Digital Transformation at Ocean View Resort
Ocean View Resort Problem
Ocean View Resort, New Jersey’s largest private campground, was encumbered with a desktop-based application for managing their critical business operations. This application, which had been in use since the early 2000s, handled a variety of functions from reservations to contracts and employee permissions. Despite the breadth of its features, the application had significant limitations. Its desktop-only interface meant that it could only be accessed on-site, preventing remote access. Moreover, the system didn’t support real-time, self-service reservations for potential customers, a feature that could greatly improve customer experience and increase booking efficiency.
Ocean View Resort Solution
To address these challenges, Ocean View Resort engaged the Hudson development team to build a custom web-based application from scratch. The goal was to replicate all the functionalities of the existing program while introducing self-service features to enhance customer experience.
Key components of this new solution included an account login system for customers, enabling them to book reservations, manage invoices, and control gate passes independently. This feature was designed to increase customer satisfaction and reduce the load on the resort’s staff. Alongside the new system, Hudson was tasked with redesigning and redeveloping Ocean View Resort’s website. The
Ocean View Resort Solution
To address these challenges, Ocean View Resort engaged the Hudson development team to build a custom web-based application from scratch. The goal was to replicate all the functionalities of the existing program while introducing self-service features to enhance customer experience.
Key components of this new solution included an account login system for customers, enabling them to book reservations, manage invoices, and control gate passes independently. This feature was designed to increase customer satisfaction and reduce the load on the resort’s staff. Alongside the new system, Hudson was tasked with redesigning and redeveloping Ocean View Resort’s website. The updated website would offer a refreshed brand image, align with the new application, and provide a seamless reservation experience. The redesign aimed to incorporate a user-friendly interface that would be easy for customers to navigate, allowing them to view campground maps, learn about available activities, and understand the unique family experience offered at the resort.
Ocean View Resort End Result
The implementation of the new web-based system and the redesigned website resulted in a significant positive impact on Ocean View Resort’s operations. The system facilitated more efficient operations by enabling remote access and providing better control over the reservation process. The introduction of dynamic pricing allowed the resort to manage demand more effectively, offering better rates for less popular sites and higher rates for more popular ones.
The redesigned website successfully reflected the resort’s growth and commitment to customer service. Customers now had the ease and convenience of making reservations online, viewing the campground map, and accessing information about activities and experiences. This upgrade not only enhanced the customer experience but also contributed to improving the resort’s brand image.
Ocean View Resort Conclusion
The digital transformation of Ocean View Resort is a prime example of how technology can be leveraged to overcome operational challenges, enhance customer experience, and support business growth. By migrating from a desktop-based application to a custom-built web-based system, the resort was able to streamline its operations, offer greater flexibility to its customers, and reinforce its brand identity. This case study underscores the value of investing in tailored technology solutions to meet specific business needs and promote customer satisfaction.
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