for the hospitality and travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and retaining skilled staff has become a major challenge post-pandemic.
Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers place it among their top three workforce challenges.
We strongly believe that adopting the right technology can help. For example, creating an app to train your staff not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team, helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine having an app dedicated to making your team’s work easier and more efficient!
How Technology Tackles These Challenges and Supports a Customer-Centric Hospitality Culture
Automation, AI, and similar technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation and working hand in hand with technology to achieve the highest standards and establish brand-new “golden standards.” Technology is here to assist staff in listening to and collecting customer insights from data.
Let’s review some of our cases to see examples of how technology helps improve customer experience and supports customer service.
Examples of Intellectsoft projects
Property management systems (PMS)
We created a web platform and mobile app that makes managing daily tasks easier and offers extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The platform also includes features for equipment management, key instructions, workflows, and custom permissions. This makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus, tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged community.
Guest Experience Management App
Our next app helped our client improve their guest experience by replacing printed marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining, make reservations, and interact with staff— through a simple tablet in their room. The solution includes three parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and a backend system that connects everything together. This approach makes things easier for guests and staff, improving both convenience and efficiency.
Existing Customers First: Building Loyalty with Personalized Touchpoints
Keeping existing customers is not just a strategy; it’s well-known that retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the number one revenue driver for the company.
Moreover, a 5% increase in customer retention can lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business model.
Personalization: How Technology Can Help?
Everyone loves to feel special—it’s part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t forget.
More than half of hotel chains are already using personalization features on their websites, booking platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest preferences perfectly.
Source: Deloitte
How does technology make it happen?
CRM Systems: They help you keep track of guest preferences, booking history, and special requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls adjust to your guests’ preferences, making their stay more comfortable.
With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every customer.
Our Case Study: Smart Hotel Management & Loyalty Program
For one of our clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to control services, explore amenities, and find resort information-- with a special touch to their suite type. For the client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing issues, and making the system better for customers.
Along with that, we developed a mobile app for the loyalty program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive benefits.
Our solutions not only helped the client with special experiences for guests; it also improved operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:
"We transitioned away from ESB (Enterprise Service Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions. Similarly, we’ve implemented Device Farms that improved operations and saved resources."
Leveraging Software to Increase Upsell Opportunities
Here are some examples of tech tactics that will help your team sell more and introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:
Dynamic Pricing Algorithms
For finance and marketing teams, manually calculating pricing by segment to introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by analyzing your database in detail.
Upselling via Apps
Boosting revenue in the hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience. And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their previous experiences. It’s a win-win: seamless, helpful, and far from pushy.
Inventory and Resource Management Software
Making every resource count in your hospitality business is key. Inventory and resource management software allows you to effortlessly track everything from linens to room availability, ensuring nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations assists sustainably keep everything under control and know what you need to focus more. It helps maximize room occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.
Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how technology can elevate your goals? We’re here to create a tailored solution for you.
Steps For Implementing a Customer Service Technology Solution
Improving customer service in hospitality doesn’t have to be a daunting task. With the right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest experience. Here’s where you can make it happen:
1. Understand Your Needs
Start by identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best solutions.
2. Pick the Right Tools
Choose technology that aligns with your goals. Look for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM software, live chat tools, or a guest experience app can make a difference.
3. Equip Your Team
Technology is only as effective as the people using it. Train your staff to make the most of the new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff creates happy, loyal customers.
4. Keep Improving
Once implemented, monitor how well the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you fine-tune your approach and keep things running harmoniously.
Some Tech Ideas for Hospitality Businesses
CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility bookings.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.
Integrating these strategies will not only improve your customer service but also deliver unforgettable customer satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our experts.
Conclusion
To wrap up everything we've discussed, customer satisfaction and experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.
At Intellectsoft, with over 17 years of experience in software development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer experience and retain your valuable clients.
Ready to double your revenue and level up your customer retention strategy with personalized technology? Contact our experts, and we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.
Tetiana Borysova
Content Writer
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