Case Study

Doubling Online Check-In Rate: A Fattal & Duve Success Story

Adir

Duve · דֵצֶמבֶּר 05, 2022

Fattal’s vision is to have a central hub of customer communications and experiences across all hotels in the group - a place for guests to know where they are coming to, what they can do, and have a personal experience. This is not a small feat, considering the size, vastness, and geographical spread of the group.

Why it matters: Over the last 2 years, it has become clear to Fattal that guests aren’t necessarily inclined to download a native app to their phone just for a vacation, and that the solutions they should look into must include a web-based app that integrates with other core services - such as online check-in, guest communications, upselling or remote door control and mobile keys.

By implementing Duve’s fully customizable, personalized online check- Fattal has been able to double the online check-in ratio - essentially cutting down wait lines at physical check-in by half, and allowing the reception team to focus on delivering a truly personal experience to each guest. With Duve’s omni-channel communication hub, guests and staff can 2-way communicate directly over WhatsApp, email, web app, or SMS.

Top 3 Core Objectives: Fattal began examining solutions across the market, and evaluated several solutions to find one that will help them facilitate guest happiness, reduce costs, and improve efficiency.

Manage entire guest experience: Guest experience solution that will include a wide scope of supported features (check-in, guest app, communications, upsells, mobile keys, analytics and more)
Easy to implement: With over 200 hotels spread across Israel and Europe, and over 43,000 rooms, Fattal required an easy-to-implement solution with minimal implementation time and complexity
Segment guests by profiles: Fattal searched for a fully white-label solution that would allow them to maintain their brand throughout the guest experience. They were searching for a specific emphasis on personalization and guest segmentation.

"Our goal is not only to shorten the check-in lines, but to truly reshape the way guests check-in and interact with our hotels. Duve have taken us lightyears ahead, and both our staff and guests love this direct, personal interaction."

Dor Levin

Product Manager

👍 Product Manager Dor Levin said that Duve have taken us lightyears ahead, and both our staff and guests love this direct, personal interaction.:

"Our goal is not only to shorten the check-in lines, but to truly reshape the way guests check-in and interact with our hotels. Duve have taken us lightyears ahead, and both our staff and guests love this direct, personal interaction."

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

Product Manager Dor Levin said, about their decision: "Before Duve, a lot of my time was spent on dealing with technological emergencies across different hotels and check-in processes. Now, with Duve - everything just works, and I can focus on training, expansion, and deepening our integration with Duve."

📈 The results: After several months of in-depth research and review, Fattal decided to implement Duve across the entire chain.

Fattal was able to immediately shorten check-in lines and reshape the way guests check-in and interact with their hotels.
The first hotel took only 2 weeks to fully integrate, while additional hotels had taken less than 2 days to complete.
Fattal’s internal teams enjoy using Duve on a daily basis. It helps them improve the way teams across hotels work, makes the lives of reception teams easier, and gives managers more insights and analytics so that they can further improve their guest experience overall.