Empowering Customer Journeys at a World-Class Sports & Entertainment Hub

A premier sports, fitness, and entertainment destination in the UAE faced operational inefficiencies and disconnected customer engagement processes that hindered their ability to deliver exceptional experiences. Intertec implemented a comprehensive digital transformation, leveraging Microsoft Dynamics 365, self-service kiosks, and mobile integrations to create a unified, cloud-based ecosystem. This transformation not only streamlined operations and automated critical functions but also delivered an omnichannel experience that enhanced customer satisfaction, optimized business performance, and positioned the resort for long-term growth.

Business Problem

The client, faced several operational hurdles that affected both efficiency and customer satisfaction. Their customer registration and engagement processes were partly manual, leading to delays and inefficiencies. Disconnected IT systems resulted in limited business visibility, while challenges in managing property inventory and commitments added to operational complexities. The lack of integration between systems further hindered streamlined operations, and low lead-to-customer conversion rates revealed an opportunity to better capture and convert customer interest into tangible business outcomes.

How Intertec Helped

We implemented a comprehensive digital transformation strategy to address the client’s operational challenges, streamline processes, and enhance customer engagement. Our solutions included the following:

Deployed Microsoft Dynamics 365 for seamless customer engagement and journey management.
Implemented Power Platform for a self-service customer portal and automated check-in process.
Integrated Click Dimensions for effective marketing automation.
Streamlined POS systems for restaurant operations.
Unified call center operations with Dynamics 365 for a centralized customer service experience.

Business Outcomes Delivered

Through our strategic implementation, we enabled the client to achieve significant operational improvements and enhanced customer satisfaction. Key outcomes include:

Enhanced Customer Engagement: Boosted lead-to-customer conversion rates with a fully integrated and automated customer journey.
Unified Platform: Consolidated multiple systems into a single, cohesive platform for seamless operations across departments.
Omnichannel Experience: Delivered an integrated, omnichannel experience, improving interactions for both customers and employees.
Automation Across Functions: Fully automated core functions, including Real Estate, HCM, and Finance, driving operational efficiency.
Actionable Insights: Empowered decision-making with business intelligence reports and dashboards for real-time performance tracking.

Industry

Hospitality

Company Size

~ 500 employees

Related Offerings

Increase productivity and value across your organization with Microsoft 365 Co-pilot

Empowering Customer Journeys at a World-Class Sports & Entertainment Hub

Business Problem

How Intertec Helped

Business Outcomes Delivered

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