The Need?
Serenas, as part of GL Events, is the leading congress and events company in Turkey. Running hundreds of events every year is a huge operational hassle. Improving customer satisfaction becomes ever more difficult due to the saturation in terms of possibilities in terms of hosting, catering, intellectual and entertaining activities.
Therefore, Serenas turned to digital to improve operational efficiency and at the same time advance the customer experience. They needed a comprehensive digital transformation strategy, roadmap, and organise for it. Luckily, they found Digitopia.
The Solution
Digitopia entered the customer at a very luck time. It was end of 2019. After several interviews with teams, management, owners, business partners, Digitopia also conducted a “Digital Maturity Index” study to define where Serenas is on their journey, where and what they should aim for.
The compilation of all the analysis resulted in a very comprehensive digital transformation strategy, objectives, and roadmap. Timely enough, that Serenas was able to invest in a digital (virtual) events platform before the pandemic hit. Operations digitalised rapidly thru integration, RPA projects, and thru collaboration with start-ups on various fronts.
The Benefits
Serenas was superbly prepared for the pandemic. The digital transformation served for improved operational excellence; it also advanced the customer experience. But most importantly, they were caught prepared when Covid-19 hit, and were able to switch to virtual events, conferences, and such basically over-night and enabled business resilience, as much as possible for this heavy-impacted industry.