Client story The Perfect Run: Boyne Resorts Taps Into Data for Competitive Edge

Conquering data silos

Like many growing organizations, Boyne had been managing several disconnected systems leading to customer data silos — until they saw an opportunity to transform their approach and understand guests at a deeper level.

“We’ve always operated with a guest-first mentality,” said Ryan Kneeshaw, VP of IT Enterprise Architecture. “But the number of systems we had supporting those experiences had created silos of data and fragmented customer insights across different platforms.”

Boyne Resorts needed a partner who could break down the data silos and integrate multiple systems to deliver personalized experiences and change their trajectory. That’s when they partnered with Insight to drive outcomes.

A transformational shift in technology

Boyne Resorts’ partnership with Insight shines in integration for an app known as Customer 360 — bringing together customer data scattered across multiple platforms into one unified record. This was a significant upgrade from having separate customer profiles in various systems which offered a limited view. Boyne can track a guest's activity across every touchpoint — from purchase history to interactions at the resort.

According to Kneeshaw, “The integration of our systems has been a game-changer. We’re now able to connect our systems and tie together customer data in a way we never could before. Insight helped us bring the pieces together and make our operations smarter and more customer focused.”

And, Boyne’s transformation doesn’t end with the Customer 360 platform. In parallel, the resort is undertaking a big overhaul of its retail platform. Previously, they used a single retail system based on an ERP platform. With Insight’s help, they transitioned to a best-of-breed approach, adopting specialized tools like Deposco for inventory management, Akeneo for product management, and Shopify for retail transactions.

“We’ve embraced a strategy that’s focused on quality applications for specific purposes, rather than one monolithic ERP system. The integrations tie these systems together seamlessly.” said Kneeshaw.

Scalable solutions for the future

Boyne Resorts’ new systems are designed with scalability in mind. By building integration flows that allow for flexibility in the future, Boyne can replace a system, and easily swap it out without overhauling the entire architecture.

This kind of long-term thinking — building systems that can flex at the foundational level — is helping Boyne Resorts adapt to changing needs, positioning them to stay competitive in a fast-moving market.

This flexibility has also been critical in the creation of MyAccount, an additional application that will allow customers to view their orders, whether they were made in-store or online, across different systems. By leveraging the integrations built with Customer 360, Boyne can offer a seamless digital experience that brings all customer interactions into one unified view.

A true partnership for growth

Technical expertise and strategic consulting continue joining forces to differentiate Boyne Resorts’ strategy to keep delivering delightful experiences. Dan Beeler, CIO at Boyne, reflects on the partnership: “We rely on Insight as a thought leader to do our strategic validation…Insight has the go-to experts, resources and capabilities in one place that has enabled us to make real progress.”

The collaboration has allowed Boyne to stay competitive in the rapidly changing ski industry. As internal resources expand for Boyne, their unflinching, flexible partnership with Insight gives them access to high-end skill sets on demand.

Looking ahead: A continued focus on customer experiences

As the ski industry evolves, Boyne Resorts stands ready to transcend basic digital experiences with smooth, personalized interactions across all touchpoints.