Strøm Spa streamlines operations across six resorts with Zenoti

My name is Justin Melanson. I'm the IT director and CIO at Strøm Spa Nordic. We have large resorts in Quebec province, six of them. You can come in and have a thermal experience, a lot of massotherapy.

Next year, we expect to have 600,000 customers. So, it's getting pretty large and we're looking to expand to other provinces in Canada and also in the U.S. in the next couple months and years. The system that we're using for about 12 years now is pretty obsolete, so we had to do a change. One example is that we didn't even have an online reservation tool. So, we've been trying to add that feature into our previous system for many months and we were really going nowhere. We had a system that we could do the reservation, but nothing for the massotherapy, and this is a large part of our business.

So, because of that, in the last couple years, we've built customer service, a whole department with about 70 people full time to answer the phone and do the reservation for customers. So, we think that the online reservation is going to reduce the number of people working there. So, we're going to be doing some substantial economy for us. But also, the customer experience is going to be much better because people can now see what's available for massotherapy and also for the employees. So, it's going to be much easier to work with Zenoti versus the actual system we had.

The partnership was really good. It was really good actually from the beginning. We started working with Zenoti couple months ago. I'd say maybe five months, and I have a team at Strøm that's working with the implementation of Zenoti. The support there to import the data was just amazing. So, that was a big success.

Having a software like Zenoti, it's a possibility of growth. It's also a possibility to have better customer experience and employee experience, and it's very important for us.

We have really beautiful locations. The Strøm Spa, when you get in, it's really amazing. It looks good. It's well built. Where we were lacking was our IT infrastructure and all the software that we were using. So, Zenoti for us is like the first step into much better IT service. We're going to be changing most of the other systems too, but Zenoti is really the foundation of what we want to do.