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17
Apr
2019
7
min

Success Story: SISTERHOTELS Group

Stéphanie Batten, General Manager - SISTERHOTELS Group

Hôtel Bassano

WHY LOUNGEUP?

“LoungeUp has allowed us to set up a complete guest journey which starts from the very moment of reservation until after their stay.

LoungeUp has also allowed us to put in place additional sales, to capture guests who come via OTA’s then to win their loyalty.

And finally, effectively collect a maximum amount of data to reuse intelligently and to be able to continuously personalise the welcome.”

A SUCCESSFUL IMPLEMENTATION

“To succeed in setting up a tool like LoungeUp, you must carry out an upstream reflection and inscribe the approach in a global CRM reflection.

You must also win the support of your teams and train them correctly since it’s a tool that they will use everyday.”

HOW ARE THE RESULTS?

“Generally the results are very positive, we have excellent guest feedback, teams immediately took to it and are more available and effective.

This allowed us to make additional sales and to reinforce our image of an independent and innovative hotel group.

We are always available to listen and eager to try new developments that LoungeUp offer us.”

Find out more about the SISTERHOTELS group
"We haveexcellent feedback from our customers, the teams have immediately bought in and are more available and efficient. It has also allowed us to make additional sales and reinforce our image as an independent and innovative hotel group."

Some statistics

Customer relationship management

➢ 78% opening rate for pre-stay e-mails
➢ 64% opening rate for post-stay e-mails

Operations management

➢ 34 tasks completed per day
➢ 55 messages exchanged between teams per day
➢ 52% of maintenance tickets closed in less than a day

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