One of Leading Croatian hotel chains automated and upgraded all their processes
Laguna Novigrad d.d. was founded in 1970 as a subsidiary of larger tourist firms in Poreč and Umag, and later grew into one of the leading tourist companies in Istria. Headquartered in Novigrad, Laguna Novigrad d.d. has been the flag bearer of tourism and the economy of Novigrad in general. It has a portfolio of thirteen hotels, four campsites, an apartment resort, and a villa resort in Novigrad (Istria), on the islands of Krk and Korčula, and on the Pelješac peninsula. Recently, they have decided to change their brand name to Aminess. Aminess, as one of the leading Croatian hotel chains, had the desire to automate and connect all processes and accelerate market response to increase the satisfaction of guests, thus deciding to upgrade its existing business with the implementation of Microsoft Dynamics 365. With help and expertise, Laguna has been implementing InSky Solutions' deployment of TourismInSky, multiple business solution based on the Microsoft Dynamics 365 platform with a specific purpose in tourism. The most recent development is focused on implementation of Chatbot and Mailbot service and AI. Aside from this recent development, InSky also implemented ContactInSky within Aminess’ reservation center. Marketing processes were automated, and a successful implementation of LoyaltyInSky was also done. The loyalty program is based on reward points customers collect while making their purchase. Having collected a certain number of points, the customers become entitled to receive rewards in various ways and via various channels. All these implementations resulted in automated and upgraded processes, revolutionized communication towards guests, and omnichannel communication.
“LoyaltyInSky offers detailed reports on Loyalty program and its’ members. It also enables us to see detailed reports on guests, as well as their habits and consumption.”
Direct Sales Manager,
"In recent years, we have increasingly turned to digitalization and automation of all business processes to make performance better, faster and more efficient. Monitoring trends and needs of guests and employees are the motives for our stronger investment in automated processes that will further facilitate business in the human resources department and sales and marketing department where we expect a big step forward. The focus is on redesigning the website, introducing new tools for communication with guests that will be supported by specially developed AI technology integrated with the central reservation system "- said Mladen Knežević, Sales and Marketing Director at Aminess Hotels and Camps.
LoyaltyInSky for long-term relationship
To build long-term good relationships with guests, further increase their satisfaction, reward those loyal guests, and attract new ones, in 2018, Aminess upgraded TourismInSky with loyalty system. The Ami + loyalty program allows guests to collect points and make additional savings by using the services in Aminess facilities.
Marketing Automation and Guest Satisfaction
The newly integrated system within the TourismInSky solution for smart marketing automation of communication with guests based on their previous experiences, expressed interests and selected preferences integrated with the Customer Relationship Management System allows Aminess to, in accordance with the GDPR regulation and other legal legislation, regularly deliver to their guests, subscribers and members of the Aminess loyalty program any information they want, when they want it and the way they want it.
Chatbot and Mailbot – tools for a faster and better communication with guests
“To make it easier for our customers to communicate with Aminess Reservation Center, enable each of them to communicate through the channels they personally prefer, and to get answers to their questions as quickly as possible during the high load period of the Reservation Center, Aminess introduced a handful of new communication channels pages: Webchat, Viber, WhatsApp, and Facebook Messenger.
Through the synergy of artificial intelligence and modern communication channels, we want to provide our guests with a personalized, fast, and accurate communication experience when searching for information or accommodation, making decisions and finally during their stay in Aminess facilities." - concluded Sales and Marketing Director Mladen Knežević.
One of the most technologically progressive and most innovation-demanding users with whom we have been cooperating since the very beginning is Aminess, where we successfully monitor the need for the latest technologies and world trends. Aminess gladly entrusted us to deliver the latest digital trends to their guests and become a regional innovation pioneer in tourism." - said Darko Pucarević, Head of Business Consulting in InSky Solutions. “