How Citybox Improved Multi-Property Guest Communication While Making 5-Digit Savings

GUEST EXPERIENCE

Citybox managed to save costs while making their guests happier and freeing their staff from heavy workloads. With Bookboost, they merged all their communications and automated repetitive tasks.

Why it matters: Hospitality brands face the challenge of providing the best guest service with limited resources. Citybox's case proves how it's possible to decrease costs while increasing operational efficiency and guest satisfaction.

Bookboost’s platform enabled Citybox to manage guests' enquiries in all their properties in an efficient way. With Bookboost’s Unified Inbox and Web Messenger, operators receive all enquiries from different communication channels (SMS, Whatsapp, etc.) in one central inbox. This gives them a general overview and more control over their communications. At the same time, they identified frequently asked questions and created pre-set replies. This allows operators to promptly reply and save time to focus on more critical tasks. In addition, if customers have a complaint, those are easily routed to the General Manager, enabling valuable and transparent communication.

Top 3 Core Objectives: Citybox wanted to ensure high-quality customer service in all their properties while reducing costs and their staff’s workload.

Cost efficient multi-property management: Manage the communication in all their properties at the same time with a limited amount of staff.
Provide centralised customer service: Develop digital communications to be able to reply in an efficient way to all incoming enquiries and meet travellers’ expectations.
Reduce repetitive tasks: Decrease the heavy workloads of staff who usually need to take care of the same tasks over and over again.

Innovators Mentioned

Citybox

Bookboost

Therese Siil

Booking Coordinator

Citybox

"Bookboost has helped me a lot by unifying messages of guests and handling repetitive inquiries. I am able to cut the time that I spend answering repetitive questions and use the spare time to respond to more complicated issues or to connect with my guests. I work more efficiently with the help of Bookboost."

Therese Siil

Booking Coordinator

👍 Booking Coordinator Therese Siil said that By taking away repetitive tasks, staff can focus more time on providing a best service to the guests.:

"Bookboost has helped me a lot by unifying messages of guests and handling repetitive inquiries. I am able to cut the time that I spend answering repetitive questions and use the spare time to respond to more complicated issues or to connect with my guests. I work more efficiently with the help of Bookboost."

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

Booking Coordinator Therese Siil said, about their decision: "Our way of running the hotel is trying to be as efficient as possible. We don’t have an open reception, just a backstage receptionist office, and invisible staff. Our staff used to have pretty heavy workloads and we wanted to free them from repetitive tasks."

📈 The results: Citybox enhanced their guests' experience while reducing costs and increasing operational efficiency.

With only one staff member supervising all 4 properties in a centralised system, Citybox saves an estimated €81,358 per year.
On average, each staff member saves 80 minutes each day by not having to deal with repetitive tasks, now having time to focus on the relationship with the guests.
Guests feel valued and have a better experience, receiving fast replies to their enquiries and complaints, which are now properly fulfilled.