How Capsule Hotel increased online check-in rates & automated their guest journey

MARKETING

Capsule Hotel in Switzerland found a way to turn their guest journey into a multi-channel one, which resulted in higher online check-in rates. At the same time, they found a way to save time when managing their communications, leading to better engagement with their guests.

Why it matters: Personalisation and automation are key when building a guest journey. In this case study, Capsule Hotel is an excellent example of how to do both and achieve great results.

First, they created specific audiences: The team used Bookboost Multi-Channel CRM to create hundreds of possible segmentations, such as the channel they use, if they are first-timers, returning guests, and more. Second, they implemented an easy message building with customisable tokens: Through the Bookboost platform, the team has access to a wide range of tokens to personalise messages for their specific audiences. On top of that, the email builder makes it easier to personalise and edit every email. And finally, they gathered all their communication channels into one big inbox: The hotel’s communication channels are centralised into one unified inbox that allows them to keep track of every conversation without having to switch accounts and login details.

Top 3 Core Objectives: The main challenge for the Capsule Hotel team was to target the right audience via the right communication channel. They wanted to take their guest journey to the next level, personalise their communications even further and save time in their operations.

Multi-channel guest journey: They wanted to add different channels and ways to personalise their communications. They were also looking for a solution that allowed them to segment audiences with different characteristics and contact them using more channels.
Automate the guest journey: They were looking to use more message triggers, a feature that is key in order to automate a guest journey. This means, when a certain action is performed (for example, when a reservation is made), a message is automatically sent. The Capsule Hotel team wanted to send out the check-in details on guest arrival day using different channels instead of just email.
Reduce manual work: A lot of manual work was consuming their time in an unnecessary way. The team had several communication channels that needed to be reviewed separately, and they were looking for a way to optimise this process.

Innovators Mentioned

Capsule Hotel

Bookboost AB

Valentina Rodoni

Business Trainee

Capsule Hotel

Hendrik Renken

Project and Account Manager

Capsule Hotel

"Before Bookboost, communicating with guests was a bit challenging because I needed to check seven different channels. I had to check and refresh one channel after another to see if I had received any messages, but now I get an email notification from bookboost and I reply instantly! So I can safely (and happily) say that it made my time and my work more efficient."

Valentina Rodoni

Business Trainee

👍 Business Trainee Valentina Rodoni said that My time and my work are more efficient now:

"Before Bookboost, communicating with guests was a bit challenging because I needed to check seven different channels. I had to check and refresh one channel after another to see if I had received any messages, but now I get an email notification from bookboost and I reply instantly! So I can safely (and happily) say that it made my time and my work more efficient."

⚖️ The selection process: During their research process, Hendrik Renken evaluated Bookboost AB's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Bookboost AB was the best fit solution:

Project and Account Manager Hendrik Renken said, about their decision: "For us it was key, for example, to send out an online check-in email on the day of arrival at a specific time, and that was not possible before. An automated guest journey is also a crucial point because we don't have a reception at our Hotel in Lucerne. Everything is automated. This basically means that the customer journey has to be perfect in order to automate it. And that's what I see now with Bookboost."

📈 The results: By implementing the Bookboost Customer Experience Platform, the team was able to find the specific target audience and the right communication channel under one platform.

Higher rate of online check-in: After sending communication regarding online check-in through different channels, the brand has experienced an increase in the number of people that checks-in online, which helped them to streamline their processes. Adding WhatsApp as a messaging channel has made a great improvement, since if some people don’t open the email, they do read WhatsApp. So far, the brand is having an average of 60% opening rates regarding online check-in communications.
More efficient use of time: By bundling all their communication channels into one platform, they save time and effort and create higher satisfaction among their guests. By automating their guest journey, they reduce the time spent there and gain more control.
A more personalised communication: By targeting specific audiences, they can create hyper-personalised messages, making communication more straightforward and personal. They can truly adapt their messages to satisfy the guests’ needs and add value to their journey. After implementing Bookboost into Capsule Hotel, the team is able to spend less time in manual tasks and get a more complete and personalised overview of their communications.