Holiday Club Resorts
Digitalisation partnership from strategy to design and build
Holiday Club, a leading resort operator in Finland, largest vacation ownership company in Europe, sought to enhance its digital customer experience and capitalize on identified growth opportunities within its business strategy.
The primary objective was to improve digital customer experience and commerce. In addition, goals included to streamline internal processes and to improve customer understanding.
Siili’s comprehensive approach covered multiple stages, spanning from customer experience concepts to software development, emphasizing digital transformation and enhancing the customer experience.
We collaborated closely with Holiday Club to create a digital development roadmap for the next five years. Starting with customer journeys and future CX vision, we, together with Holiday Club, pinpointed key moments in the journey where digital services could enhance the holiday experience and unlock opportunities for growth and efficiency.
Our development process was founded on an agile MVP (Minimum Viable Product) approach, ensuring a shorter time-to-value.
We successfully addressed the challenges by introducing a digital transformation roadmap and detailed concepts and experiences, that would significantly improve customer experience and streamline internal processes when implemented. After defining the north start, we embarked to design and build the solutions.
The first application seeing the light of the day of the long-term strategic development is a modern mobile-first digital service, designed to be used at different stages of the customer's holiday journey. The ‘Oma loma’ application offers an improved experience tailored to location, offering, and customer. The digital service provides customers with a totally new touchpoint to services, customer support and promotions before, during and after their holiday. For example, improved findability and self-service reduces the need for customer support calls and queuing at resort reception.
By delivering a more cost-effective and convenient digital platform, Siili Solutions helped Holiday Club to rationalize costs and enhance the overall digital customer experience and revenue, thus solidifying their position as a market leader.
The partnership with the Siili team has proven to be highly effective, enabling us to develop innovative value-added services and solutions for our customers and our employees. We are truly pleased with the collaboration and eagerly anticipate continuing this journey together with them.
Nicolas Stubb, Chief Digital Officer
Holiday Club Resorts
The project involved approx. 10 siilis’ with diverse backgrounds, including:
- Digital transformation
- Service design
- UX, UI design
- Visual design
- Technical architecture
- Backend development
- Frontend development
- DevOps automation
- Quality Assurance
- CMS integration
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