The customer situation:
The executive management of a major UK holiday accommodation and experiences operator suspected that the business was struggling to scale effectively. This was seen in:
1
Significant holes in understanding the customer experience
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Lagging facilities management effectiveness and efficiency
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Fragmented, opaque, and internally competitive sales functions
4
Substantial difficulty and cost to access management reporting
The response:
The executive team recognised that they lacked the necessary digital transformation expertise to address these concerns.
BML Digital worked with the c-suite to provide a comprehensive digital maturity assessment. This defined a modernisation programme that met the customer demands for consistent, convenient, and coherent experiences.
1
We advised against leaping on fashionable, ‘buzzword’ technologies, saving thousands of pounds
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We proposed a pragmatic, progressive, transformation programme with incremental benefit
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We delivered a programme that improved internet capacity and security; enabled working from anywhere (WFA); migrated multiple legacy, on-premise systems to a centralised, cloud-based suite; implemented sales and customer management capabilities; modernised web and ecommerce routes to market; and implemented operational technologies including workforce, property and maintenance management
The impact outcome:
1
We delivered a programme that improved internet capacity and security; enabled working from anywhere (WFA); migrated multiple legacy, on-premise systems to a centralised, cloud-based suite; implemented sales and customer management capabilities; modernised web and ecommerce routes to market; and implemented operational technologies including workforce, property and maintenance management
2
Biggest year yet for sales of new holiday homes, despite COVID
3
Reporting cut from days to minutes, with enhanced insight
4
Customer engagement made clear and consistent across all interfaces
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Automated, real-time updates for pricing and availability, eliminating historical delays
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Facilities proactively monitored and managed, reducing maintenance cost and improving asset lifetime value