How smart messaging achieve significant staff savings and created more profitable customer relationships

GUEST EXPERIENCE

Easyway helped the Intercontinental David Hotel to drive significant savings in operations, fulfil its eco-commitments, increased guest engagement and opening up ancillary revenue opportunities.

Why it matters: The case it's important because shows that Easyway's platform is a important tool to provide a higher level of personalised service and attention, increasing their customer loyalty and gaining extra revenue

The system is fully customised to reflect the language and style of the hotel’s brand and thanks to easyway's AI assistant and translation capabilities, staff can set up automated responses to commonly asked questions. Through two-way text dialogue, the hotel reception and reservation teams are able to respond and communicate with guests in real-time, providing a highly personalised service. Also with Easyway's help they can implement goal-based marketing strategies and deliver personalised services and interactions.

Top 3 Core Objectives: The objectives of the case were specially to create a whole new and personalized experience the hotel guests helping them to increase engagement, revenue and loyalty.

Personalise service: Provide a higher level of personalised service and attention.
Increase the revenue: Opening up ancillary revenue opportunities
Increase guest engagement: Instant communication to improve response time in any language in real-time to increase guest loyalty and engagement.

Innovators Mentioned

InterContinental David Tel Aviv

Easyway

Valeriu Goiciu

Night Operations Manager

InterContinental David Tel Aviv

"Easyway gave us everything we were looking for to grow. Their platform really help us in many ways."

Valeriu Goiciu

Night Operations Manager

👍 Night Operations Manager Valeriu Goiciu said that Easyway gave us everything we were looking for to grow:

"Easyway gave us everything we were looking for to grow. Their platform really help us in many ways."

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

Night Operations Manager Valeriu Goiciu said, about their decision: "We chose Easyway because their platform is very complete and had everything we expected to grow, besides the efficiency of the staff that always helped us."

📈 The results: All the objectives were well succeeded, meaning that Hotel Intercontinental David have now a smart messaging feature designed and scaled automated digital guest journeys. Giving them revenue, engagement and loyalty as benefits.

Through two-way text dialogue, the hotel reception and reservation teams are able to respond and communicate with guests in real-time, providing a highly personalised service and staff efficience
The hotel increased guest engagement, opening up ancillary revenue opportunities through 75% of message exchanges for hotel services and ancillary products, such as Food and Beverage.
Elevated the customer service and guest experience by engaging with guests in their native tongue.