Healthcare IT solutions will be a greater priority among IoT service providers once the disruptions caused by the COVID-19 slow down. Although remote sensing medical devices have existed for over more than two decades, and telemedicine has already been around for a while, the underlying technology has evolved 100x through the years. No more doctor visits. Today we have an interconnected network of intelligent devices capable of making decisions, work as groups, and send information to the cloud — Internet of Things.
In this article, we will take a closer look at Internet of Things (IoT) for Healthcare.
Internet of Things for Healthcare.
What exactly is IoT and why it is important in healthcare?
IoT in healthcare examples.
How IoT Works in Healthcare?
IoT Devices in Healthcare.
Benefits of IoT in Healthcare.
Challenges of IoT in Healthcare.
Future of IoT in Healthcare.
Let's get to business.
Internet of Things for Healthcare
The market of IoT in healthcare is predicted to exceed $10 billion by 2024, according to a Brandessence market research. This growth forecast is also impacted by other important technologies. IoT is slowly getting traction and evolving alongside the new ultra-fast 5G mobile wireless, Artificial Intelligence (AI), and Big Data. Combing this powerful technologies with the Internet of Things will likely revolutionize the healthcare industry. IoT in healthcare using 5G wireless and AI could, for example, completely transform the way patients are monitored and treated remotely.
Still, IoT will not only help with the patient’s health, but also improve the productivity of the healthcare industry workers.
What exactly is IoT and why it is important in healthcare?
In a nutshell, IoT is the concept created around the idea of full ubiquitous computing, which is the processing of information linked with external activity or objects. Ubiquitous computing involves connecting electronic devices with microprocessors and sensors to talk to each other. IoT is a ubiquitous network except that all of those electronic devices have access to the Internet.
IoT in the healthcare industry is a great example of this omnipresent computing. For example, hundreds of intelligent electronic devices can be set up in a hospital to monitor patients’ health status 24/7, talk to each other, make decisions, and upload information to a healthcare cloud platform.
IoT in Healthcare Examples
How IoT can be used in healthcare effectively? Let’s explore three workable Internet of Things healthcare examples below.
Sensing and uploading up-to-date patient information to the cloud in emergency situations, from the ambulance or even from home.
Medical devices capable of performing self-maintenance. IoT healthcare devices will sense their own components, detect low thresholds, and communicate with medical personnel and manufacturers.
IoT and wearables can help home patients and elderly communicate directly with a healthcare facility.
Telemedicine can be considered a “primitive” form of an Internet of Things in healthcare example. With IoT, a patient can be observed and in some cases treated remotely through video cameras and other electronic actuators.
How IoT Works in Healthcare?
To understand how the Internet of Things in Healthcare works, let’s see how IoT works in general. As discussed above, an IoT unit can be considered as a device with a sensor that can interact with the physical world and send information to the Internet.
In healthcare, these devices can gather different patient data and receive inputs from health practitioners. An Internet of Things Healthcare example is continuous glucose monitoring for insulin pens that works effectively for patients with diabetes.
All these devices are able to communicate with each other and in some cases take important actions that would provide timely help or even save a life. For example, an IoT healthcare device can make intelligent decisions like calling the healthcare facility if an elderly person has fallen down. After collecting passive data, an IoT healthcare device would send this critical information to the cloud so that doctors can act upon it — view the general patient status, see if calling an ambulance is necessary, what type of help is required, and so on.
Thus, Internet of Things Healthcare can greatly improve not only a patient’s health and help in critical situations, but also the productivity of health employees and hospital workflows.
How IoT helps in healthcare — Process
Let’s explore an IoT healthcare workflow example:
A sensor collects data from a patient or a doctor/nurse inputs data.
An IoT device analyzes the collected data with the help of AI-driven algorithms like machine learning (ML).
The device makes a decision whether to act or send the information to the cloud.
Doctors, health practitioners, or even robots are enabled to make actionable and informed decisions based on the data provided by the IoT device.
IoT Devices in Healthcare
Although not all IoT devices should have a sensor, they at least need to have a radio and a given TCP/IP address to enable communication with the Internet. As long as a device has access to the Internet, it can be considered an IoT device.
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So, every smartphone is an IoT device. A smartphone with the right set of healthcare apps can help you detect diseases and improve your health. Some examples of these are skin cancer detection apps that use your camera and AI-driven algorithms to map moles on your skin. Other examples would be sleep, yoga, fitness, and pill management apps.
Still, smartphone is a smartphone. Monitoring healthcare is not its primary application. A dedicated healthcare IoT device can do significantly more.
Smartwatch. Wearables sold at consumer electronics stores come with a sensor and Internet connection. Some of them (like iWatch Series 4) can even monitor your heart rate, control diabetes, help in speech treatment, aid in improving posture, and detect seizures.
Insulin Pens and Smart CGM (Continuous Glucose Monitoring). These devices can monitor blood glucose levels and send the data to a dedicated smartphone app. Patients with diabetes can use these devices to track their glucose levels and even send this data to a healthcare facility.
Brain Swelling Sensors. These tiny sensors are implanted within the cranium to help brain surgeons keep track of severe brain injuries and avoid further deathly swelling. They measure pressure on the brain and are able to dissolve by itself in the body without further medical interference.
Ingestible Sensors. Prescribed medication is swallowed with a tiny digestible medical sensor that sends a small signal to a wearable receiver on the patient, which, in turn, sends data to a dedicated smartphone app. This sensor can help doctors ensure patients take their medication at all times.
Smart video pills. Asmart pill can travel through a patient’s intestinal tract and take pictures as it travels. It can then send the collected information to a wearable device, which in turn would send it to a dedicated smartphone app (or straight to the app). Smart pills can also help visualize the gastrointestinal tract and colon remotely.
Benefits of IoT in Healthcare.
IoT in the healthcare industry has countless benefits. However, the most important is that treatment outcomes can be significantly improved or maximized, as the data gathered by IoT healthcare devices is highly accurate, enabling informed decisions.
Health facilities and practitioners will be capable of minimizing errors because all patient information can be measured quickly and sent to a board of doctors or a healthcare cloud platform. AI-driven algorithms running on these IoT devices could also help make intelligible decisions or suggestions based on existing data.
Another great benefit of IoT in healthcare is reduced costs. With IoT in healthcare, non-critical patients will be able to stay at home while various IoT devices monitor and send all important information to the health facility — meaning less hospital stays and doctor visits.
With detailed information received from lots of IoT devices, health facilities will also be able to improve their disease management. They’ll have more data in real-time coming in than ever before. Still, this entails a number of challenges.
Challenges of IoT in Healthcare.
Although IoT in healthcare provides many great benefits, there are also some challenges that need to be solved. The Internet of Things Healthcare solutions cannot be considered for implementation without acknowledging these challenges.
Massive inputs of generated data. Having thousands of devices in a single healthcare facility and a thousand more sending information from remote locations — all in real-time — will generate huge amounts of data. The data generated from IoT in healthcare will likely make storage requirements grow much higher, from Terabytes to Petabytes. If used properly, AI-driven algorithms and cloud can help make sense of and organize this data, but this approach needs time to mature. So, creating a large-scale IoT healthcare solution will take a lot of time and effort.
IoT devices will increase the attack surface. IoT healthcare bring numerous benefits to the industry, but they also create numerous vulnerable security spots. Hackers could log into medical devices connected to the Internet and steal the information — or even modify it. They can also take a step further and hack an entire hospital network, infecting the IoT devices with the infamous Ransomware virus. That means the hackers will hold patients and their heart-rate monitors, blood pressure readers, and brain scanners as hostages.
Existing software infrastructure is obsolete. IT infrastructures in many hospitals are obsolete. They will not allow for proper integration of IoT devices. Therefore, healthcare facilities will need to revamp their IT processes and use new, more modern software. They will also need to take advantage of virtualization (technologies like SDN and NFV), and ultra-fast wireless and mobile networks like Advanced LTE or 5G.
Why The Internet Of Medical Things Is The Future Of Healthcare?
IoT in healthcare industry can improve components, such as medical gadgets or services. It can also enhance healthcare applications, such as telemedicine, patient monitoring, medication management, imaging, and overall workflows in hospitals.It can also create new ways of treating different diseases.
The Internet of Things for healthcare will not only be used by hospitals or facilities, but also by surgical centers, research organizations, and even governmental institutions.
Future of IoT in Healthcare
IoT in healthcare industry does not stand alone. All IoT devices and their networks need to be combined with other technologies to help healthcare facilities transform in a meaningful way. As mentioned before, IoT will revolutionize the healthcare industry but it also needs data, high-speed communication, and proper security and compliance.
5G will provide the ultra-low latency speeds and mobility that the IoT in the healthcare industry needs. In turn, AI-driven solutions will make sense of the data lakes gathered from a collection of devices. Big Data strategies will use such AI algorithms to analyze data in real-time and make critical health decisions. Virtualization will help to reduce or get rid of old infrastructure in hospitals.
IoT along with medical ERP software help healthcare evolve, and this evolution will only continue. Sooner than later, healthcare and Internet of Things will become inseparable, completely transforming how we approach our healthcare.
We, at Intellectsoft, empower companies and their healthcare workforce with cutting-edge transformative solutions and data-driven insights. Are you and your organization ready to shift the mindsets and get the most out of innovations? Talk to our experts and find out more about the topic and how your business or project can start benefiting from it today!
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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