Mobile app security is one of the most demanded aspects of modern software development. The reason for this is evident: mobile gadgets became an integral part of our everyday lives. They contain so much personal data, such as photos, access to email and social media accounts, payment information, and so on. Because of this, mobile app developers must use extensive measures to protect such information.
What Is Mobile App Security?
In the context of mobile applications, security refers to a specific set of measures, standards, and practices. Some of those are generic and apply to all types of devices and applications. Others are designed specifically for mobile devices and focus on their unique features, such as the presence of cameras, various sensors, GPS, etc. Mobile security features are designed to protect both hardware and software from unauthorized access, data theft, and various other threats.
Common Types of Mobile Security Threats
Considering the importance and highly personal nature of data on mobile devices, it has become the priority target of various criminals. Nowadays, smartphones are often less valuable than information that can be accessed via them. Mobile platforms usually keep users logged into their accounts even when mobile devices are turned off or put aside. This applies to most mobile applications installed on smartphones or tablets, such as email and social network clients, messengers, streaming or shopping apps, and so on.
If a thief manages to crack a password on a stolen device, such sensitive data may be used to steal the owner’s identity or simply to blackmail them, harm their reputation or try to drain their bank accounts. The same problem exists when a person loses their mobile device and a finder decides to keep it. Moreover, the information may be stolen even when the mobile device is not: a malicious software program may secretly transfer private data to a hacker.
Engineers define several categories of threats depending on their origin or targets. For example, one of the basic classifications involves passive threats and active threats.
Passive threats are vulnerabilities left in the code of a mobile application or operating system. They are potential entry points for a hacker to perform malicious actions. For example, if an application sends data without encryption or uses an outdated security protocol, it presents a potential risk.
Active threats are tools in a hacker’s arsenal. Malware, spyware, viruses, phishing web pages, and scripts are among many instruments to actively breach mobile security and steal information. They can mask themselves as harmless software or websites or may remain hidden on devices and leak personal data for months.
The Importance of Security in Mobile Applications
Considering the importance of personal data, mobile app developers put great effort into maximizing the security of their software. The adherence to mobile app security standards enhances the safety of user data. In its turn, this offers numerous benefits, some of which are listed below as examples.
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Better protection against identity theft. To steal someone’s digital identity means to get digital copies of identification documents, a social security number, passwords to essential accounts, and other means of authentication. All this data may be obtained from a person’s mobile device, for example, by checking the internal and cloud storages or by bypassing a two-step verification using the victim’s phone number. Mobile applications designed and tested according to the newest standards have specific means to prevent this from happening.
Higher safety of banking information. Many mobile apps that provide access to goods and services store payment information, such as credit card numbers, delivery addresses, order lists, and so on. So, a software client of your favorite taxi service, fast food chain, or online shop may potentially leak this confidential information if an app has security flaws. Proper approaches to Quality Assurance minimize such risks.
Enhanced privacy of personal media and messages. Users usually keep many personal photos and videos directly on their mobile devices or in cloud storage accessible from said devices. If such visual media falls into the wrong hands, it can be used for blackmail or to embarrass people just out of spite. The same is true for messages that in modern mobile applications can also be in the form of photos, videos, or text. Mobile app security ensures that personal communication is encrypted and media files are hidden from intruders.
Improved resistance to massive infrastructure breaches. Over the last decade, there have been several large-scale online breaches in global corporations where millions and even billions of data records were stolen. Usually, such enormous databases are sold in the Darknet and lead to smaller, personalized attacks, most likely scamming, phishing, and so on. As a rule, corporations are very reluctant to admit that such breaches take place, so for a while, users do not even know that their data is compromised and their privacy is in danger. Again, software built and updated according to security standards has a much higher chance to avoid data leakage during such massive events.
Increased protection against hardware hijacking. As mobile devices become more and more advanced, they get better sensors and chips combined with powerful AI features. This makes them incredible spying tools if someone controls them remotely. They can record and transmit audio and video data, current geolocation, and other information about the device’s surroundings. Moreover, mobile devices infected with malware may become a part of a botnet that can be used for various malicious purposes, from spamming to DDoS attacks. During the cryptocurrency frenzy, smartphones and tablets were used for mining, though this tendency has declined but never disappeared completely. Mobile app security ensures that software can successfully fend off attacks and recognize infected files or malicious links to inform users in advance.
Ultimately, security in mobile app development aims to prevent all types of threats and keep users’ data and devices as safe as possible. If a mobile application is created according to modern security protocols, its users would prefer it over other similar solutions that are outdated or have known safety flaws. A secure mobile app is much more appealing because it satisfies one of the basic needs: people want to feel safe not only physically but also in terms of their privacy and finances.
Ways to Improve Security in Mobile Application Development
Mobile app security is an ongoing race. Hackers’ methods and tools have become more sophisticated, and security measures have to evolve to match those. Such measures are adopted by the software development community and include specified standards and methods to organize the development process. So, the best way to ensure the safety of a mobile app is to follow the existing guidelines and satisfy the standard requirements.
By far, the dominant security standard in the field of mobile app development is provided by the Open Worldwide Application Security Project (OWASP) foundation. It is continuously amended and improved by a worldwide community of professionals. The OWASP Mobile Application Security initiative includes three components.
The Mobile Application Security Verification Standard (MASVS) lists numerous requirements for mobile software. The testing guide (MASTG) describes the proper procedures, methods, and tools for mobile applications security testing. Conveniently, this guide comes with several illustrative test cases as references. The mobile app security checklist is a handy tool that is available in the form of PDF files in various languages. It lists all 80+ requirements of the MASVS and matches them with the appropriate test cases of MASTG.
Such an impressive amount of criteria means that the standard is very strict. Developers have to put a lot of time and effort to satisfy all the requirements and maximize the security of their mobile applications. Generally, it is better to start with a few basic improvements that have a great positive effect on security, such as the following:
Enforce software updates. Nowadays, the majority of mobile app updates improve security rather than add new functionality. An outdated application is potentially more vulnerable. It is the developers’ duty to maintain the security of an app with updates or patches and deliver them to user devices as soon as possible.
Make sure that an application complies with local laws and industry regulations regarding security. For example, it is a widespread policy that users’ data must be kept on servers in their respective states. This means that no country should store the personal information of other countries’ citizens.
Ensure that an application handles sensitive data with the utmost care. First and foremost, it means using encryption and secure protocols while transmitting such information. A user interface of an app should conceal private information, such as passwords or PIN codes, by default. Sharing such data with third parties must be strictly forbidden unless it is required by an app architecture. No logging of personal information must be allowed. Sensitive data must be stored in an encrypted form preferably remotely or in a “sandbox” within the app.
Enable two-factor authentication. A combination of two different means of authentication has become a de-facto security standard for a good reason. A password and an SMS code, or a biometric scan, such as a fingerprint or face scan, and a PIN code are among the most popular combinations that are widely used in mobile devices.
Make sure that an application recognizes tampering and end-of-session events. After a predetermined number of failed authentications, an app must lock and prevent any further attempts of breaking in. An application also must “log out” a user after a predetermined idle period.
Ensuring top-notch security in mobile applications is possible with the help of effective QA practices and comprehensive security testing. The process is exhausting, but the established standard and checklist make it somewhat easier.
Why You Should Hire Intellectsoft to Ensure Mobile App Security
Ensuring mobile app security is a highly important task. That’s why it should be assigned to skilled engineers who have the required experience and testing tools. Intellectsoft has such experts who work in well-coordinated teams and offer a wide range of mobile app development services. We perform careful, comprehensive testing and ensure the highest standards of quality and security throughout the whole development life cycle. Contact us to get a mobile software product built according to the leading quality and security standards of the industry, including OWASP, ISO, GDPR, HIPAA, and others.
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.
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