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.