How Lore Group increased upselling revenue by 400% with Oaky

REVENUE MANAGEMENT

With the successful implementation of Oaky's pre-arrival upsell solution, Lore Group managed to bring added value to one of their European properties - Pulitzer Amsterdam, providing guests with more personalised service and driving extra revenue.

Why it matters: Sending pre-arrival communication with add-on services manually might not generate noteworthy results. The click-through and conversion rates stay low and as a result, not much ancillary revenue is generated.

Oaky, on the other hand, provides a clear call to action and encourages guests to explore the deals and personalise their stay. The process feels easy for travellers since they can book their add-ons without having to contact and wait for hotel staff. That makes pre-arrival emails both an unobtrusive upselling tool and a service. They suggest extras that guests value but may not have realised they could ask for.

Top 3 Core Objectives: Lore Group aimed to provide a high-class digital service experience while giving guests tools to tailor their trips:

Ease of use: They were looking for an easy implementation combined with onboarding support that would make the tool ready to use as soon as possible.
Branded guest communication: The process has to feel easy and recognisable for travellers so that they can feel safe booking their add-ons without having to contact and wait for hotel staff.
Enhance guest experience: As a brand, Lore Group offers analogue five-star service on purpose, hence expected the same kind of level for the guest upsell journey.

Innovators Mentioned

Lore Group

Oaky by Plusgrade

Fabien Dini

Head of Digital at Lore Group

Lore Group

"For us, upselling has become both a sales tool and a service because it allows guests to customise their stay in ways they may not have thought of without our suggestions."

Fabien Dini

Head of Digital at Lore Group

👍 Head of Digital at Lore Group Fabien Dini said that Lore Group has experienced a new perception of upselling, realising in a powerful way to improve the guest experience:

"For us, upselling has become both a sales tool and a service because it allows guests to customise their stay in ways they may not have thought of without our suggestions."

⚖️ The selection process: During their research process, Fabien Dini evaluated Oaky by Plusgrade's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Oaky by Plusgrade was the best fit solution:

Head of Digital at Lore Group Fabien Dini said, about their decision: "Getting started with Oaky was surprisingly quick and painless. Oaky was easy to set up and start using right away. Given my experience with implementing new software, I had expected it to take a lot more time and effort. Often, that makes you question if your new tool is even worth the trouble. But with Oaky, we were good to go in no time at all."

📈 The results: After rolling out Oaky, Lore Group has seen an impressive increase in ancillary revenue while elevating guest experience.

400% upsell revenue boost at Pulitzer
Achieving an average of 84% open email rate, 41.88% click-through rate and 6.23% upgrade conversion rate across Lore Group portfolio
Improved guest experience