How HUSWELL Reduced Response Times by 30% with SmartPriority by DuveAI

GUEST EXPERIENCE

HUSWELL, a leader in vacation rental and hotel management, adopted SmartPriority by DuveAI to enhance guest communication amidst handling nearly 20,000 reservations annually.

Why it matters: Managing 50-100 guest messages daily, HUSWELL sought to optimize their response times and streamline their communication process.

HUSWELL offers comprehensive property management services, including 24/7 guest communication, check-ins & outs, and maintenance. They turned to DuveAI to elevate their guest experience.

Top 3 Core Objectives: HUSWELL aimed to automate message prioritization, reduce messages per reservation, and cut down response times.

Message Prioritization: HUSWELL wanted to move away from manual message prioritization based on guest journey stages to a more efficient automated system.
Reduce Message Volume: With a 12-member guest-facing team, HUSWELL sought ways to provide information more accessibly, aiming to decrease the number of messages per reservation.
Quicker Responses: HUSWELL aimed to identify and address urgent messages promptly, ensuring faster response times and better guest satisfaction.

Innovators Mentioned

Huswell

Duve

Jean-Paul Godfroy

CEO and Founder

Huswell

"We are living in a world where ‘instant’ is becoming the norm. If a year or two ago the main trend we were seeing was the need for ‘self-service’, now we are noting that end users - or in our case, guests - are no longer interested in having to search for what they need, they now expect immediacy. DuveAI is helping achieve those guest expectations in customer service by allowing us to immediately attend to their needs, especially when those needs are urgent."

Jean-Paul Godfroy

CEO and Founder

👍 CEO and Founder Jean-Paul Godfroy said that DuveAI helps HUSWELL reach their guest expectations:

"We are living in a world where ‘instant’ is becoming the norm. If a year or two ago the main trend we were seeing was the need for ‘self-service’, now we are noting that end users - or in our case, guests - are no longer interested in having to search for what they need, they now expect immediacy. DuveAI is helping achieve those guest expectations in customer service by allowing us to immediately attend to their needs, especially when those needs are urgent."

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

CEO and Founder Jean-Paul Godfroy said, about their decision: "DuveAI is helping us meet guest expectations in customer service by allowing us to immediately attend to their needs, especially when those needs are urgent."

📈 The results: SmartPriority by DuveAI revolutionized HUSWELL's guest communication, leading to improved efficiency and guest satisfaction.

SmartPriority's multi-factor approach automatically prioritized messages based on guest journey stages, inquiry topics, and message sentiment, enabling HUSWELL to address urgent messages promptly.
Thanks to Duve's innovations, including their new Guest App, HUSWELL reduced the average number of messages per reservation from 16 to 12, enhancing guest self-service capabilities.
HUSWELL achieved a significant reduction in response times, addressing 80% of messages within 10 minutes, up from their previous 50% benchmark.