Palladium uses Quicktext to revolutionize lead generation and revenue optimization, providing real-time support and efficiency in customer request management

MARKETING

Quicktext, a leading expert in AI and Big Data solutions for the hospitality industry, has joined forces with Palladium, a prominent Spanish hotel chain boasting over five decades of experience under the umbrella of Grupo Empresas Matutes (GEM), overseeing operations across six countries through 36 hotels. By implementing Quicktext's Velma virtual assistant, Palladium now provides guests with round-the-clock multilingual booking services and instantaneous responses, enhancing their experience through seamless real-time communication.

Why it matters: The Palladium team adopted Quicktext to elevate the quality of personalized guest communication, thus unlocking new revenue opportunities.

By leveraging Quicktext tools, Palladium efficiently redirects requests that would typically demand individual attention to their service hotline, guaranteeing guests a seamless and personalized experience.

Top 3 Core Objectives: Palladium's objectives were to streamline repetitive tasks, enhance customer service, and increase direct sales.

Streamlining Operations: Embrace Quicktext for automated data processing, faster analytics, and diminished manual workload. Efficiently address critical concerns through staff intervention. Realize time and cost savings as virtual assistants manage routine FAQs, optimizing AI efficiency and eliminating the necessity for round-the-clock human support.
Enhancing Direct Sales: Employ Quicktext to manage inquiries across multiple hotels of the group, seamlessly offering alternatives with similar features in case of unavailability, significantly reducing abandonment rates and enhancing conversion rates.
Boost Conversion Rates: Utilize Quicktext to initiate guest interactions by gathering preferences, creating customized booking experiences, offering instant support, and guiding direct bookings while maintaining guest engagement.

"I believe that the key to artificial intelligence assistants lies not only in the robustness of the algorithms with which they are trained and developed, but also in the quality of the knowledge base with which they are fed, as well as in knowing the sector in depth so that the context of the conversations is appropriate. Undoubtedly, Velma and the Quicktext team allow you to work under these points to deploy new autonomous customer service communication channels with high quality standards, while at the same time empowering a new way to capture leads and revenue through these channels."

Toni Andujar

Corporate Digital & MadTech Director

Innovators Mentioned

Palladium Hotel Group

Quinta

Toni Andujar

Corporate Digital & MadTech Director

Palladium Hotel Group

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👍 Corporate Digital & MadTech Director Toni Andujar said that The success of artificial intelligence assistants hinges on both the strength of their algorithms and the quality of their knowledge base, along with a deep understanding of the relevant industry to ensure contextually appropriate conversations, enabling new autonomous customer service channels and lead generation.:

"I believe that the key to artificial intelligence assistants lies not only in the robustness of the algorithms with which they are trained and developed, but also in the quality of the knowledge base with which they are fed, as well as in knowing the sector in depth so that the context of the conversations is appropriate. Undoubtedly, Velma and the Quicktext team allow you to work under these points to deploy new autonomous customer service communication channels with high quality standards, while at the same time empowering a new way to capture leads and revenue through these channels."

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

Corporate Digital & MadTech Director Toni Andujar said, about their decision: "To incorporate Velma the AI Chatbot for hospitality in Palladium Hotel Group we were looking for a partner with outstanding experience in the hospitality sector, as well as a solution and methodology that would be involved with us in the construction and contribution of the knowledge base necessary for the solution to work with guarantees to be a customer service channel in our hotel chain where due to the portfolio of brands we have very high quality standards."

📈 The results: In the current year, Quicktext has generated over 120,000 conversations, generated more than 16,000 leads, and produced over 90 million booking requests.

Velma handled inquiries across a vast spectrum of over 1,600 data points, encompassing various topics including, among others, contacting staff, rate plans and upgrades, on-site restaurant information, special offers, gift boxes, and coupons.
Revenue exceeding 1 million euros was generated from over 16,000 leads, whether they were converted automatically or with staff assistance.
The reduction of calls categorized as non-commercial has decreased from 35% to approximately 23%, resulting in a significant alleviation of the administrative workload.

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