Case Study

Homaris' Digital Transformation: Enhancing Guest Satisfaction with SmartPriority by DuveAI

Sharon Bitton

Duve · oktober 12, 2023

Homaris, a leading rental management company, leveraged SmartPriority by DuveAI to enhance guest satisfaction during their digital rental management process.

Why it matters: With 200-300 daily digital check-ins and check-outs, Homaris faced challenges in efficiently prioritizing guest messages and ensuring timely responses.

Homaris specializes in apartment design, acquisition, and rental, catering to a diverse clientele. They adopted DuveAI to streamline their communication process.

Top 3 Core Objectives: Homaris aimed to improve their guest communication by addressing manual message prioritization, understanding guest tone, and reducing response times.

Efficient Message Handling: Homaris sought to reduce the manual effort in handling numerous guest inquiries, ensuring each guest received a personalized touch.
Tone Recognition: With non-native speaking agents, Homaris wanted to better interpret the mood and urgency of guest messages to avoid miscommunication.
Faster Responses: Homaris aimed to enhance their response times while maintaining the quality of personalized communication.

"As a fully digital rental management company with online check-in rates nearing 99%, maintaining a personal touch has been a top priority for us at Homaris. As we don't have personnel on-site, leveraging AI has become crucial to ensure we can still deliver personalized and timely assistance to our guests."

Lukas Buchhammer

Head of Operations

👍 Head of Operations Lukas Buchhammer said that maintaing a personal touch is top priority for Homaris:

"As a fully digital rental management company with online check-in rates nearing 99%, maintaining a personal touch has been a top priority for us at Homaris. As we don't have personnel on-site, leveraging AI has become crucial to ensure we can still deliver personalized and timely assistance to our guests."

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

Head of Operations Lukas Buchhammer said, about their decision: "DuveAI has allowed us to efficiently prioritize and address guest messages, and has empowered our support agents with valuable insights, enabling them to respond effectively and enhance overall guest satisfaction."

📈 The results: SmartPriority by DuveAI transformed Homaris' guest communication, leading to improved operational efficiency and guest satisfaction.

Homaris' agents benefited from a learning effect through SmartPriority, enabling them to discern essential information and respond effectively to guest inquiries.
Guest satisfaction rates at Homaris surged from 7.98 to 8.22 post-DuveAI implementation. Recognizing guests’ tone of voice became simpler, resulting in more positive interactions.
Homaris witnessed a reduction in processing times. SmartPriority's 90% accuracy in priority detection from its inception further optimized their operations, ensuring swift guest support.