Leading an Onboard Transformation
Carnival Corporation better serves and understands guests by using Dell mobile technologies
For Carnival Corporation, the guest experience is everything. The company, which operates 10 cruise-line brands across the seven seas — including the premium Holland America brand — strives to deliver the highest-quality service to passengers each day. "The guest experience is what everyone is focused on," says Jason Grant, vice president of fleet technology at Holland America.
To deliver the best customer service, Carnival Corporation wanted to give its onboard employees better mobile tools, to enable faster response times to passengers. The organization also sought a way to bring more data analytics capabilities to its ships so it could better understand guest preferences and choices.
Enabling onboard mobility with Dell technologies
To achieve its goals, Carnival Corporation partnered with Dell to deploy new technologies, including Dell tablets. Passenger-facing ship workers use the tablets to order drinks and meals for guests and to inspect guest rooms. It also launched a new mobile app, giving passengers the ability to reserve excursions and order food.
To enhance data analytics, the company is using data collected from all systems to determine guest preferences
Transforming the guest experience
Using its Dell tablets, Carnival Corporation is transforming the onboard experience for passengers and staff. "We're able to provide a seamless guest experience," says Shawn Smith, a traveling IT officer for Holland America. "Guests are able to check their account using a mobile application we've deployed on board, and they can book shore excursions using their own devices and make purchases on the ship."
And because each department uses tablets on the ships, Carnival on-the-go professionals can interact more closely with guests and provide better service. For example, onboard Carnival employees use tablets to seamlessly perform cabin inspections, check in guests, and record guests' special dietary needs. Mobile workers even use tablets to order food for passengers during guest excursions on land. "Our service has improved. We know guests' names, and ordering is easier — stewards don't have to run to the galley anymore to deliver a ticket with the food order," says Don Habets, a hotel director for the Holland America line. "Guests have commented that they feel the service has been faster. So now we see how much more efficient we are with the tablets."
Finding out what passengers want
Carnival Corporation can now better understand its guest preferences, based on the data it receives through the tablets and onboard systems. "With this data, we are able to understand what's driving the guest experience: their preferences, their choices, their habits," says Grant. "And we can determine how to leverage the data to enhance that experience."