Commerce, Untangled
Five venues, four booking tools, three spreadsheets, one very tired operations head.
SITUATION
A hospitality group growing city by city, with each venue accumulating its own booking tool, its own guest data, and its own way of doing things. Head office ran on exported CSVs and optimism.
GAP
No single view of the guest. Marketing couldn't tell regulars from first-timers. Events were sold out and understaffed at the same time, in the same building.
INSIGHT
This wasn't a technology shortage. It was a technology surplus with no architecture. Adding another tool would have made it worse.
DECISION
Consolidate before automating. One reservation layer, one guest record, one events pipeline, then automate the handovers between them.
BUILD
Systems audit, platform consolidation, a unified guest data layer, automated event-to-staffing workflows, and dashboards the venue managers actually asked for. Integration engineering runs with a specialist technology partner from the hiAnzy network.
RESULT
Head office stops reconciling spreadsheets, venue managers see tonight's picture before tonight happens, and guest communication recognises the guest.
WHAT HAPPENED NEXT
Where it usually goes next: a loyalty layer, once there is finally one record of who is being loyal.
Read how we run this work:
An illustrative case: a composite of situations that come up often, not a record of one client engagement. No name, figure or result here belongs to a real client; the pattern is the point.
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