From CRM to Oaky: Why Mercure Hotel MOA Berlin returned to Oaky for upselling success

REVENUE MANAGEMENT

Mercure Hotel MOA Berlin returned to Oaky after testing a CRM for upselling—but more manual work, limited reporting, and lower revenue led them back to Oaky. They have recovered previous revenue levels, automated key processes, and cut down on manual tasks.

Why it matters: Using a tool that’s not built for upselling cost MOA Berlin time and revenue. Their return to Oaky highlights how a dedicated upselling solution brings faster results, fewer manual steps, and better performance.

With Oaky’s two-way Mews integration, upsells are automated and no manual approvals or availability checks are needed. MOA Berlin now tracks results in real time and drives revenue from both pre-arrival and front desk offers, achieving an average of EUR 50.47 per request per month, peaking at EUR 62.02 in April 2025.

Top 3 Core Objectives: Before returning to Oaky, the team at Mercure Hotel MOA Berlin had specific goals in mind. They needed a solution that could drive reliable upsell revenue, reduce manual work, and provide the insights needed to optimize their strategy. These three objectives shaped their decision to move back to a dedicated upselling platform.

Drive Consistent Upsell Revenue: Upselling was a key revenue stream, so the team needed a solution that could deliver consistent results, ROI-proven results
Minimize Tedious, Manual Processes: The team wanted a solution that was easy to manage and could automate the upselling flow. From setting up offers to syncing guest requests with the PMS once a deal is sold, the goal was to reduce manual work, minimize errors, and let the system do the heavy lifting—while remaining user-friendly for daily use.
Better Reporting: The team needed clear insights into upselling performance and ROI to make smarter decisions, refine offers, and improve results over time.

Innovators Mentioned

Mercure Hotels

Oaky by Plusgrade

Stefanie Michaelis

Head of Revenue

Mercure Hotels

"After switching back to Oaky, our upsell revenue quickly returned to the high levels we had before. The impact was immediate."

Stefanie Michaelis

Head of Revenue

👍 Head of Revenue Stefanie Michaelis said that The switch back to Oaky immediately restored and boosted their upsell revenue to previous highs.:

"After switching back to Oaky, our upsell revenue quickly returned to the high levels we had before. The impact was immediate."

⚖️ The selection process: During their research process, Stefanie Michaelis 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 Revenue Stefanie Michaelis said, about their decision: "A CRM is great for email marketing, but it doesn't handle inventory, room type mapping, or instant confirmations like Oaky does."

📈 The results: After returning to Oaky, Mercure Hotel MOA Berlin quickly saw strong improvements across key areas. These results highlight how automation, guest engagement, and revenue growth came together to transform their upselling success.

Immediate Revenue Recovery and Growth: An average of €50.47 per upsell request per month, peaking at €62.02 in April 2025
Exceptional Guest Engagement and Conversion Rates from Pre-arrival Emails: - Open rate: 63.02% - Conversion rate: 10.04%.
Streamlined Operations Through Automation: Manual work was significantly reduced thanks to Oaky's two-way integration with Mews PMS.