Agile methodology has changed the game when it comes to custom software development, and it's hard not to see why. Agile projects have a 64% success rate, whereas projects under the competing methodology (the waterfall approach) typically only succeed 49% of the time, according to a statistic from Zippia. With the agile model in software engineering, developers and clients can make changes at any point in the process, making the approach not only dynamic and flexible but exciting too.
The agile model prioritizes the rapid delivery of functioning software products and process flexibility, which gets software into customers’ hands faster. It's an iterative and incremental approach that ensures the end product is always up-to-date and in line with the client's needs. And for this reason, the agile methodology is used by at least 71% of companies in the U.S. alone.
8 Benefits of Agile in Software Development
According to the Association for Project Management, agile project management is an iterative approach to delivering a project throughout its life cycle. Agile life cycles, also called iterative life cycles, break projects down into several incremental steps, or iterations, that help them progress toward completion. Software developers use this approach because it helps enhance speed and adaptability, unlike linear (one in which something changes or progresses directly from one stage to the next with a defined start and end point) processes that make it more challenging to make adjustments along the way.
The main reason for adopting an agile approach in software development is to deliver throughout the process, not just at the end. To better understand, think about this from the end customer’s point of view. If you have an application or software that can solve a problem, make their life better, bring joy, whatever, they want to get their hands on it as soon as possible. And this is one of the key benefits of agile methodology. It allows everyone to prioritize values and behaviors such as trust, flexibility, empowerment, and collaboration, all with the end goal of creating customer satisfaction.
But we’d be remiss if we didn’t provide some guidance on a couple of definitions. Though the terms agile and scrum are often used interchangeably in the software development and engineering fields, they’re not the same. The fundamental difference between agile and scrum lies in their application. Agile is a project management philosophy that provides a structured approach to getting the job done. Conversely, scrum is a specific type of agile methodology that streamlines project development.
It lets you see the benefits of your resources and labor sooner
You can better measure your teams’ accountability and progress on the project
No need to create and adjust detailed project plans
Customers are happier because they get to see and experience the results faster, even if future iterations and releases are ahead
More Advantages of Agile Development
As you can see, the agile model in software engineering provides a great mechanism to get products in customer’s hands faster. And while we already shared eight benefits of using agile in software development, we want to share a few more. After all, the agile project management methodology has so many useful things to offer it would be challenging to cover them all only in one list.
There are numerous advantages of agile development, including:
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First and foremost, agile development lets developers focus on the customer, the end user. So, think of it as a way to make software better. The approach takes stories (a story is an informal explanation of a feature written from the perspective of the end customer) from customers to decide what features to add. The developers then test the application every few weeks (called best testing) to ensure it is working well. The entire approach focuses on the customer, making sure they are happy and will continue using the software.
Stay in Tune with What’s Important for the Client
Here, we differentiate between the customer (the consumer or end user who will use the software) and the client (the company or organization that the software will be sold by). So, an advantage of agile development is that the engineering team can focus on the features that the client needs to please the customer and drive revenue for the business.
An Eye on Quality
The agile methodology emphasizes constant improvement throughout the software development process. While this is achieved through effective collaboration, careful planning, and attention to detail, it’s also about ensuring that the team can make quick changes to meet the demands of the customer or client. To do this, regular testing and reviews take place every few weeks (or more often if needed) to identify bugs and other issues. This helps ensure that a higher-quality version of the product is put in front of the customer upfront but also means that more quality improvements can be made as needed.
Transparency and Visibility
Consider that there are over 5.7 million apps on the Google Play Store and Apple App Store combined. And while it is unknown how many software programs are out there, it’s clear that there is a lot of competition facing customers when choosing the right apps or software to meet their needs. So yet another advantage of agile development is that customers and the client can both be involved throughout the process. This transparency helps to win trust and loyalty because customers know what to expect and can offer feedback along the way.
Deliver Early and Deliver Often
Customers (and the client) will likely be frustrated if they have to download or install and update every other day, so a good rule of thumb is to make one to two small but beneficial improvements per month. So when using the agile model in software engineering, development teams can deliver software that meets end users' needs in a timely and predictable manner without rocking the boat.
This predicable approach ensures that the customer’s feedback from the most recent change can be incorporated into the development process, resulting in software that is more refined and better suited to their needs. And customers like to see that their voices are being heard. Frequent updates show them just that.
Know What to Expect for Costs and a Project Schedule
Clients deserve to know what to expect when it comes to understanding the costs and timeline associated with their software development project. With agile methodology's fixed-schedule time and duration, the project's cost is better controlled, as it is limited to the amount of work the team can perform during each sprint. This makes the client’s budgeting process easier, and they can then make better-informed decisions about the priority of features and the need for additional iterations.
Nimbleness Counts
When it comes to software development, you need the ability to make changes. So yet another advantage to the use of the agile approach is that teams can continuously improve and reprioritize the overall product backlog, making changes to improve the effectiveness and efficiency of work. New or changed items of the backlog can be planned for the next iteration, and no one is overwhelmed.
Client Engagement
Your stakeholders are your clients, and they need the ability to work closely with the developers creating the software. With strong collaboration between the client and the whole project team, there are more opportunities for the team to fully understand the project vision and ensure that all stakeholders and team members remain motivated to achieve optimal project results.
Why Choose Intellectsoft for Custom Software Development Services
Intellectsoft offers a range of custom software development services to clients. We specialize in developing mobile applications, enterprise software solutions, blockchain, Internet of Things (IoT), and augmented reality (AR) applications. Additionally, we offer consulting, design, and testing services to help our clients build high-quality software solutions.
Our client list ranges from small startups to large enterprises in various industries, including healthcare, finance, and retail. Most importantly, our expertise lies in providing end-to-end software development solutions tailored to our client's needs that meet the needs and desires of their customer. And this is because we know how important things like a faster feedback cycle, flexible prioritization, accurate measurement, and speed to market are when it comes to software development.
Last But Not Least
If you're looking to hire a reliable software development team as a trusted partner to help bring your custom software development project to life, you’ve come to the right place. Intellectsoft’s team of experts has the experience and knowledge necessary to help you create high-quality, customized software solutions that meet your unique business needs. With our comprehensive range of services, we can assist you with every aspect of your project, from design and development to testing and deployment. Contact us today to learn more about how we can help you achieve your software development goals.
The hospitality industry depends a lot on keeping customers happy, but it’s getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and increase revenue? Keep reading—we’ve got some answers.
Customers today have so many options that getting their attention is a real challenge. It’s not easy to make them choose your business over others. What worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy, expectations have changed. The good news is these businesses have shown what works: great customer service. They focus on personalizing the experience, making things easy for customers, offering loyalty programs, and using smart technology.
In this article, we’ll explore these tech strategies and show you how they can help your business grow, and double the revenue. Keep reading to learn more!
The Importance of Customer Satisfaction in the Hospitality Industry
Customer satisfaction, which equals exceptional customer experience, is the backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a company, even if they experience a negative encounter.
Let's quickly review the challenges the hospitality industry is facing right now so we can move on to the solutions and our case studies.
Challenges in Hospitality
As businesses navigate the changes in the hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!
Poor Customer Service
Even with strong and high-quality business offerings, poor customer service can drive potential customers and existing customers away. Common issues include:
Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls
These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with technology, can address them effectively.
Digital Transformation Gaps
Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39% upgrading existing systems. Source: workstaff.app
While many businesses are adopting digital solutions, some still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage their data and create new systems or add features.
Some of the recent examples include clients coming to us to create AI solutions for their services while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company objective, and working on keeping the data clean (centralized, structured, and segmented).
When we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing, centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so we can create a unified digital system that delivers personalized experiences.
If you’re unsure where to start with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide you in mapping out a path to get more from your data and build a system that works for your business and team.
Reskilling Staff
The pandemic hit hard in early 2020, especially for the hospitality and travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and retaining skilled staff has become a major challenge post-pandemic.
Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers place it among their top three workforce challenges.
We strongly believe that adopting the right technology can help. For example, creating an app to train your staff not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team, helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine having an app dedicated to making your team’s work easier and more efficient!
How Technology Tackles These Challenges and Supports a Customer-Centric Hospitality Culture
Automation, AI, and similar technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation and working hand in hand with technology to achieve the highest standards and establish brand-new “golden standards.” Technology is here to assist staff in listening to and collecting customer insights from data.
Let’s review some of our cases to see examples of how technology helps improve customer experience and supports customer service.
Examples of Intellectsoft projects
Property management systems (PMS)
We created a web platform and mobile app that makes managing daily tasks easier and offers extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The platform also includes features for equipment management, key instructions, workflows, and custom permissions. This makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus, tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged community.
Guest Experience Management App
Our next app helped our client improve their guest experience by replacing printed marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining, make reservations, and interact with staff— through a simple tablet in their room. The solution includes three parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and a backend system that connects everything together. This approach makes things easier for guests and staff, improving both convenience and efficiency.
Existing Customers First: Building Loyalty with Personalized Touchpoints
Keeping existing customers is not just a strategy; it’s well-known that retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the number one revenue driver for the company.
Moreover, a 5% increase in customer retention can lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business model.
Personalization: How Technology Can Help?
Everyone loves to feel special—it’s part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t forget.
More than half of hotel chains are already using personalization features on their websites, booking platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest preferences perfectly.
Source: Deloitte
How does technology make it happen?
CRM Systems: They help you keep track of guest preferences, booking history, and special requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls adjust to your guests’ preferences, making their stay more comfortable.
With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every customer.
Our Case Study: Smart Hotel Management & Loyalty Program
For one of our clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to control services, explore amenities, and find resort information-- with a special touch to their suite type. For the client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing issues, and making the system better for customers.
Along with that, we developed a mobile app for the loyalty program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive benefits.
Our solutions not only helped the client with special experiences for guests; it also improved operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:
"We transitioned away from ESB (Enterprise Service Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions. Similarly, we’ve implemented Device Farms that improved operations and saved resources."
Leveraging Software to Increase Upsell Opportunities
Here are some examples of tech tactics that will help your team sell more and introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:
Dynamic Pricing Algorithms
For finance and marketing teams, manually calculating pricing by segment to introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by analyzing your database in detail.
Upselling via Apps
Boosting revenue in the hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience. And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their previous experiences. It’s a win-win: seamless, helpful, and far from pushy.
Inventory and Resource Management Software
Making every resource count in your hospitality business is key. Inventory and resource management software allows you to effortlessly track everything from linens to room availability, ensuring nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations assists sustainably keep everything under control and know what you need to focus more. It helps maximize room occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.
Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how technology can elevate your goals? We’re here to create a tailored solution for you.
Steps For Implementing a Customer Service Technology Solution
Improving customer service in hospitality doesn’t have to be a daunting task. With the right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest experience. Here’s where you can make it happen:
1. Understand Your Needs
Start by identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best solutions.
2. Pick the Right Tools
Choose technology that aligns with your goals. Look for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM software, live chat tools, or a guest experience app can make a difference.
3. Equip Your Team
Technology is only as effective as the people using it. Train your staff to make the most of the new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff creates happy, loyal customers.
4. Keep Improving
Once implemented, monitor how well the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you fine-tune your approach and keep things running harmoniously.
Some Tech Ideas for Hospitality Businesses
CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility bookings.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.
Integrating these strategies will not only improve your customer service but also deliver unforgettable customer satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our experts.
Conclusion
To wrap up everything we've discussed, customer satisfaction and experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.
At Intellectsoft, with over 17 years of experience in software development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer experience and retain your valuable clients.
Ready to double your revenue and level up your customer retention strategy with personalized technology? Contact our experts, and we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.
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