Digital Guest Experience

Our teams leveraged Internet of Things (IoT) devices to create a seamless resort experience for guests, resulting in improved satisfaction.

Context

Luxury resort was exploring options to drive customer engagement and leverage technology to provide unique experiences.

Solution

Leverage IoT devices to create a unique and seamless experience by providing proximity-based services. Data is integrated with an innovative, event-driven backend to prompt staff and queue changes to the guest’s environment.

Details

Firstly, our client required a significant digital transformation to align business goals with new technology and processes.

After that, our team implemented a new operations group to oversee the resort experience through Organizational Change Management (OCM). In addition, multiple processes and team structures were overhauled to reflect the new platform.

Finally, this solution required several hardware acquisitions, mobile application development, cloud and on-prem data centers, front and backend development, data streaming solutions, and security solutions.

Some of the most important technologies that led to the success of this transformation included:

  • IoT Devices
    • Bluetooth Low Energy (BLE)
    • Near Field Communication (NFC)
    • Radio Frequency Identification (RFID)
    • Global Positioning System (GPS)
  • Kafka
  • AWS
  • Terraform
  • Ansible
  • Kubernetes
  • Android
  • IOS

Results

In summary, our client saw an immediate increase in customer satisfaction. Additionally, the new experience brought an increase in business in the target audience, increased customer retention, and reduced operational costs.

Finally, using IoT devices created more opportunities to proactively address customer concerns, made upselling easier, and helped streamline operations.

Many projects involve similar technologies and processes, here are some other case studies you may find useful:

More on Internet of Things (IoT)

In a similar fashion, many other industries are also using IoT devices to improve their capabilities.

Use cases could include collecting sensor data, tracking asset locations, and even in creative advertisements. Here are some interesting ways other companies use them:

If your organization is interested in a potential use case for IoT technology, we would love to learn more!

– Team Llama 🦙