How a Luxury Resort Brand Improved Customer Experience by Taking Control of Its Data

With the world returning to holiday travel, the customer set out to leverage Microsoft Azure to advance their position in the market. The company partnered with Redapt's skilled advanced analytics team to address its customer experience, technology adoption, and data management challenges.  

Redapt utilized its analytics capabilities to assess customer experience across multiple touchpoints. In addition, the company worked diligently with Redapt on a data-driven roadmap to enhance customer experience, create efficiencies, and achieve business goals. 

Services 

The mountain resort company focuses on delivering exceptional experiences to its guests by providing customer-centric packages—developing new offerings to appeal to brand-loyal customers. 

Additionally, the resort company operates in three separate but highly integrated segments: mountain, lodging, and real estate development. 

• Mountain: This segment focuses on operating world-class mountain resorts—including lift tickets, ski and snowboard schooling, dining, and retail and rental businesses.  
• Lodging: This segment of the client’s business owns and manages a portfolio of luxury hotels and condominiums located near their ski resorts and award-winning golf courses.
• Real estate development: This segment holds, develops, buys, and sells real estate in and around resort communities.  

Redapt helped the company expand its analytics capabilities to increase efficiency, reduce costs, and develop a strategy to fine-tune and leverage data across its services and segments to enhance customer experience and make well-informed business decisions.  

The Problem

The company manages an impressive portfolio of assets but has its own set of challenges, including:   

• Strong demand: Record lift ticket demand resulting in sub-optimal customer experiences.  
• Customer service: Limited employee lodging options and a national labor shortage create challenges to delivering a world-class level of customer service.  
• Data and analytics expertise: The client did not have the internal technical expertise to execute their vision quickly. 

The Solution

Redapt recommended a managed analytics solution that encompassed an on-premises data migration, modernization of legacy applications, and DevOps services.  

Additionally, the managed analytics solution gives the resort company access to Redapt’s motivated team of analytics experts to implement agile data systems, provide solutions to maximize efficiencies, address customer-based pain points, and financial and business impacts through consolidated metrics. 

The Outcome

The mountain resort company was able to automate, process, and integrate data across multiple locations, and provide valuable business insights. Redapt delivered: 

• Flexibility: Provided the talent, skills, and resources to achieve any task and meet any challenge.  
• Lower costs: Provided a suite of tools, automation technology, and shared resources to achieve lower operating costs for analytics initiatives. 
• Shared value: Provide a skilled analytics team driven by value generation and ROI to help transform the client’s data-driven culture and leverage vital business data.