A representative from a hostel in Vilnius approached us with a request to create a CRM for the hotel (hostel). Despite the availability of numerous specialized hotel and hostel management programs with extensive functionalities, the client decided to opt for a custom-developed solution, perfectly tailored to their existing processes. One of the main requirements was an intuitive interface with only the necessary functionalities.
Business Goals for Linoza Hostel Project:
- Guest check-in with just a few clicks;
- Accounting for basic and additional services;
- A convenient booking chart with room occupancy visualization;
- Full history of orders and payments;
- Simple interface;
- Management and self-configuration of necessary analytics with integration capabilities with Google Sheets;
- Minimal time required for processing transactions.
Previously, the client managed everything using Google Sheets, but this tool eventually failed to provide the necessary data transaction integrity and the convenience of fast transactions. Re-entering information for frequent guests was time-consuming. On days with over 50 check-ins and check-outs, administrators were overwhelmed with clerical tasks, often missing important information.
Project Stages:
- Current Situation Analysis: A comprehensive review of existing processes.
- Client Requirements Specification for Linoza Hostel: Client data was managed only through a record system, and each manager individually recorded the interaction history and meeting results. There was a high risk of losing important information if an employee left.
- Detailed Technical Specification: Including interface prototypes and user behavior models.
- Solution Adaptation According to Technical Specifications.
- Client Testing.
- Adjustments Based on Testing Results.
- Analytical Reporting Challenges: Generating sales reports took a lot of time and involved many employees, making it difficult to monitor performance and adjust operations efficiently.
- Launch into Production.
Solution Capabilities:
Linoza Hostel (a module of Linoza CRM) included features that simplified and streamlined operations while helping to achieve business goals. While choosing a contractor for this project, other companies' off-the-shelf and customized CRM systems were considered within the budget. Linoza was chosen due to their ability to meet the client's specific IT solution requirements.
Key Project Factors:
- Simplicity for the user and an analytics section for the owner.
Development Results:
For administrators, the Linoza solution allowed instant visualization of room statuses, guest check-in within 5-10 seconds, and tracking the history of transactions. This saved 1-3 hours of daily work and significantly reduced errors, enhancing guest loyalty.
At the owner’s request, a block for tracking key performance indicators was implemented, allowing automatic export and adjustment of data templates in Google Sheets. This enabled real-time financial control over the business.
Before and After Metrics:
- Registration time reduced from 2-3 minutes to 10-30 seconds.
- Room monitoring for check-ins/check-outs now takes one click, compared to the previous 1-2 hours daily.
- End-of-month transition is no longer required, saving 1-2 hours per month.
- Automated payment tracking replaced manual accounting, reducing daily workload by up to 1 hour.
Features Previously Unused by the Client, Implemented in Linoza Hostel:
- Room booking visualization.
- Sorting rooms by status for occupancy control.
- Full history of services for each client, document storage, and comments in the client’s profile.
- Unlimited room and service adjustments.
- Filtering services and payments by various criteria (client, service, payment type, period).
Client's Project Manager Feedback:
"I want to say that all the goals set for the program by Linoza for our hostel were achieved. There’s no need to keep everything in my head or manually track unusual situations. We now have a simple and convenient tool that allows us to accurately and quickly manage records, track all client details, and retrieve information in seconds. Our clients have also positively noted the changes."
Owner's Feedback:
"For me, the key success factor was the ability to receive analytical data in a familiar format. As an owner, I need real-time data to manage the business efficiently. In the end, I received even more than expected. The full picture of the hostel’s operations is available at any time, allowing me to make informed decisions and adjust operations."
