Selected Work

Challenge

School of Service supports hospitality businesses in developing service, guest experience, operational behaviours and employee capabilities. At the same time, three separate systems supporting CRM, learning and operational processes created technical complexity, duplicated administration and high running costs. The opportunity is therefore broader than replacing systems: to develop a more integrated and scalable digital environment while continuing to strengthen and validate School of Service's services and value proposition for hospitality clients.

Approach

Outcome / Business Value

A working platform concept that demonstrates how separate systems and workflows can be consolidated into a simpler digital environment while creating a scalable foundation for School of Service's broader service offering. The solution is designed to:

• simplify administration
• reduce technical and system complexity
• support lower future operating costs
• improve onboarding, learning and operational communication
• create a more modern and accessible user experience
• provide a scalable foundation for future service and business development

The project is ongoing — these are intended benefits of the solution, not yet realised results.

Challenge

The B2B organisation needed to strengthen customer engagement and create better conditions for sales. At the same time, several B2B functions increasingly needed support from Marketing & Communications, which was already overloaded and had become a production bottleneck. The challenge was therefore not simply to improve collaboration: the organisation needed to create more customer and business value without continually increasing the workload on Marketing. That required clearer prioritisation, shared planning, changed ownership and a more scalable cross-functional way of working.

Approach

Outcome / Business Value

Established a shared planning process across five B2B business functions. The new way of working:

• reduced production bottlenecks within Marketing & Communications
• improved cross-functional collaboration
• shifted planning towards customer needs and business value
• increased ownership within the business
• enabled B2B Customer Service to independently deliver digital customer sessions rather than relying on Marketing
• created a more scalable approach to communication and customer engagement

Challenge

Manual management of a growing, high-value wine inventory required significant administration from restaurant management and staff. The existing workflow also made it difficult to maintain fast visibility of inventory, sales activity and operational follow-up.

Approach

Outcome / Business Value

The prototype demonstrated a substantially simpler digital workflow and the potential to reduce manual administration. It created the ability to support:

• real-time inventory visibility
• faster stock follow-up
• easier sales tracking
• management visibility into sales activity
• more efficient daily restaurant workflows
• future sales coaching and individual follow-up

These are demonstrated and potential benefits rather than measured results. Following the project, Villa Fridhem chose to procure an existing off-the-shelf solution rather than allocate internal resources to continued custom development.

Challenge

The venture was developing a relatively complex service for young drivers combining driving data, digital coaching and insurance-related incentives. The initial brief contained several different questions and potential product directions, creating a need to narrow the scope and establish which assumptions were most important to validate first.

Approach

Outcome / Business Value

Provided customer and market evidence that helped clarify product priorities and supported decisions about further development. The project demonstrated the value of reducing a complex product vision into focused, testable business questions before committing additional resources to development.