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Case Levi Ski Resort

Digital customer experience brings effortlessness to holidays 

Digia's customer experience and growth marketing unit, Avalon, helped Levi Ski Resort build a clear digital entity of the customer experience. Customer relationship management takes place through one centralised platform, and the data collected from transactions helps the ski resort develop its services even better. 

 

The Levi Ski Resort is Finland's leading ski resort and a pioneer in digital customer experience. It serves outdoor enthusiasts not only during the winter season but also with diverse summer activities. The company's operations cover all slope-related services, from ski passes to rental operations, slope restaurants, and textile trade. Avalon has been Levi Ski Resort's marketing partner since the 1990s. 

In 2018, Levi Ski Resort decided to take a major step towards becoming a pioneer in customer experience and set out to renew its customer relationship management entity into a modern, digital data ecosystem.  

"The starting point was to collect data and understand the customer's intent and desires from the perspective of the company and services," says Marko Mustonen, Business Director of Levi Ski Resort.  

What we did

What we used

  • CX audit and CX Vision & Strategy
  • Change Leadership
  • HubSpot
  • SkiPerformance e-commerce solution 
When we at Levi decide to do something, the goal is raised high. When you have a sparring partner next to you with whom you work towards these goals, you get a good result.

Marko Mustonen, Business Director, Levi Ski Resort

Ease and effortlessness at the heart of the customer journey

Avalon and Levi Ski Resort jointly implemented a customer experience development project in which the slope company's digital customer journey was completely rebuilt. All the system environments used and needed by the slope company were evaluated, and a clear, centralised digital entity was created based on them, covering the e-commerce solution, website and Levi Resort mobile application.  

Content management for all channels and customer encounters occurs through one centralised platform.   

"We can communicate with the customer in a suitable way and at suitable times," Mustonen says. 

The app serves as the key to the Levi experience

At the heart of the digital customer experience is the Levi Resort application, which offers the ski resort's entire offering to the customer regardless of time and place.  

"The entity has been built so that the customer can get a big picture of Ski Resort's functions and services easily by opening the application. It is the culmination of the entire offering and path," says Mustonen. 

The application includes, among other things, hyperlocal weather information, slope cameras, up-to-date information about services in the area, and the loyalty program Levi Black. It also provides the customer with plenty of data on the customer's own activities in Levi: it can be used to check elevator climbs, slope kilometres, and vertical meters, for example.  

"The goal is for the customer to have an easy and safe feeling to be in the fell," Mustonen sums up.

Customer understanding increases with a loyalty program

Customer engagement and building customer understanding are supported by the Levi Black customer loyalty program, which covers all of Levi Ski Resort's services, from rental and ski school to shops and restaurants. The data collected through the program is utilised in understanding customer needs and developing services. 

"This allows us to communicate with the customer at the right time and in the right way, as comfortably and smoothly as possible," says Marko Mustonen. 

A major reform should be started early

A modern digital customer experience is a significant competitive factor for the Levi Ski Resort. 

"The timing of the project was perfect because the development of digitalisation, which started a few years ago, is now even more relevant today. In the future, online commerce will account for almost 100% of this business. The path is clear – we need to develop this and take the next step forward," Mustonen sums up.

Avalon's expertise played a significant role in the major reform. 

"When we start to develop and expand this kind of entity into a comprehensive customer experience, we need different kinds of experts as well as vision and encouragement. It has been good to work with Avalon, and we have been pioneers in many areas," Mustonen says. "When we at Levi decide to do something, the goal is raised high. When you have a sparring partner next to you with whom you work towards these goals, you get a good result."