InSky Solutions d.o.o.

BACKGROUND

Please describe your company and your position there.

Arena Hospitality Group is one of the most dynamic hospitality groups in Central and Eastern Europe currently offering a portfolio of 26 owned, co-owned, leased, and managed properties with more than 10,000 rooms and accommodation units in Croatia, Germany, and Hungary. We are the first Croatian company to own and operate hotels outside Croatia and to be granted an exclusive right to operate and develop hotels under an international recognized brand, which is part of one of the world’s largest hotel groups.

This exclusive right to operate and develop hotels under the Park Plaza® brand covers 18 countries in Central and Eastern Europe, providing the Group with excellent growth prospects across the region. I have been working in Arena as Web & Mobile Application Manager in marketing department, leading the digital sub section.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire InSky Solutions d.o.o.?

InSky Solutions was hired to assist us with automating our marketing processes. Our goal was to build upon our already existing Loyalty Arena Rewards. Moreover, our main focus was to boost the engagement with our guests, thus increasing guest satisfaction, fulfilling their needs and wants, enabling more efficient communication, and providing them with positive experience.

SOLUTION

How did you select this vendor?

InSky Solutions not only assisted us with this and many other projects, but also provided us with their own suggestions and best practices on how to improve our business processes and in establishment of our marketing strategy. Additionally, they are really proactive in personalizing their solutions based on our specific needs.

Describe the scope of their work in detail.

Arena wanted to automatize their marketing processes, and InSky guided us towards ClickDimensions, a marketing automatization tool which enabled us to improve and digitalize all those processes. Since we already had Microsoft Dynamics 365, it seemed to us as an excellent idea to have another module within the same technical solution.

Before we made a decision to automatize our marketing processes, InSky has already, long ago, implemented a portal named Arena Rewards, whose main goal was to gather all guest information and preferences in one place – Microsoft Dynamics 365. InSky proposed using marketing module in order to utilize all guest information and preferences, with a goal of targeting specific guests with specific promotions, discounts, etc.

What was the team composition?

There were five people from the vendor’s team

• 1 Business consultant
• 1 Developer
• 2 Technical Consultant
• 1 Architect

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The results of the project were exemplary. The noticeable measurable outcomes were improved guest satisfaction and better and a clearer flow of information. Furthermore, marketing automatization enabled us to better target our guests, and it also enabled us to save time when it comes to newsletters and surveys. And lastly, dashboards created by InSky, which are corelated to marketing module, constantly provide us with valuable and important information which is later utilized in our resource management.

How effective was the workflow between your team and theirs?

Due to almost perfected InSky’s project management style, there were no issues in communication. They were always on disposal and were always getting back to our inquiries in a timely manner.

What did you find most impressive about this company?

InSky really understands all the products they offer, and trust between us and them is on exceptional level. Moreover, all their business solutions are built on Microsoft products which is a great reference for all future projects.

Is there any area for improvement or anything that could have been done differently?

...more time to develop more existing features :)

BACKGROUND

Please describe your company and your position there.

Vaillant was founded in 1874 by Johann V, his own heating installation company in Remscheid, Germany. Since then, Vaillant has been one of the pioneers of innovation and has been successfully holding its position as the market leader in heating and ventilation technology in Europe for decades.

Today, in addition to offices in Zagreb, Vaillant has headquarters in Ljubljana, Sarajevo, Belgrade and Skopje. Vaillant d.o.o. Croatia is also in charge of the markets of Montenegro, Kosovo and Albania. I'm Head of Marketing for the South-East-Europe region.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire InSky Solutions d.o.o.?

We wanted to implement Dynamics 365 CRM to optimize our business processes, by digitizing them and creating a unique database. We wanted to introduce a loyalty program, so market research resulted in selection and implementation of the best solution for us, the one provided by InSky Solutions.

The purpose of implementing ClickDimensions was the automation of our marketing processes, to enable faster and more efficient informing of loyalty program members about current offers and awards,

SOLUTION

How did you select this vendor and what were the deciding factors?

Based on our own market research for what our needs were, InSky and the solutions provided by them stood as the best ones, and after deeper research about the vendor, we decided to go with them.

Describe the project in detail and walk through their service package.

Scope of work included consulting for and implementation of Dynamics 365, as well as implementation and customization of the LoyaltyInSky system according to the functionalities in our specification, adapting the data model and processes in Dynamics 365 for the loyalty program and creation and design of portals for customers.

Setup of ClickDimensions marketing module for enablement of creation of interactive automations based on user characteristics or behavior, sending targeted email messages to potential customers to make a sale or generate interest in our product, and notify sales when a customer shows interest through their interactions with marketing messages.

How many resources from the vendor's team worked with you, and what were their positions?

The team consisted of 3 people: 1 project manager, 1 web developer and 1 CRM technical consultant.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

All these implementations have resulted in automated and upgraded marketing and sales processes and complete digitalization of this part of the business. Furthermore, solutions as the loyalty program allowed for increase in customer satisfaction, whereas marketing automatization provided possibility for better customer targeting and more efficient marketing processes (e.g., monthly newsletter). It also allows us to track the interests and potential customers, which in turn makes it possible to improve our business strategy.

How effective was the workflow between your team and theirs?

The timeline was respected and the communication between InSky and us was efficient, all bottlenecks were resolved in a timely manner. All communication tools and integration processes were done through Microsoft products.

What did you find most impressive or unique about this company?

The most impressive and unique thing about InSky Solutions is their capacity to understand all our processes and their needs, and adapt to changing requirements, making great solution for our industry and meeting our demands

Are there any areas for improvement or something they could have done differently?

No.

BACKGROUND

Please describe your company and your position there.

The American Chamber of Commerce in Croatia (AmCham) represents the business interests of American, international, and Croatian-owned companies. AmCham Croatia is an international platform that brings together companies regardless of their origin or size, which combines a commitment to doing business in Croatia and contributing to Croatia's competitiveness and high business standards.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire InSky Solutions d.o.o., and what were your goals?

AmCham hired InSky Solutions with the goal of business digitalization, along with the creation of a single database membership relations management and business processes automation.

SOLUTION

How did you select this vendor and what were the deciding factors?

InSky Solutions are renowned leaders in the implementation of Microsoft Dynamics 365 while custom-making it for each client’s needs. After selection process, the offer was the best.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Scope of work included the migration of data alongside the installation of infrastructure needed and customization of our Dynamics 365 CRM. It was followed by implementation and adjustment, with the creation of a single database. Final steps included the customization of the process within the marketing module in CRM. In addition, interactive reports have been created to track different types of activities. All technologies used were based on Microsoft existing products.

How many people from the vendor's team worked with you, and what were their positions?

There were 3 people from the vendor’s team:

• 1 Business consultant
• 1 Technical consultant 
• 1 Solution Architect

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

InSky's implementation and customization of Microsoft Dynamics 365 CRM has increased the speed of information flow, facilitated employee collaboration, optimized, and automated business processes, resulting more efficient business. 

The marketing module made it easier to create campaigns that make the organization of events and conferences simpler and more efficient, while the interactive reports allowed for tracking different types of members activities in a way that requires only a few clicks from a general to a very specific report.

Describe their project management style, including communication tools and timeliness.

The experience of doing business with InSky has always been positive and all our requests have been resolved within the planned timeframe. All communication was done through Microsoft products.

What did you find most impressive or unique about this company?

The most impressive thing about them was their pragmatism and flexibility in attending to our needs/requests for our solutions implemented, and understanding of our processes, resulting in a successful completion of project.

Are there any areas for improvement or something they could have done differently?

Nothing significant to suggest.