Case Study

How AMANO Group Elevated Their Reputation Management with MARA

Tobias Roelen-Blasberg

MARA Solutions · אוֹקְטוֹבֶּר 30, 2024

Discover how AMANO Group harnessed MARA's AI solution to transform their review management process, boosting response rates, and streamlining their operations.

Why it matters: Donata von Finckenstein, the Director of E-Commerce at AMANO Group, grappled together with the AMANO team with the demanding task of efficiently managing guest feedback across their hotel brand. With a growing volume of online reviews, the challenge of crafting high-quality responses in a timely manner became increasingly overwhelming. The process was perceived as time-consuming and the team's response rates were low, which negatively impacted their interactions with guests.

Implementing MARA's AI-powered reputation management solution, AMANO Group not only simplified their review management process but also achieved a significant rise in response rates, surpassing 90%. This transformation enabled the team to concentrate on providing exceptional guest services, whilst ensuring that all feedback was addressed quickly and with a high level of quality.

Top 3 Core Objectives: AMANO Group operates numerous hotel locations and was constantly dealing with an inflow of online guest feedback. Prior to MARA, the team found it challenging to respond to reviews without compromising the quality of their replies due to time constraints.

High-Quality AI Reply Proposals: AMANO Group aimed to leverage AI technology to provide high-quality responses to guest reviews.
Saving Time: The team sought to streamline their reputation management process to save time, without compromising the quality of responses. This was crucial to allow quicker and effective engagement with guests.
Learn from Feedback: The objective was to gain valuable insights from guest feedback, without the need to read every review, which was a time-consuming task.

"Implementing MARA's AI solution has not only streamlined our review management process but also significantly improved our engagement with guests. We've seen our response rates reach 90%, and the quality of our responses is great as well. Plus, the time we've saved is now being invested back into focusing on our guests and quality assurance. Overall, MARA has played a pivotal role in elevating our online reputation and guest service."

Donata von Finckenstein

Director of E-Commerce

👍 Director of E-Commerce Donata von Finckenstein said that We've seen our response rates reach 90%, and the quality of our responses is great as well.:

"Implementing MARA's AI solution has not only streamlined our review management process but also significantly improved our engagement with guests. We've seen our response rates reach 90%, and the quality of our responses is great as well. Plus, the time we've saved is now being invested back into focusing on our guests and quality assurance. Overall, MARA has played a pivotal role in elevating our online reputation and guest service."

⚖️ The selection process: During their research process, Donata von Finckenstein evaluated MARA Solutions's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that MARA Solutions was the best fit solution:

Director of E-Commerce Donata von Finckenstein said, about their decision: "We chose MARA because of its unparalleled AI technology that produces high-quality responses and its user-friendly design. The ability to learn from feedback without having to read every review is a unique feature that we haven't found in any other platform. It's been an absolute game-changer, saving us time, and allowing us to focus on what we do best - providing exceptional guest services."

📈 The results: Adopting MARA improved AMANO Group's review management, enhancing efficiency while maintaining consistent, high-quality responses. This change not only improved guest interactions but also led to a more productive work environment for the team, establishing MARA as a strategic partner in providing superior guest services.

Easy Handling of Reviews: The use of MARA made the task of replying to reviews less tedious for the team at AMANO Group. The AI solution simplifies review management, making it faster and less time-consuming.
More Time for Guests: With the significant time saved using MARA, the team has been able to spend more time focusing on guests and quality assurance. This has led to improved guest services and increased satisfaction levels.
Increased Response Rate: Implementing MARA resulted in an impressive increase in response rates, now exceeding 90%. This has significantly improved AMANO Group's engagement with guests and has helped enhance their online reputation.