Innovative Omnichannel (IOM) Project

The Innovative Omnichannel (IOM) project is a cross-border cooperation initiative implemented by MAIC d.o.o. in partnership with HIT Property Management d.o.o. (Bosnia and Herzegovina) and SINBIA d.o.o. (Montenegro).

The project is financed from the Small Projects Fund (SPF) under the Interreg VI-A IPA Programme Croatia – Bosnia and Herzegovina – Montenegro 2021–2027, within the framework of the EmBRACE (Enhancing MSEs sustainaBle gRowth And CompEtitiveness) programme, under the authority of the Croatian Agency for Small Business, Innovation and Investment (HAMAG-BICRO).

Project Goal

The goal of the project is to develop an innovative omnichannel digital solution that provides a unified, user-oriented communication experience between guests, tourism service providers, and third parties such as maintenance and service partners.

Currently, many tourism businesses use several separate communication tools such as email, chat, messaging applications, and internal systems. These solutions are not fully integrated, which results in fragmented communication, unread or missed messages, duplicated work by staff, increased operational costs, and reduced service quality and competitiveness. Furthermore, communication with third parties is often handled manually and depends entirely on the human factor, creating a risk of delays or loss of information.

The Innovative Omnichannel solution addresses these challenges by creating a single integrated digital platform that unifies all communication channels, automates key processes, and improves transparency and coordination across all stakeholders.

Project Summary

MAIC d.o.o., together with its partners HIT Property Management d.o.o. and SINBIA d.o.o., is implementing the project “Innovative Omnichannel – IOM”, reference number 2024-SPA1 055, in accordance with the approved project application under the Interreg VI-A IPA Croatia – Bosnia and Herzegovina – Montenegro 2021–2027 Programme.

The developed solution enables unified communication between guests and tourism service providers, integration of third parties such as maintenance services, automation of guest communication processes, improved operational efficiency, and a higher quality of service and guest experience. The project contributes directly to strengthening innovation, competitiveness, and sustainable growth of small and medium-sized enterprises in the tourism sector.

Financial Information

The total value of the project is 230,821.03 EUR, of which 196,197.87 EUR represents non-refundable EU funding.
The project duration is 12 months, with an implementation period from 01 January 2025 to 31 December 2025.

Project Locations

The project is implemented in three countries. In Croatia, the project is carried out in Vukovar at Gospodarska zona Vukovar 5, 32000 Vukovar. In Bosnia and Herzegovina, activities take place in Mostar at Ulica kralja Zvonimira 3, 88000 Mostar. In Montenegro, the project is implemented in Budva at Žrtava fašizma BB, 85310 Budva.
The countries involved in the project are the Republic of Croatia, Bosnia and Herzegovina, and Montenegro.

Specific Objectives

The project focuses on strengthening sustainable growth and competitiveness of small and medium-sized enterprises, supporting productive investments, and promoting smart investments in research and innovation and competitive entrepreneurship within the tourism sector.

Main Results

Through project activities, investments are made in research and innovation, in the development of a new digital product, and in strengthening sustainable growth and competitiveness of SMEs. The project contributes to the following programme indicators: SMEs introducing product or process innovation, solutions taken up or up-scaled by organizations, pilot actions jointly developed and implemented, and jointly developed digital solutions.

Expected Results

The project results in the development of a multichannel (omnichannel) communication module that enables unified communication between guests, tourism service providers such as travel agencies, hotels, and hospitality facilities, and third parties such as maintenance and service providers. The solution reduces response times, improves coordination, lowers operational workload, increases service quality, and enhances overall business competitiveness.

Project Activities

The project includes activities focused on the development of a new innovative digital product and procurement of equipment for joint development. All three partners collaboratively design, develop, test, and implement the solution, which will later be launched on the market through joint commercialization activities.

These activities include personnel costs and related administrative expenses, external expert services, procurement of equipment needed for development, external project management services, and communication and promotional activities.

Sustainability of the Project

Sustainability of the project results is ensured through continued cooperation between all three partners after the completion of the project, especially during the commercialization phase.

Responsibilities are divided according to expertise. MAIC d.o.o. is responsible for the technical development, maintenance, and further improvement of the solution. HIT Property Management d.o.o. and SINBIA d.o.o. are responsible for developing operational processes and protocols for implementing the solution within tourism organizations.

This cooperation model ensures long-term usability and market applicability of the developed product.

Project Partners

MAIC d.o.o. (Croatia) – Technical development and system architecture
HIT Property Management d.o.o. (Bosnia and Herzegovina) – Operational processes and pilot implementation
SINBIA d.o.o. (Montenegro) – Operational processes and pilot implementation

Additional Information

More information about the EmBRACE Small Project Fund is available at: https://cbchb.eu/

EU Disclaimer

This website has been produced with the assistance of the European Union. The contents of this website are the sole responsibility of MAIC d.o.o. and can in no way be taken to reflect the views of the European Union.