Nordic Leisure Travel Group (NLTG) and Ving add 33 new system capabilities

Here you can read about how Multisoft with Softadmin® supports several parts of NLTG's operations:

• Migration from the mainframe and modernization of the technology environment
• Integrations for a seamless customer experience
• Digitalization and streamlining of internal processes

Migration from the mainframe and modernization of the technology environment

With a tradition of being early adopters of digital solutions, NLTG had built up capabilities in a mainframe that served as the hub of the IT environment for a long time. With rapid technological development, the mainframe became a hindrance over time as the technology aged and customer expectations changed. The old codebase was expensive to operate, prevented new development, hindered internal processes, and posed risks in terms of personnel dependencies.

Decommissioning the mainframe was a multi-year project where Multisoft with Softadmin® played a role in extracting several important capabilities that contributed to finally being able to pull the plug on the old technology in 2023. "It would have taken significantly longer if we hadn't used Multisoft," says Jesper Klingofström – Product Owner at NLTG.

"And nothing we have built with Multisoft has turned out poorly," Jesper continues.

"Multisoft works professionally and is careful not to create future maintenance costs. 15 years later, everything is still in order, and the interface we built in 2009 can be run on an iPad today." – Jesper Klingofström

The capabilities migrated from the mainframe have provided NLTG with new, more modern interfaces, and thanks to having the right data in the right place, they have been able to strengthen the customer experience and also generate new revenue for the group, for example through an improved flow for recovering complaint costs from hotels and bus companies. "Now we have a clear overview of how much money we can recover and can follow up to ensure it actually gets done," says Jesper.

Results

• Accelerated migration from legacy technology
• New revenue through integrations and strengthened processes
• Future-proof technology environment
• Increased recovery of complaint costs from suppliers

A seamless customer experience through integrated systems

With many both internal and external actors involved in a complex product that covers travel, accommodation, entertainment, and food, it is central to the guest experience that everything connects, that relevant information is always available, and not least that there is a clear contact point to turn to if something goes wrong.

Through powerful integrations with internal and external systems, Softadmin® has evolved over time into a hub for several of the services NLTG offers its guests. This has included, for example, real-time data for handling bus transfers at travel destinations and distribution of important information such as passport and COVID rules directly on customers' travel documents.

"Softadmin® has become an interface that provides exactly the data you need, when you need it," says Jesper. "With all the integrations, you get tremendous added value regardless of what you input into the system."

A decisive factor for the successful collaboration has been the combination of speed and quality in ongoing delivery.

Results

• One capability automated manual sending of over 500 emails with booking changes per day to hotels
• Improved customer experience with the right information in the right place

Digitalization and streamlining of internal processes

For recurring and resource-intensive processes, there is an ongoing need to ensure quality, automate, or streamline through system support. However, for many processes, there simply are no standard solutions available, and the cost of building from scratch with internal development becomes too high.

At the same time, it may be precisely in these processes that important competitive advantages can be found. "A standard system might be able to do a thousand things, but there are 100 things it cannot do, and those are the things that make us better than our competitors," says Jesper.

Softadmin's® modular architecture has made it possible to continuously add capabilities to a platform that is already fully integrated with other systems in the IT environment. This way, the threshold becomes low for adding new system capabilities that both have access to necessary data and offer employees an easily accessible UX. "The added value becomes so much greater than what you invest," says Jesper. "Multisoft is accurate in their time estimates, delivers high quality, and things rarely go wrong," Jesper continues.

"It's not just the company and platform, but also the team. They have a professional yet friendly approach and step up when required," says Jesper about the collaboration.

With 33 unique system capabilities, Multisoft supports NLTG today in a growing number of processes, including these three:

Personnel planning for seasonal staff

A process previously handled in Excel was moved into Softadmin® where a combination of HR data, occupancy planning, and application process generated a system that seamlessly coordinates the work of filling more than 500 positions abroad before each season.

Centralized management of product information

With a large number of products such as hotels and cruise ships with associated room types, destinations, excursions, and other details, a centralized solution is required to keep track of all details and present correct information across all channels. Using Softadmin®, all product information with associated translations is managed in a simple UX and then exposed to other services via API. A strength of the solution is that NLTG can add new product types without involving Multisoft and continuously change what information should be managed per product type. Everything is also logged in detail, making it easy to handle complaints and disputes (what information was displayed when).

Automated handling of booking changes

Extensive booking volumes place high demands on having the right information in the right place, preferably in real-time. Using Softadmin®, all booking changes are collected and automatically checked for how they affect related services such as travel documents, hotels, airport parking, insurance companies, and in-flight services. The system currently handles several hundred booking changes per hour.

Long-term focus

With a stable foundation to build on, Multisoft and NLTG continue working in a close partnership to support NLTG's operations to new heights with the help of new system capabilities, both today and tomorrow.