How LINDEMANN HOTELS® Created a Digitalised Experience Across the Entire Guest Journey

GUEST EXPERIENCE

LINDEMANN HOTELS® took the challenge of digitalising their business. The results were related to both operational efficiency and guest experience, key components in the hospitality business.

Why it matters: This case is a clear example of how a hospitality brand can provide an excellent and modern experience while at the same time optimising its staff's daily tasks.

The Bookboost communication platform transformed the way LINDEMANN HOTELS® communicates with its guests. For inbound communication, the portfolio now uses Bookboost's unified inbox to respond instantly to guests’ messages. If they have any special needs or questions, guests can reach the hotel and be helped quickly. For outbound communication, they leverage personalized messages to each defined customer segment which are automatically sent to their guests at the time of their reservation confirmation. A few days prior to arrival Lindemann also sends guests reminder notifications to register online or to fill out the digital registration form. Each of the various messages sent are automatically delivered at the most convenient times and through different channels, depending on the guests’ preferences.

Top 3 Core Objectives: The goal was to attract and support its customers digitally throughout the entire customer journey, from the booking to post-stay.

Offer contemporary hotel experience: To eliminate waiting times and paper forms, and make every process smoother and easier for guests.
Digitalise the guest journey: Stay in contact with every guest offering personalised communication during the entire guest journey.
Facilitate staff tasks: Take the burden off the front desk, which is often under the load of a large amount of work.

Innovators Mentioned

LINDEMANN HOTELS®

Bookboost

Martin Kochanski

Head of Online Marketing

LINDEMANN HOTELS®

Jennifer Seeckt

Head of Sales and Customer Relations

LINDEMANN HOTELS®

"Whether it’s on the website, after the booking has been made or during and after a stay, Bookboost enables us to have control over all incoming and outgoing communication which makes communication more consistent and efficient. The engagement rate is much higher since using the Bookboost solution."

Martin Kochanski

Head of Online Marketing

👍 Head of Online Marketing Martin Kochanski said that With Bookboost we control all our communications:

"Whether it’s on the website, after the booking has been made or during and after a stay, Bookboost enables us to have control over all incoming and outgoing communication which makes communication more consistent and efficient. The engagement rate is much higher since using the Bookboost solution."

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

Head of Sales and Customer Relations Jennifer Seeckt said, about their decision: "We considered how we could offer our guests a contemporary hotel experience with streamlined processes. That means no waiting times, no paper forms, no unnecessary steps - such as downloading an app."

📈 The results: The brand experienced higher levels of engagement, optimised the staff's daily tasks and delivered more efficient and consistent communications.

Higher engagement rate and a consistent digital experience for hotel guests. By contacting guests through specific channels at different times and with personalised messages, conversion is higher.
A more modern customer service. Now the guests can reach the brand at any time, which enables an excellent level of communication service.
The daily life of hotel staff has been optimised and made easier. As guests can access all the information they need in a quick manner, staff can focus on other important projects.

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