Solving vacation rental challenges with streamlined, scalable solutions that improve efficiency and operational performance
Large-scale, multi-cloud Salesforce estate across customer operations
Summary
Mint Consulting supports Awaze through our managed services, providing a specialised and skilled team that works collaboratively to deliver key enhancements to Salesforce Field Service. This includes automating payment approvals, resolving P1 issues, and providing out-of-hours support for critical systems. We also support third-party applications such as Formstack and DocuSign, and collaborate on rapid enhancement initiatives through Configathon events
About Awaze
Awaze is a leading European vacation rental management company operating multiple brands, managing over 90,000 properties across 36 countries and serving around 6 million guests annually. Its core focus includes vacation rentals, property management, booking and customer service, and owner and guest experience, with Salesforce supporting key processes, customer interactions, sales efficiency, and complex Field Service operations.
Details
Solutions
Challenges
Manual Approvals Draining Time and Resource
Users were spending far too much time manually approving Work Order Line Item payments, effort that should have been automated.
A Salesforce Environment of Exceptional Complexity
With high volumes of Service Resources, Service Appointments, and intricate nested Mobile Flows, Awaze's Salesforce Field Service environment demanded a level of ongoing management most providers couldn't match.
Out-of-Hours Outages Leaving the Business Exposed
Critical failures don't keep office hours yet weekend outages were leaving Awaze vulnerable to serious business and reputational consequences with no cover in place.
Solution
Automating the Approvals That Didn't Need a Human
A smart auto-approval solution was designed to handle WOLI payments that meet defined business criteria, specific work types or amounts below a set threshold, removing unnecessary manual steps from the process entirely.
Giving Users the Tools to Move at Scale
A standard Salesforce List View interface was introduced, empowering users to mass update the approval status of up to 200 WOLI records at a time, turning a laborious task into a matter of clicks.
A Managed Services Team Across Every Critical Platform A dedicated Managed Services team was brought in to handle day-to-day BAU support across Sales Cloud, Service Cloud, Field Service, and MuleSoft, giving Awaze the expert cover their environment demands.
Out-of-Hours Cover When It Matters Most
Specialist weekend support was established to provide second-level technical expertise for critical incidents, ensuring no outage goes unaddressed simply because it falls outside of business hours.
Collaborating on Innovation, Awaze Style
Mint joined Awaze's "Config-athon" events in Denmark, gamified, high-energy development sessions focused on delivering high-priority Field Service enhancements through genuine collaboration and shared momentum.
Outcomes
Hours Saved, Every Single Week
By automating WOLI payment approvals, users reclaimed meaningful time previously lost to manual processing, time that can now be directed where it matters most.
Rapid Response When the Stakes Are Highest
Weekend out-of-hours coverage ensured continuity of access to Mint's technical experts, with a guaranteed two-hour response window for complete system outages or critical business function failures.
Hit the Ground Running From Day One
Through Config-athon participation and structured onboarding, Mint arrived fully briefed on Awaze's challenges, enabling tailored, effective support from the very first day of the Managed Services contract.
Support That Serves the Bigger Picture
Every enhancement and support activity was mapped directly to Awaze's broader strategic goals, driving process efficiency, increasing customer conversion, and improving owner satisfaction and retention.
Strategic Scalable Partnership
Mint partnered with Awaze to deliver comprehensive Salesforce managed services across their large-scale, multi-cloud estate spanning customer operations and MuleSoft integrations. Recognising the need for enterprise-grade support with out-of-hours coverage, Mint implemented a dedicated managed services model featuring weekly backlog grooming, monthly roadmap planning with stakeholders, and blended UK-India delivery for scalable capacity.
Beyond reactive support, Mint acted as a strategic advisory partner to Awaze's evolving customer experience vision while providing heavy operational support for Field Service across Europe. The partnership established clear governance structures, improved roadmap visibility for prioritised enhancements, and created scalable enterprise support aligned to business growth—ensuring the Salesforce platform actively supports Awaze's strategic CX objectives.
We very much see the Mint team as an extension of our own team ... being able to lean on a partner like Mint is absolutely fundamental to our success.
Product Director
Awaze
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