Case Study
Better customer service for Branäs
Colm O Callaghan
A QR-code in every home gives guests the right information at the right time. When guests arrive at a ski resort, they just want to get into their accommodation, pick up their skis and hit the slopes; a seamless skiing experience. It’s easier said than done.
Branäsgruppen, one of Sweden’s largest ski-resort companies, met the challenge head on. Branäsgruppen includes two resorts, Branäs with 33 pistes and 29 lifts and Kungsberget with 26 pistes and 15 lifts. They are dealing with high volumes of skiers checking in and out of their accommodation, hiring skis and getting their ski-passes. And on top of that, those visitors are booking restaurants, figuring out how to use their saunas and wondering where to put the recycling. They need answers to all of these questions in a smooth and frictionless way.
“Kolla has had a huge effect on how we work. Today, we can change the information in every accommodation by updating it once from our offices in Karlstad. We don’t have to run around to every guest accommodation with a new folder.”
A virtual guest experience
Back in 2020, the coronavirus pandemic upended a lot of our behaviour. Branäsgruppen moved to a virtual reception desk where visitors could check in digitally. It turned out to be a masterstroke and a big step in improving the guest experience. Branäs has kept its virtual reception providing service 24/7. But they haven’t stopped there. To answer all the other questions that a holidaymaker may have during a stay at one of their resorts, a digital manual was created for every rental home and apartment. In the past, this information was held on printed manuals and placed in every rental accommodation. Now, a QR-code on the kitchen table gives guests an instant gateway to a Kolla microsite and access to all the info they need. This wasn't just about replacing paper - it was about reimagining the entire guest experience. No more queues, no more outdated manuals: everyone gets the right information at the right time. It also meant a significant efficiency gain for Branäsgruppen. “Kolla has had a huge effect on how we work,” says Sofia Zika, head of IT and Guest Services. “Today we can change the information in every accommodation by updating it once from our offices in Karlstad. We don’t have to run around to every guest accommodation with a new folder,” says Zika. The Kolla system makes it easy to update information quickly when needed. “When energy prices were soaring, we wanted to encourage our guests to think smart about their electricity and could add in information to the microsite reminding them to switch off the sauna for example. We could do this centrally, which saved us a lot of time.” At the same time, guests now get all the information they need, when they need it. 25,000 users logged into one of the Kolla microsites during the 2023/24 ski season, and they logged in about 5 times per visit.
Digital check-out
Visitors can also check out via the microsite with the touch of a button. This sends a mail automatically to guest services. “This is really valuable for us,” says Zika. “Guest check-out in one click makes it really easy for the visitor and helps us co-ordinate the cleaning services team better. We can get cleaners into our accommodation quicker and make sure we’re ready for the next set of guests. It makes the change of accommodation much more efficient,” she adds. For Branäs, the Kolla solution has been a successful addition in helping them ensure that seamless customer service while saving time and money on producing and updating physical manuals. For customers, they can arrive at a Branäs resort and do what they planned to do; get into their accommodation, pick up their skis and hit the slopes. Interested in streamlining your operations and giving your customers exactly the information they need, when they need it? Get in touch and let’s discuss how Kolla can contribute.
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