Reduce costs and improve customer experiences.
When SNÖ Hotels centralized hotel management with Dynamics 365 Business Central and consolidated data from multiple systems with Microsoft Fabric and Power BI, it improved visibility, streamlined operations, and reduced costs across properties, resulting in:
✅ 20% lower administrative costs
✅ 25% fewer stock shortages
✅ Faster guest check-ins
Read the customer story to discover how unifying data and centralizing systems with Microsoft solutions can help your organization achieve similar results.
How did SNÖ Hotels centralize operations with Microsoft 365 Business Central?
SNÖ Liberty Hotels started with a portfolio of independent hotels that relied on multiple disconnected systems, manual processes, and limited visibility across the business. To address this, they worked with their technology partner, Suitech, to redesign core processes—from reservations to financial consolidation—and place Microsoft Dynamics 365 Business Central at the center of their operations.
Business Central now acts as the hub for the entire hotel management system. It:
- Centralizes financials, procurement, HR, and inventory data.
- Integrates with Suitech PMS for reservations and housekeeping.
- Connects to Ágora POS for restaurant sales, SiteMinder for channel management, Redsys for payment processing, and Voxel by Amadeus for electronic invoicing.
- Feeds data into Power BI and Microsoft Fabric dashboards, giving management real-time visibility into production, occupancy, ADR, REVPAR, booking curves, pick-ups, and lead times.
An additional Power Apps–based purchasing app lets any employee submit and manage purchase requests without needing to learn Business Central. This setup gives SNÖ Hotels a single source of truth and allows them to manage multiple properties as easily as one, with consistent processes and better oversight across their 17 hotels and 400+ employees.
What business impact did SNÖ Hotels see from automation and AI?
SNÖ Liberty Hotels has seen clear, measurable benefits from automating workflows and introducing an AI-driven agent connected to Business Central.
Key outcomes include:
- 20% reduction in administrative costs by automating tasks like invoice approval and bank reconciliation and consolidating financial information in real time.
- 25% reduction in stock shortages through centralized inventory management.
- Over 30% reduction in check-in times thanks to digital workflows and the AI agent that supports remote check-in.
- 10% increase in upselling revenue during the booking and check-in process, driven by personalized product and service recommendations (such as ski passes and spa services).
Operationally, work that previously required three people for monthly closing now takes less than half the time. Finance staff spend more time on analysis and planning instead of manual data entry. Across the network, Business Central and Power Platform are helping SNÖ Hotels reimagine how time is used—freeing employees to focus on higher-value activities and improving the guest experience.
How does the Copilot Studio agent improve guest experience and internal efficiency?
SNÖ Liberty Hotels uses an AI-driven agent, built with Microsoft Copilot Studio and integrated with Business Central, to support both guests and internal teams.
For guests, the agent:
- Enables 24/7 remote check-in. Guests enter their details in advance and then simply arrive with a reservation number to collect their room key, which has helped cut check-in times by more than 30%.
- Suggests personalized add-ons such as ski passes and spa services, contributing to a 10% increase in upselling revenue.
- Acts as a virtual concierge, answering questions about hotel services, local restaurants, weather, and snow conditions by connecting to internal knowledge sources.
On the backend, the Model Context Protocol (MCP) server in Business Central acts as the integration hub. It:
- Routes the agent’s requests to the right systems (for example, validating check-in data with the property management system).
- Updates records back into Business Central.
- Enforces business rules, ensures data consistency, and logs transactions.
The team used Copilot Studio’s built-in telemetry to refine the agent. When they noticed failed check-ins due to data entry errors, they introduced adaptive cards to structure inputs and added custom entities so the agent could better recognize specific data like national ID numbers. Because Copilot Studio supports low-code changes, reception, operations, and finance leaders were directly involved in tuning the agent, which helped SNÖ Hotels iterate quickly and align the experience with real-world guest and staff needs.
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