Hospitality Digital | Germany | Hospitality

Commercialization of the services for enterprise retail company

The main purpose of the project was the commercialization of the Hospitality Digital products using Salesforce, which integrated with other systems including website and order management. The project scope included setup of Sales & Service Cloud, CTI, payment system and middle layer for integrating other systems.

Client & product

Hospitality Digital is a company of METRO AG that implements digital solutions and innovations for hotels, restaurants, caterers and trader businesses. DISH is one of the HD’s solutions – online platform combining all must-have digital restaurant tools in one place. Across 15 countries, the platform has already over 180,000 restaurant websites and generated more than 1,000,000 table reservations on top.

Core tech stack

Heroku Connect

Platform Events

Change Data Capture

Omnichannel

Email-to-Case

Lightning Components

LWC

SFDX

salesforce implementation. Noltic

Challenges

The original CRM based on Salesforce and the contact form which HD used were almost completely separate from the rest of the ecosystem and architecture they have. 

 

Lead distribution to the call center agents wasn’t ideal also. These areas were covered by Noltic Salesforce team, which resulted in decreasing lead conversion time and rates, so currently agents spending their time efficiently. Another big win is making Lead Conversion process flexible, which means all of the additional mapping and supporting processes are now automated and done seamlessly during conversion, so there is no need to spend additional time to align and adjust results as it was previously. 

 

Important thing is to reflect and notify other systems about transactions made in a Salesforce, so global process inside of the company are consistent. Especially, when couple systems have different responsibilities, such as receiving leads, creating customer orders, managing assets, processing payments, etc.

Solution

  • Redesign of the CRM architecture to improve performance, overcome Salesforce limits and provide better service-service communication.

 

  • Implementation and ongoing support of the payment system.

 

  • Utilizing Heroku Connect & Streaming API to ensure data synchronization between various systems.

 

  • Implementation of API for integration with other systems.

 

  • Improvement of Lead & Opportunity management to increase the effectiveness of the call center.

 

  • Automatization of customer subscription maintenance.

 

  • Integration with Vonage Contact Center (NewVoiceMedia) and Lithium (Khoros) Community.

 

  • Integration of the PCI Pal for ensuring secure online payments via Call Center.

Hospitality Digital   |   Germany   |   Hospitality

Commercialization of the services for enterprise retail company

The main purpose of the project was the commercialization of the Hospitality Digital products using Salesforce, which integrated with other systems including website and order management. The project scope included setup of Sales & Service Cloud, CTI, payment system and middle layer for integrating other systems.

Hospitality Digital is a company of METRO AG that implements digital solutions and innovations for hotels, restaurants, caterers and trader businesses.

 

DISH is one of the HD’s solutions – online platform combining all must-have digital restaurant tools in one place. Across 15 countries, the platform has already over 180,000 restaurant websites and generated more than 1,000,000 table reservations on top.

 

www.hd.digital

www.dish.co

Client & product

Core tech stack

Heroku Connect

Platform Events

Change Data Capture

Omnichannel

Email-to-Case

Lightning Components

LWC

SFDX

salesforce implementation. Noltic

The original CRM based on Salesforce and the contact form which HD used were almost completely separate from the rest of the ecosystem and architecture they have. 

 

Lead distribution to the call center agents wasn’t ideal also. These areas were covered by Noltic Salesforce team, which resulted in decreasing lead conversion time and rates, so currently agents spending their time efficiently. Another big win is making Lead Conversion process flexible, which means all of the additional mapping and supporting processes are now automated and done seamlessly during conversion, so there is no need to spend additional time to align and adjust results as it was previously. 

 

Important thing is to reflect and notify other systems about transactions made in a Salesforce, so global process inside of the company are consistent. Especially, when couple systems have different responsibilities, such as receiving leads, creating customer orders, managing assets, processing payments, etc.

Challenges

  • Redesign of the CRM architecture to improve performance, overcome Salesforce limits and provide better service-service communication.
  • Implementation and ongoing support of the payment system.
  • Utilizing Heroku Connect & Streaming API to ensure data synchronization between various systems.
  • Implementation of API for integration with other systems.
  • Improvement of Lead & Opportunity management to increase the effectiveness of the call center.
  • Automatization of customer subscription maintenance.
  • Integration with Vonage Contact Center (NewVoiceMedia) and Lithium (Khoros) Community.
  • Integration of the PCI Pal for ensuring secure online payments via Call Center.

Solution

  • Decrease the lead submission time.

 

  • Increased revenue due to commercialization of products.

 

  • Reduce the average time of lead conversion.

 

  • Increase efficiency, decrease costs & minimize human error of subscription maintenance.

Results

“I think Noltic strikes just the right balance between telling you exactly what they think and being friendly and welcoming. They understood our hardest deadlines and were willing to put in the work to make sure we were able to accomplish those, even if it required working long hours or weekends. They are always able to tell exactly what resources are needed for each kind of project and are just very effective in scoping and delivering on what they do promise. 

 

Project stakeholders are extremely pleased with the functionality of the newly integrated solutions provided by Noltic. The team from Noltic determines scope with careful forethought and demonstrates extensive technical and industry expertise throughout their work.”

Aymeric Peze

Aymeric Peze

Head of the CRM at Hospitality Digital

Results

  • Decrease the lead submission time.
  • Increased revenue due to commercialization of products.
  • Reduce the average time of lead conversion.
  • Increase efficiency, decrease costs & minimize human error of subscription maintenance.

Aymeric Peze

Aymeric Peze

Head of the CRM at Hospitality Digital

“I think Noltic strikes just the right balance between telling you exactly what they think and being friendly and welcoming. They understood our hardest deadlines and were willing to put in the work to make sure we were able to accomplish those, even if it required working long hours or weekends. They are always able to tell exactly what resources are needed for each kind of project and are just very effective in scoping and delivering on what they do promise. 

 

Project stakeholders are extremely pleased with the functionality of the newly integrated solutions provided by Noltic. The team from Noltic determines scope with careful forethought and demonstrates extensive technical and industry expertise throughout their work.”

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