Imagine that you’re building an outstanding mobile application that needs server side support for certain features, like syncing user data or showing posts from other users. Your app is useful and full of animations. However, sometimes it looks laggy while it’s performing server requests; maybe the server is slow, or it often responds with errors. Of course, most users don’t understand the real reason behind lagging – next time when they see a “network error” message, they remove your app, give you a ★☆☆☆☆ rating and write negative review.
Special thanks to @tanzor for his hard work on investigating server performance.
You can solve this kind of problem in two ways: either using optimistic models in your app and avoid showing a “network error” message, or improving your Node.js server performance. The following advice is based on our experience of improving backend servers for some of our mobile apps.
If you are an experienced backend developer, the following tips may be too obvious for you, but you may still find some inspiration!
Given Infrastructure
Imagine an Ubuntu server, full of Docker containers: one container is Node.js web-server, another one is NoSQL database, the last one is nginx “to rule them all”. A typical MEAN-ish stack.
This server is used for serving app requests, doing some business logic, reading and writing data to a database, sending push notifications, etc. Not HighLoad, not BigData. Jus a modest REST-API server.
Simplified server environment
We can always try to improve server performance no matter how simple the server structure and business logic are.
What to improve
Of course, you can’t blindly change something, hoping that this will lead to improvement. Measure the change!
We use different monitoring tools to collect server metrics. The most important metric for us is response time, which describes how fast the server responds to app requests. Basically, everything affects the response time, from outdated hardware to inefficient code.
Optimizing database
We believe that databases are the core of REST-API servers and their performance affects the whole server performance.
The one and only basic database theory sounds like this:
We always tend to write data irresponsibly, carelessly, thinking we can just let it hide in the background, but when it comes to reading data, you don't just need the data itself, but also performance and operations on data.
Performance and ease of operations on data is directly proportional to the amount of thinking time spent while recording the data. Understanding this fundamental principle allows you to predict and affect future database performance.
Upgrading to MongoRocks
One huge step forward for us was upgrading the storage engine for MongoDB from WiredTiger to RocksDB. We used MongoRocks to connect MongoDB to RocksDB engine. Parse folks recommend using MongoRocks for Parse Server backends, but it may suit your backend too, please follow their guide for more details.
RocksDB has been used with fast storage to support IO-bound, in-memory and write-once workloads. In addition RocksDB is fully open sourced and flexible to allow for innovation. We used Percona Server as our storage provider.
The migration was simple:
Install and run Docker container of Percona Server for RocksDB, link the database to the custom port that differs from current MongoDB’s port.
Create a backup of current database.
Deploy a backup to RocksDB, verify data.
Change RockDB’s port from custom to the original one.
Enjoy!
Updating database indexes
Any indexing strategy is based on two things: how the data will be read and the advantages/disadvantages of each type of indexing. Of course, the need to keep indexes up-to-date is a known rule.
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When we are adding new user features to the mobile app, we need to update the database model accordingly. It means that we may need to update indexes too. However, users don’t update their apps quickly: along with the new features you also need to support old ones, and thus you get old requests and old indexes.
Even when most users have updated their apps to the new versions, we tend to forget to remove old indexes, which leads to slower performance. Eventually, we created a configuration file for storing indexes and a script for updating them efficiently.
Removing debug logs
Although storing debug logs in the primary database doesn’t sound like a good idea at all, some developers tend to put everything in one bucket. Server performance depends on database performance, but when the database is full of debug data, transactions take a longer time to run.
It’s important to distinguish user-generated data from service data (OLTP vs OLAP), and to handle them with the appropriate instruments. If you need to store and analyze a lot of logs, take a look on the ELK stack, or create a separate database for tracking user activities.
Furthermore, cleaning old and unneeded logs helps to keep your database healthy.
Removing old files, cleaning up a database
No need to explain: some data has an expiration time, so it can be removed after that. If you don’t remove old data, sooner or later your collections will look like a dump. No one wants to search for valuable data inside a dump.
We don’t remove data manually, instead we’ve created cron jobs to remove it once a week.
(The tricky question is: how to understand what data can be removed without consequences. It totally depends on your product and the logic behind it.) [custom_form form="form-inline-subscribe" topic="Development"]
Optimizing requests
Grouping requests and minimizing transferred data
Users prefer simple interfaces, especially when they need to fill in a lot of data. Splitting large forms into several simple steps improves UX and makes users happy, but sending server requests on each screen is overloading the server.
Instead of sending multiple requests, the app should remember the user’s choice and store it until the user completes the form. After that the app sends all input data in a single request. Of course, this strategy doesn’t suit every situation, but consider it next time.
A similar idea is request cancellation. Let’s imagine that the user presses the ‘like’ button multiple times; instead of sending a ‘like’ request for every tap, an application should cancel insignificant requests and send the resulting value only. This approach requires more time and wise thinking, but it’s easy to implement: you can read more about it in the Optimistic Models Part 2 post.
From the other side, the server should send only the required data. Compartmentalization is the idea of limiting access to information only to those who need it now. For example, if the application needs to display the user’s photo and name, the server should send the minimum required information, instead of sending the whole user record stored in the server database.
Results
Using the techniques described above we decreased response time by 100 and improved the Apdex Index from “unacceptable” to “excellent” (according to the NewRelic monitoring).
Of course, those techniques may not suit for your backend, however they are based on the simple ideas:
manage data carefully;
do not store unneeded data;
minimize traffic.
Let us know what techniques do you use to keep your servers in shape!
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.
Tetiana Borysova
Content Writer
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