Digital Transformation Within Hospitality – A Mobile First Case Study


Digital transformation within the hospitality industry has begun to push innovation in the mobile technology space. As a result, user experience and customer loyalty have become more important than ever before. Customers want to quickly make decisions and act upon them…all while on-the-go. Simple responsive websites are not enough to meet the needs for an ever-demanding demographic.

Why Digital Transformation?

A Mid-Western regional hotel brand, needed to make a meaningful change to the way users interacted with their booking and reservation system. They had a basic responsive website solution designed to allow mobile users to both make and manage reservations and learn about customer loyalty promotions on a website that automatically resized based on the device the customer used. In the past, companies would use this technique to meet customer needs in a cost-effective manner. Ten years ago, the concept of responsive design was introduced to meet the problems experienced by many business struggling to address the demands of the marketplace.  Google even started to demand companies offer users responsive sites if they wanted higher search engine rankings.

Why Mobile First?

For many companies, providing a mobile first experience meant having a responsive design that would handle this need. Unfortunately, most users found such websites very difficult and problematic to navigate. While they handled an immediate, need many of these responsive websites failed to engage and retain users. Previously, the cost of creating and maintaining native IOS and Android solutions were out of reach for most firms. Some even choose to develop a single solution or none at all. The cost of creating and maintaining two separate applications required numerous developers, a marketing team, and user experience experts. However, despite the costs, for the companies that invested in a mobile first strategy they were rewarded. Sources indicate that 90% of millennials state mobile devices never leave their side.

What happened?

The client partnered with Oakwood Systems Group to determine what solution would help solve their need to enhance customer loyalty through a digital transformation initiative. The solution needed to leverage existing infrastructure and be easily maintained by internal developers. Oakwood’s solution leveraged technology that allowed the creation of a single solution that compiles native code for both Android and Apple’s IOS. This means that developers only need to support a single language and can continue to maintain existing infrastructure.

Oakwood worked to create an exceptional mobile first experience that allows user to easily check availability, make reservations, manage their own user experience, and join their customer loyalty program.  Within the first 6 months the client reported over $500,000 in sales resulting directly from their new mobile application solution.
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About Oakwood

Since 1981, Oakwood has been helping companies of all sizes, across all industries, solve their business problems.  We bring world-class consultants to architect, design and deploy technology solutions to move your company forward.   Our proven approach guarantees better business outcomes.  With flexible engagement options, your project is delivered on-time and on budget.  11,000 satisfied clients can’t be wrong.