Case Study

The Phala Group Optimise Channel Management and Boost Revenue

Ereena Rosli

SiteMinder · 10月 30, 2023

For guests wanting to experience a vacation like no other, The Phala Group is the place to go. Located on the Island of the Gods, The Phala Group promises a rich, cultural, and fun experience. Starting out with the desire to be a second home in the middle of Bali, The Phala Group flourished in the hands of people who wanted to provide the best experience for their guests. All three properties of The Phala Group uphold a strong Balinese feel and aim to embrace the island’s beautifully enchanting nature and culture.

Why it matters: During the covid pandemic The Phala Group switched to a different channel manager due to budget constraints and then suffered from unreliable Channel Management.

“When we were using the new system, I encountered many problems. The user interface wasn’t friendly, the system was difficult to navigate, and their connectivity was also unstable, so there were frequent errors and lagging,” said Shadi Wijaya, Corporate Director of Revenue The Phala Group. Due to the many issues faced with a different provider, The Phala Group decided to depend on SiteMinder’s assistance once more. Shadi admitted that he received a warm welcome from SiteMinder upon his return.

Top 3 Core Objectives: The Phala Group is now in a pilot project for direct connectivity between its property management system (PMS), GuestPro, and SiteMinder. According to Shadi, this collaboration facilitates the performance of his team and improves business effectiveness.

Connectivity: Effectively manage online reservations and guest bookings across the different OTA’s in a single platform.

""At first I thought it was just a myth that using SiteMinder could boost revenue. But it turned out to be true,” Shadi said. “Revenue did increase, we are also more efficient in terms of time; we can get more work done.”"

Shadi Wijaya

Corporate Revenue Manager

👍 Corporate Revenue Manager Shadi Wijaya said that SiteMinder helps to increase bookings and drive revenue whilst also creating operational efficiency, saving you valuable time.:

""At first I thought it was just a myth that using SiteMinder could boost revenue. But it turned out to be true,” Shadi said. “Revenue did increase, we are also more efficient in terms of time; we can get more work done.”"

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

Corporate Revenue Manager Shadi Wijaya said, about their decision: "Shadi also said that SiteMinder’s system is very stable and rarely experiences problems, and uses an easy-to-navigate user interface. Not only that, Shadi says that SiteMinder’s support team is always ready to help with any problems experienced by The Phala Group. “If there are any problems or questions, I can just call and they’ll resolve it right then and there,” he continued."

📈 The results: After switching back to SiteMinder, the three properties under The Phala Group saw an increase in revenue and bookings.