Customer satisfaction scales new heights, here’s why

Johanna Winqvist
Read Time, 2 min.  

If you’ve conquered the slopes, you’ll know what a soaring, challenging, unforgettable experience skiing holidays can be. But back at base, none of this is possible without teams of people collaborating around the clock to provide all the required services—from initial holiday booking, ski-hire logistics and cable-car maintenance, to restaurant operations and skilesson planning. This is where Swiss-based Weisse Arena Gruppe LAAX, a well-known trendsetter in the field of alpine tourism, has taken things to a whole new level; overcoming geographical distance and lack of connectivity to empower workers in providing a world-class experience for its customers. 

Building a strategy for success

Even with the best of intentions, poor and intermittent communication across teams means valuable services can easily break down, taking customer satisfaction down with them. Seeing this, Weisse Arena Gruppe LAAX worked closely with digital partner Ambit Group AG to build a digitisation strategy that would enhance their teams’ connectivity and thereby optimise the quality of services it offers.  

As a result, through the implementation of Office 365, Microsoft Teams and Dynamics 365, it has been able to completely map the guest journey and provide over 1,200 employees with the digital tools to communicate seamlessly, regardless of location. 

Staying focused on what matters

Now, behind the scenes, analysts map data in Mission Control, technical supervisors finetune mechanics on the mountain, ski and snowboard instructors share files, all empowered by Microsoft’s suite of solutions. This connectedness has enabled Weisse Arena Gruppe LAAX employees to collaborate better than ever before, so guests can worry less about logistics, and focus more on enjoying those pristine mountains and vast blue skies.  

High innovative power, operational excellence, combined with the ideal modern platform, this is what enables our 1,200 employees to communicate with each other even better, to work better together and to continuously optimise our processes; to achieve the overall objectiveadded value for our guests!

Flavio Battaini, COO, Weisse Arena Gruppe, Switzerland

 

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