Finding the right tech experts who advise, coach, and lead is not easy at all. Whatever niche expertise or experience you are looking for, hiring takes time and doesn’t always guarantee that talent will stay, especially when you need them most to achieve your annual goals.
On top of that, having in-house experts is costly, and perhaps you don’t have the resources for that right now. Here’s a solution: you may need a dedicated team.
Let’s explore some scenarios where dedicated teams are the right choice. Think about your current situation. If your development team is strong, your biggest hurdles might be management-related. You may need a solution to oversee processes, maintain velocity, and keep projects on track.
But what if your team lacks expertise? In that case, the challenges shift to technical execution. Another common scenario: You may have a solid team of junior developers but need senior engineers to guide and mentor them.
A dedicated team of developers is the perfect solution in all of these cases. Dedicated developers operate as a cohesive unit, adapting to evolving project goals while providing a transparent pricing model. This makes them ideal for long-term projects requiring continuous focus and expertise, particularly where frequent iterations and refinements are necessary. But now the real question is: how do you find the right one and make the most of it?
To answer that, let’s turn to Alex Tyschenko, our Solution Architect, who will break it down using a real-world example from one of our clients in the luxury hospitality sector (under NDA). His team worked on Loyalty Programmes, Guest Apps, and operational optimization for a major global hotel chain. In this article, he reveals how a dedicated team can significantly reduce costs, bring in top-tier experts, build long-term trust, and drive lasting business impact.
He also shares practical tips on how to make communication with a dedicated team more productive. Keep reading to discover how to leverage a dedicated team.
Let’s start by defining and comparing the two most popular engagement models.
Understanding Dedicated Teams
A dedicated team is a group of skilled professionals brought in for the long haul to work on specific projects. This model is perfect for companies that lack certain expertise in-house.
Unlike freelancers juggling multiple projects, a dedicated team works exclusively on your tasks, fully focused on your goals. They can be tailored to fit your project’s needs, seamlessly integrating with your existing team, whether they’re working remotely or from a nearshore location.
Think of it as having a team of experts fully committed to your success. Whether you’re looking to fill skill gaps, scale up, or speed up development, a dedicated team gives you the expertise and focus to make it happen.
Quick start: How Do Dedicated team and Team Extension Models Differ?
Simply put, a Dedicated Team works autonomously. It has its own area of responsibility and relies less on the client. In contrast, a Team Extension is deeply integrated into the client’s internal processes, working alongside their specialists as part of the in-house team.
Both models have unique characteristics, and much depends on the client’s structure. If the client’s team is strong, the main challenges tend to be management-related. However, if the client’s team lacks expertise, the challenges are usually more technical. When deciding to hire dedicated teams, it is important to consider potential drawbacks such as communication barriers and the need for a reputable service provider to navigate these challenges effectively.
As Alex shared, mixing the two models and testing each one is a perfectly normal practice. After all, how else would you know which model works best for you? A crystal ball? If only!
Let’s take a look at how one of our clients combined both models and the value it brought them.
Case Study: How the Engagement Models Evolved
Alex Tyschenko shared that we worked as a Team Extension at the start of the partnership. Some of our team members were fully integrated into the client’s organization (team extension), while others remained on our side at Intellectsoft (as a dedicated team). The client had three such teams, each managing daily collaboration across different cultures and time zones. Partnering with a reputable service provider is crucial in managing these collaborations effectively.
Over time, we transitioned to a Dedicated Team model. All teams handled different responsibilities. While all of them worked towards the same business goals, the Dedicated Teams became more independent in execution and decision-making.
Alex added:
Sometimes, the clients themselves don’t even notice the difference! We were still deeply integrated into their processes once we transitioned from team extension to a dedicated team. We already knew the ins and outs of their operations. We knew the gaps, the strengths, and exactly how to improve things. At that point, we were practically part of the business.
What Made the Client Change the Model?
Alex shared that the main reason for switching models was the time zone differences. The client reviewed their approach and decided that a more independent team structure would help improve efficiency and workflow.
At the beginning of the partnership, the working model kept evolving. The idea of moving to a Dedicated Team came up when the in-house development team size was reduced by half. The client wasn’t completely sure whether a Team Extension or a Dedicated Team would be the better fit, so we guided them through the decision-making process. We quickly integrated new developers into the team to adapt to project requirements, ensuring flexibility and maintaining agile practices.
Achieving Effective Communication: Insights from Our Partnership Using Agile Methodology
Here is some advice from Alex on what facilitates clear and effective communication:
A well-defined team hierarchy following the agile methodology, particularly Scrum.
Everyone should clearly understand the plan and how the team collaborates internally.
Involvement in key roles, including business analysts, developers, QA specialists, and DevOps engineers.
Daily communication, regular demos, and requirement clarifications as integral parts of the process.
Strong, results-driven collaboration starts with well-structured communication. Establishing clear interaction mechanisms allows for uninterrupted cooperation between teams.
Alex shared that an organized workflow and an established process are a must to yield the best results. To maintain clarity, he recommends using Agile methodologies like Scrum.
This method has a clear structure with defined roles and responsibilities, which helps prevent misunderstandings. A structured approach to solving problems and removing blockers also keeps things running uninterruptedly.
It can be helpful to have a leader (champion) who oversees the process and makes sure everything stays on track.
Alex shared:
Leadership plays an important role. A strong team needs leaders who keep processes under control, maintain clear communication, and take a structured approach to problem-solving. Without proper leadership, any collaboration can quickly become chaotic.
Code Review Best Practices
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Alex recommends following clear architectural, code style, variable naming, and logic structure guidelines during code reviews. This may take time at first, especially for an Extension Team, but it is essential for keeping code quality high in large teams.
If our team works independently (Dedicated Team), we handle code reviews internally, requiring less coordination. However, when working within a client’s team (Team Extension), it’s important to follow their processes to avoid misunderstandings and conflicts closely.
Dedicated Teams: Key Challenges Teams May Face
Time zone differences can make it harder to coordinate international teams. Keeping a strong team culture is also crucial, as remote specialists need to feel engaged and connected to the project.
These challenges can be overcome with clear communication, Agile methods, and hybrid team models when needed.
Common Project Management Challenges Include:
Time zones – Coordinating across different time zones can slow things down.
Team culture – Remote teams must feel included and valued.
Lack of an established process – Without structure, things can get messy.
Differences in expertise – A gap between senior and junior developers can create inefficiencies.
Soft skills – Emphasizing soft skills is crucial for maintaining team culture and ensuring effective communication.
One of the biggest hurdles on the list is technical expertise. For example, our team might consist of senior-level specialists, while the client’s team has more junior developers, creating a knowledge gap that needs to be bridged.
Cultural differences also play a role, especially in code review practices. It is worth double-checking that the code is reviewed properly and that feedback is constructive and follows best practices. These differences may cause conflicts at first, but with structured communication, mentorship, and a shared coding approach, they can become learning opportunities for both teams.
Business Impact with Dedicated Teams in Software Development
We strongly recommend having clear requirements and defined objectives to get the most out of a dedicated team. With this foundation, you can fully benefit from our specialists’ expertise and efficiency.
Here are just a few advantages:
Scalability – Easily scale your team up or down as needed.
Cost Savings – Reduce expenses through optimized processes.
Strong Tech Expertise – Ensuring powerful solutions and strategic guidance.
Strategic Thinking – Aligning business objectives with team goals to maximize product value and enhance decision-making.
Leadership & System Audits – Even while working autonomously, our teams have deep expertise in cloud, software architecture, data, and infrastructure. We don’t just bring value from a narrow skill set; we take a holistic approach to problem-solving.
What If You Don’t Have Clear Business or Tech Objectives?
Most often, clients come to a tech partner like Intellectsoft with a clear understanding of their needs. Business-related tasks often involve strategic consulting on team scaling, new product launches, or broader digital transformation. These discussions usually take place before the client engages with our services.
However, if you feel the need for change but don’t yet have precise objectives, or if you need guidance on setup, transformation, or training, we recommend booking a consultation with our business analysts to define the best strategy. Project management skills are crucial in defining and achieving both business and tech objectives, ensuring that resources and teams are effectively coordinated to meet strategic goals.
For instance, one of our clients had large-scale global goals. Alex shared:
“Our client breaks down global goals into smaller milestones to determine which business cases to implement first. Once that’s clear, the technical solutions and implementation naturally follow.”
Benefits of the Dedicated Team Model
Going for a dedicated team comes with some solid benefits: cost savings, faster results, access to top talent, flexibility, and smoother communication. Instead of worrying about office space, equipment, and overhead costs, you get a ready-to-go team that’s fully focused on your project.
Most importantly, it’s about getting the right people on board. A dedicated team gives you access to experienced professionals with the exact skills your project needs. That means faster development, better quality, and fewer headaches for your in-house team.
In short, a dedicated team helps you move faster, smarter, and more efficiently without the usual hiring and operational hassles.
How Does a Dedicated Team Help Reduce Costs?
Cost savings often come from process optimization and strategic resource allocation, which can directly or indirectly lead to increased profitability.
Here’s an example from Alex:
We moved away from costly ESB (Enterprise Service Bus) systems – once requiring millions in investment – and replaced them with more efficient, self-managed solutions. Likewise, our implementation of Device Farms has delivered significant resource savings.
Key Roles in a Dedicated Team Model
A dedicated team typically consists of a project manager, business analyst, UX/UI designers, software developers, QA engineers, and other specialists, including DevOps engineers, technical writers, and designers.
How Do We Measure Success in Partnerships?
Each client’s KPIs determine what we deliver, as their business objectives guide our approach.
Looking at our partnership with a hospitality client, we identified a few key success factors that Alex shared:
“One of the main reasons for our successful collaboration was technical expertise, which was precisely what the client lacked. Many of our clients face specific technical challenges, and after seeing our recommendations in action, they develop trust in us as a long-term partner. "
A results-driven approach also played a crucial role. When we were brought in, a strict deadline could not be pushed back. We didn’t just help them meet the deadline. We ensured the solution was high-quality and helped them prioritize tasks, determining what needed immediate action and what could wait. Understanding their ultimate goal for production and launch was essential, and we aligned our work accordingly to ensure they achieved it.”
So, if you’re looking to strengthen your development team, we’re ready to deliver:
Technical expertise – We help you prioritize in the chaotic world of development.
Leadership and management – Guiding teams towards your goals.
A results-driven approach – Focused on delivering measurable impact.
High-quality outcomes – We secure speed and quality, whether it’s an app, system, or something entirely different.
How Is the Approach to Dedicated Teams Changing?
The idea of dedicated teams is changing. More companies now want complete solutions instead of just hiring developers. They need expert advice and digital transformation support. Companies like Intellectsoft are no longer just tech providers; we act as consulting partners, helping businesses plan and execute their strategies.
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A dedicated team model goes beyond hiring. It’s a strategic approach that helps businesses scale, innovate, and optimize operations. The dynamics and structure of a dev team are crucial for successful project execution.
Companies that rethink their workforce strategies and embrace dedicated teams as a long-term solution will gain a competitive edge in the market.
Start leveraging dedicated teams the right way to drive your business forward. Book a consultation with our experts today.
Regardless of the size or complexity of your project, we can help shape your future workforce in a way that best fits your needs. Simply share your ideal team requirements, and we’ll take care of the rest.
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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