An Unlikely Match?
It's no secret that most of our clients are international bodies or non-profit organisations. In the early years of our two-decade journey, we provided digital services to several major international organisations. This established our credentials in that sector. One thing led to another. Our roots in editorial photography and early contracts with international organisations resulted in a natural preference for those types of clients.
The Dusit Hotel Group showed us that it doesn't have to be that way.
The thing about digital asset management is that many of the principles at the heart of any good system are the same. Features like secure centralised storage, accurate file retrieval, access controls and usage tracking are core to effective media management, whatever the organisation
The qualitative difference between digital asset management platforms lies in the alchemy of a great user interface design, workflow, and an ever-expanding feature set. These are all areas where LightRocket Enterprise shines.
So, when we began talking to the Dusit Hotel Group way back when (meaning so many years I can't actually remember how long ago it was - but let's say around 8 years ago), we knew we had a product that could add value for Dusit but we weren't sure if LightRocket would be a good fit. Or rather, we weren't sure that Dusit would see us as a good fit.
The Personal Touch
The Dusit Hotel Group is a major global business, the kind of international hotel group that deals with legions of suppliers all over the world, every day.
Naturally, hotels are very much about appearances. To lure customers and project an image of quality, style, and sophistication, Dusit regularly invests in the creation of visual assets - mainly photos and videos. Future guests need to visualise the kind of luxury that awaits them. Their first contact with a Dusit Hotel will often be through a picture or video they see online.
So far, so obvious.
The challenge for the LightRocket team, was not only to convince Dusit that it needed a tool to organise its growing archive of visual resources, but to make a connection that would separate us from the faceless mass of suppliers continuously knocking on Dusit's corporate door.
For sure, you can make sales just by looking the part (as long as you can walk-the-walk to a minimal level).
At LightRocket, however, we genuinely believe in establishing a personal connection with all our clients. Getting down and dirty into the details of their business and their needs. It's not just good for our souls (we all need more human contact), it's good business too.
In the case of Dusit, our business development and tech experts invested time with various members of the hotel group's team. Our mission was to fully and comprehensively understand the challenges our future client faced, and to then clearly show how LightRocket could provide solutions.
The questions came thick and fast. Where and how were pictures stored? Who was responsible for distribution? Was usage tracked? What workflows, if any, were in place?
All of which is to say that we sought to understand the specificities of Dusit's needs, and to get a sense of their unique corporate landscape. By gaining a deeper understanding of Dusit's media management challenge, we were able to provide personalised advice as to how LightRocket's range of media management features could be moulded to fit Dusit's requirements.
Making It Work
At the beginning of this piece, I drew attention to the fact that Dusit was not our usual type of client. The essence of this case study is to illustrate that by applying the same personalised approach we've taken with our not-for-profit clients, we can also deliver real value to major corporations.
Through consultation, ongoing support, upgrades and providing personalised advice, we have demonstrated to Dusit that we can deliver the service and value they need. Year after year, their archives grow and their needs shift. And we shift with them. We regularly respond to requests for support and advice throughout the year to maintain the connection we have established with our client. With time, Dusit and LightRocket have grown together to find the best possible solutions for their digital archive management.