Reaching tourists on digital platforms.
Although Hon Mat Tourist Area (Nghia Dan) has only been in operation for a short time, it has actively implemented digital transformation and applied information technology to its business. In management and operation, the unit uses sales management software to replace manual paper-based records. All data on inventory, sales, stock levels, customer numbers, orders, etc., are digitized for efficient management and processing.
Visitors can order products, services, and tours from Hon Mat Farmstay through the Fanpage, Website, and Zalo to submit requests, save waiting time, and obtain necessary information before using the service.
To enhance service quality and visitor experience, Hon Mat Tourist Area utilizes a Review and Rating system on online platforms (Google, Facebook). This increases interaction, helps the business better understand visitor feedback, suggestions, and expectations, enabling them to improve quality and address shortcomings to better meet customer needs.
Hon Mat Farmstay makes the most of its social media presence on platforms such as its Fanpage and TikTok, as well as on popular media outlets in the province and nationwide, such as Review du lich Nghe An ; du lich Nghe An; Farmstay Vietnam, etc.
“This saves costs compared to participating in workshops and direct media events both within and outside the province. In particular, these social media platforms are effective and have a strong and rapid reach, helping to 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 its app and website; all transactions with customers are conducted online. The company has implemented sales and customer interaction channels through its official Fanpage and Zalo accounts for each branch.
Even the signing process no longer uses paper files but is done via online signatures. In addition, automated software is used to accumulate points for customers when they purchase tours, allowing them to activate gold, silver, and diamond membership cards.
According to Ms. Cao Thi Thanh, Deputy Director of Vietravel Nghe An branch, digital transformation mainly involves applying smart technology to tourism to engage customers more effectively, enhance customer experience, and provide faster customer support, thereby improving operational efficiency.
At destinations such as Cờn Temple (Hoàng Mai town), the Vietnam-Laos International Martyrs' Cemetery (Anh Sơn), and the Phan Bội Châu Memorial Area (Nam Đàn), QR code scanning has been implemented, facilitating quick access to services for tourists. In particular, the Kim Liên National Special Historical Site is a leading unit with many outstanding activities in digital transformation.
"Nghe An's tourism areas, attractions, and businesses have been implementing various solutions to enhance accessibility for tourists on digital platforms. This will lay the groundwork for the formation of a smart tourism ecosystem in Nghe An."
- MR. NGUYEN MANH CUONG - DIRECTOR OF NGHE AN PROVINCE TOURISM DEPARTMENT -
Challenges
The initial results and progress in the digital transformation of Nghe An's tourism industry are undeniable, but this process still faces many difficulties and challenges.
According to Mr. Nguyen Bao Tuan, Director of the Kim Lien National Special Historical Site Management Board, the implementation of digital transformation in the Kim Lien National Special Historical Site is facing difficulties in developing the content that needs to be digitized, determining implementation criteria, and prioritizing the clusters of historical sites for digital transformation; as well as surveying, collecting, and building a database to support digitization.
Furthermore, this is a relatively new field, lacking a skilled workforce in information technology to meet the demands of the job... The biggest challenge is the funding for digitization; investment resources are insufficient and do not ensure synchronization. Consequently, the data repository is not regularly, continuously, and sustainably updated; data linkage for shared exploitation to meet development needs has not been considered, and there is no linkage or hierarchical management of data exploitation.
The Hon Mat Tourist Area is also facing similar difficulties, as the unit lacks funding for upgrading and purchasing equipment and machinery to support the digital transformation process. Furthermore, the telecommunications infrastructure does not meet the needs for information processing and connectivity; 4G signals are very weak and intermittent, sometimes affecting business operations and the ability of tourists to receive information. This is also a common situation for tourist areas and destinations in remote and rural regions.
Mr. Nguyen Duc Hien, Chairman of the Provincial Tourism Association, believes that the digital transformation process in the tourism industry is not as easy and straightforward as anticipated. The major difficulties currently stem primarily from a shortage of resources (including financial, technological, and human resources); barriers in corporate culture; a lack of data (including reports and information analysis); leadership vision; and attitudes towards adopting and applying digital technologies, etc.
Orientation, recommendations
“Implementing the Provincial People's Committee's plan on digital transformation, the province prioritizes the development of smart tourism platforms and infrastructure by 2025. Gradually building, digitizing, and storing tourism data aims to form a digital information system on tourist areas, destinations, service facilities, tourists, and the tourism market…”.
- Comrade Bui Dinh Long - Vice Chairman of the People's Committee of Nghe An Province -
Given the challenges they are facing, tourism areas, destinations, and businesses have agreed on several solutions for the digital transformation of the tourism industry. First and foremost, rapidly developing and improving telecommunications infrastructure within tourism businesses and establishments is a strategic task that needs to be given top priority.
Through digital platforms in the tourism industry, a more complete digital information system is built, enabling businesses and customers to access information quickly and accurately, saving time and costs.
The tourism sector needs to regularly organize training courses for tourism management staff in localities and businesses to improve their capacity to access and utilize information technology applications for tourism. In addition, it is necessary to promote the application of digital technology to help tourists find safe destinations and stay updated on information and activities of the tourism industry.
Simultaneously, to support small and medium-sized enterprises (SMEs) in the tourism industry in their digital transformation, a set of tourism digital transformation indicators has been issued for these businesses. This indicator assesses the current state of digital transformation of businesses based on the following pillars: leadership and organization, processes and operations, customers, innovation, technology, and data.
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