Customer stories | Royal Caribbean

Royal Caribbean sets sail with IoT

For many, it’s a dream vacation: a voyage aboard a magnificent floating city at sea. Royal Caribbean International set out to create the best customer service possible aboard its line of luxury cruise ships. By connecting more than 650 existing and new devices (digital signs, POS terminals and tablets) and harnessing the resulting ocean of data, the company created a truly personalized guest experience.

Royal Caribbean sets sail with IoT

The solution:

Harnessing an ocean of data

Royal Caribbean’s new system built on Microsoft’s technologies for the Internet of Things (IoT) connects hundreds of devices and combines new and existing data streams, enabling powerful insights into what guests want, and where and when they want it. By vastly simplifying access to that data, and connecting people and infrastructure together, Royal Caribbean is changing the trajectory of its business in real time.

“We have more than 2,300 employees working in many different areas on board ships,” says Jason Miller, technology analyst, Royal Caribbean. “We wanted a solution that would cut down on the time it took them to find information.”

Bon voyage to manual processes

Bon voyage to manual processes

Bon voyage to manual processes

In the past, the ship’s systems relied heavily on manual processes and fragmented data systems. Cruise-line staff worked with PAR and Agilysys to connect 325 point-of-sale (POS) terminals and 50 tablets to collect data on spending patterns and sales promotions. When the data is analyzed in back-end systems, the resulting insights enable staff to dream up new and better ways to meet guests’ needs.

The business impact

Challenge

Royal Caribbean International, the second-largest cruise company in the world with 22 ships that sail to more than 270 destinations, wanted to improve food safety and insight into customer behavior on its innovative new Oasis-class ships.

Solution

Royal Caribbean deployed a solution that connects Windows devices including POS terminals, tablets and digital signs, with back-end servers. Thirty-five handheld devices connect to existing equipment to increase efficiency in food inspection processes.

Benefits

  • Integrates data from POS, tablets, signage, TV, photo gallery, and ticketing systems
  • Automates alerts for cooler malfunction
  • Reduces time to complete checklists and generate temperature compliance reports
  • Cuts temperature check times by 60%

Deliver differentiated customer experiences

Microsoft Azure IoT services enable businesses in retail and hospitality to build smarter operations, increase business agility, gain better insights and transform customer experiences.

Microsoft’s Internet of Things blog

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