Case Study

Premier Online Vacation Rental Company
Grows with Known Factors

VacationRoost is a premier full-service vacation
rental online travel company with more than
150,000 professionally managed homes, condos
and cabins in 80 destinations worldwide.

“The system that Known Factors implemented helped us bridge
from a start-up to a more mature, growth path company. I can’t
recommend Known Factors highly enough.”

George Trevino, Owner


Challenge

Rapid Growth Outstripped Database Capabilities – Needed to have a stable, flexible database solution as company grew and took on new business opportunities

New Customer Requirements – Meet challenge of customers with their own data warehouse and access requirements

Solution

Dynamic, Cloud-based Data warehouse – Cloud-based data warehouse solution that allowed VacationRoost to quickly implement a “hands-free” system, while leaving the path open to further growth

Benefits

Increased Sales and Revenue – The Known Factors implementation allows rapid, detailed sales reporting and analysis, resulting in increased sales and revenue.

Improved Customer Service – Solution provides higher quality white label support services, expand its partner base and grow into new business opportunities.

The Challenge

The original data system was
struggling to keep pace

VacationRoost has been expanding its business into a non-consumer channel by launching its Partner Solutions which includes outsourced white-label call center services as well as and booking support for resorts and other vacation providers. However, its original data system was struggling to keep pace with both its consumer growth and these new demands, leading to IT resources becoming over-committed and sales staff experiencing delays in accessing key customer data.

“As we started to grow into new business opportunities we were really hitting the wall with our original data system,” said George Trevino, CFO of VacationRoost. “Not only did we have IT resource issues trying to deal with old, sometimes customized code to get what we needed from our system, but the archival and transactional data resided on the same servers leading to unacceptable slow-downs in accessing customer data while trying to close a deal. We needed help!”

As VacationRoost also started branching out into its Partner Solutions it needed to partition its system and allow clients to access unique databases and functions that the existing system simply couldn’t deliver properly.

The Solution

Cloud-based dataware house solution

VacationRoost began a search for business intelligence solutions, and examined both open source BI solutions and proprietary solutions from multiple vendors. “I reviewed a series of vendors, and the only one with the approach and solution I needed was Known Factors,” said Mr. Trevino. “Instead of getting right into technical issues they started by asking me about my business, and what my needs were. They had the technical skills and the business savvy I needed.”

“The key to a great solution is understanding what the business needs of our customers are instead of approaching their challenges from a purely technical angle,” said Mike van Thiel, President of Known Factors. “That allowed us to see how VacationRoost needed a solution that could handle customized access for multiple 3rd party clients, from white-labeled resort partners, and corporate customers worldwide, with much more complex reporting and analysis needs than they’d ever provided before.”

After analyzing VacationRoost’s business needs, Known Factors designed a Cloud-based data warehouse solution that allowed VacationRoost to quickly implement a “hands-free” system, while leaving the path open to further growth and even to taking their system fully in-house to their preferred rack-space provider.

The system implemented by Known Factors created a data warehouse in which each business unit and partner has access to their particular accounts and data, with archival and transactions systems separated to maximize system efficiency and allow VacationRoost to analyze company data without impacting customer services and sales.

The Results

Steer sales oppurtunities & translate knowledge

“The system implemented by Known Factors was exactly what we needed, and has allowed us to turn our company data into a goldmine of sales information and new opportunities,” said Mr. Trevino. “We can now dig deep into our sales data to ‘peel the onion’ and measure success by close rates and other metrics that are meaningful. The solution allows us to improve both our consumer and Partner Solutions by having more robust reporting and real-time data that matters.”

The Known Factors implementation allows VacationRoost to analyze sales and operational information with more granularity and weigh sales agent performance not only by close rate and volume, but by value to the company in terms of the types and destinations of vacation packages booked during various travel seasons during the year.

“We’re now able to more accurately analyze sales agent close rates weighted by the value of the vacation package to the company, and then work with the sales agent to understand how they are being successful,” Mr. Trevino said. “Not only can we then steer sales opportunities to the agents with the highest close rate for a particular type or destination of sale, but we’ve also been able to translate their knowledge to other agents to achieve higher overall sales as well.”

The Known Factors implementation has also allowed VacationRoost to provide higher quality white label support services, expand its partner base and grow into new business opportunities.

“Our business growth was being hampered by our data system – it wasn’t flexible or dynamic enough, and it was causing service delays and additional costs. We needed a data warehouse system that could support our “leap” into new business opportunities and directions. The system that Known Factors implemented helped us bridge from a start-up to a more mature, growth path company. I can’t recommend Known Factors highly enough.”

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