Reaching visitors on digital platforms
Although Hon Mat Tourist Area (Nghia Dan) has not been in operation for long, this tourist destination has actively implemented digital transformation, applying information technology to serve business. In management and operation, the unit uses sales management software to replace manual paper writing, all data on import, export, inventory, number of customers, orders, etc. are dataized for effective management and processing.
Visitors can order, book services, book tours of Hon Mat Farmstay through Fanpage, Website, Zalo to make requests, save waiting time and have necessary information before using the service.
To improve the quality of service and experience for visitors, Hon Mat Tourist Area applies the Review and Rating mode (evaluation, comment and score) on the website (Google, Facebook). From there, increase interaction, help businesses better understand the compliments, criticisms, suggestions as well as the wishes of visitors, help the unit improve quality, overcome limitations to meet the needs of customers.
Hon Mat Farmstay makes the most of communication on social networking sites such as the unit's Fanpage, TikTok as well as famous media sites in the province and the whole country such as Nghe An Tourism Review; Nghe An Tourism; Vietnam Farmstay...
“This saves costs compared to participating in seminars and direct communication events inside and outside the province. In particular, through these social networking sites, the effectiveness and strong and fast spread help connect with tourists from all over the country and build a widespread agricultural tourism network,” said Mr. Dang Trong Tan - Director of Hon Mat Tourist Area.
As a travel company, Vietravel Nghe An has recently been selling tours through the company's app and website; all transactions with customers are conducted via the Internet. The unit has deployed sales channels and interacted with customers through the company's official Fanpage and Zalo at each branch.
Even the signature process no longer uses paper files but is done with an online signature. In addition, using software that automatically accumulates points for customers when purchasing a tour, customers will receive points to activate gold, silver, and diamond cards.
According to Ms. Cao Thi Thanh - Deputy Director of Vietravel Nghe An branch, digital transformation is mainly about applying smart technology to tourism to better engage customers, enhance customer experience, and support customers more quickly, thereby increasing operational efficiency.
At destinations such as Con Temple (Hoang Mai town), Vietnam - Laos International Martyrs Cemetery (Anh Son), Phan Boi Chau Memorial Site (Nam Dan), QR code scanning has been deployed, creating conditions for visitors to quickly access services. In particular, Kim Lien National Special Relic Site is a pioneer with many outstanding activities in digital transformation.
“Nghe An tourism areas, destinations and businesses have been implementing various solutions to enhance accessibility to tourists on digital platforms. This will create the premise for forming a smart tourism ecosystem in Nghe An.”
- MR. NGUYEN MANH CUONG - DIRECTOR OF NGHE AN DEPARTMENT OF TOURISM -
The challenges
The initial results and changes in the digital transformation process of Nghe An tourism industry are undeniable, but this process still has many difficulties and challenges.
According to Mr. Nguyen Bao Tuan - Director of the Management Board of Kim Lien Special National Relic Site, the implementation of digital transformation at Kim Lien Special National Relic Site is facing difficulties in developing the contents that need to be digitized, determining the implementation criteria, relic clusters that need to be prioritized for digital transformation; surveying, collecting, and building a database for digitization.
Furthermore, this is a relatively new field, without a team of human resources proficient in information technology to meet the job requirements... The biggest challenge is the issue of funding for digital content implementation; investment resources are too small, not ensuring synchronization. Therefore, the data warehouse has not been supplemented regularly, continuously and sustainably; data linkage has not been considered for joint exploitation to meet development needs, there is no linkage and decentralization of data management and exploitation.
Hon Mat Tourist Area is also facing similar difficulties, as the unit is lacking funds to invest in upgrading and purchasing equipment and machinery to serve the digital transformation process. Furthermore, the telecommunications infrastructure has not met the needs of information processing and connection, the 4G signal in the area is very weak and unstable, sometimes affecting business activities and information reception of tourists. This is also a common situation of tourist areas and spots in remote areas.
Mr. Nguyen Duc Hien - Chairman of the Provincial Tourism Association said that the digital transformation process of the tourism industry is not as easy and smooth as expected. The current major difficulties mainly come from the lack of resources (including financial, technological and human resources); barriers in corporate culture; lack of data (including reports, information analysis); leadership vision; psychology in approaching and applying, etc.
Orientation, proposal
“Implementing the Provincial People's Committee's plan on digital transformation, in which the province prioritizes the development of digital smart tourism platforms and infrastructure by 2025. Gradually building, digitizing, and storing tourism data to form a digital information system on tourist areas, destinations, service facilities and tourists, tourism markets…”.
- COMRADE BUI DINH LONG - VICE CHAIRMAN OF NGHE AN PROVINCE PEOPLE'S COMMITTEE -
From the difficulties being encountered, tourism areas, locations and businesses have agreed on a number of solutions in the digital transformation process of the tourism industry. First of all, the need to quickly develop and complete telecommunications infrastructure in businesses and tourism businesses is a strategic task that needs to be given top priority.
Through the digital platform in the tourism industry, the digital information system is built more completely, creating conditions for businesses and customers to grasp information quickly and accurately, saving time and costs.
The tourism industry needs to regularly open training courses for tourism management staff in localities and businesses, in order to improve their ability to access and exploit information technology applications for tourism. In addition, it is necessary to promote digital technology applications to support tourists in finding safe destinations and updating information and activities of the tourism industry.
At the same time, support small and medium-sized enterprises in the tourism industry to transform digitally, issue a set of tourism digital transformation indexes applicable to businesses. This index assesses the current digital transformation status of businesses based on the pillars: leadership and organization, processes and operations, customers, innovation, technology and data.
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