One of leading tourism companies in Croatia
Maistra is part of the Adris Group and is one of the leading tourism companies in Croatia. Within the group there are twenty hotels, eight tourist resorts, and six camps in Rovinj, Vrsar, Dubrovnik and Zagreb, with a total accommodation capacity of more than 35,000 beds. In previous years, Maistra grew in all business parameters, with HRK 1.14 billion in revenue and 3.5 million overnight stays, which represents more than 4% of the total number of overnight stays in Croatia, and almost 14% of the total number of overnight stays in Istria itself. This is the result of a long-term investment cycle worth HRK 4 billion, which places Maistra's hotels at the very top of the premium segment. The beginning of 2018 was marked by the purchase of shares and the strategic partnership of the Adris Group with HUP Zagreb. This transaction set Maistra on track to become the largest national tourism company positioned in three growing and internationally recognized destinations - Rovinj, Dubrovnik and Zagreb.
Maistra's goal was to replace the traditional way of doing business with guests, as well as to consolidate all relevant information into a single database and connect multiple communication channels.
“A solution like TourismInSky allows us to deliver services the way guests expect. “
"A solution like TourismInSky allows us to deliver services the way guests expect. TourismInSky as an omnichannel solution helps us to be always available to the guest and raises our business to a higher level." - said Lorena Debeljuh Žužić, Maistra's director of reservations.
ContactInSky and Groups&AllotmentsInSky for better efficiency
Maistra was the first on the market to implement the TourismInSky business solution, including ContactInSky, a business solution based on the Microsoft Dynamics 365 platform, which fundamentally changed the way the contact center works and made it much more efficient. Following the individual sales department, the business processes for the Group and the MICE department have also been automated and improved with the Groups&AllotmentsInSky solution.
The implementation of the TourismInSky solution by InSky in Maistra's sales department digitalized and automated business processes, which resulted in much easier and faster control of the contact center. The number of missed calls has been minimized, the process of monitoring reports has been automated, a unique database has been built, which has increased work efficiency and service profitability, which has led to increased satisfaction and loyalty of guests. Furthermore, the introduction of the Power BI system enabled advanced reporting and monitoring of all activities in the contact center. The implementation of the Follow Up automated CRM solution for sending reminders to sent offers which in return further increased the efficiency of sales in the individual segment.
Contact Center in numbers
The implementation of TourismInSky for Maistra resulted in 35 active agents, four languages of communication, more than 2,000 processed calls per day and more than 1,200 emails received and answered per day. The application of the TourismInSky solution has been further extended to the Inventory and Lux departments as well as to the contact center in the business unit in Zagreb.