First, they created specific audiences: The team used Bookboost Multi-Channel CRM to create hundreds of possible segmentations, such as the channel they use, if they are first-timers, returning guests, and more. Second, they implemented an easy message building with customisable tokens: Through the Bookboost platform, the team has access to a wide range of tokens to personalise messages for their specific audiences. On top of that, the email builder makes it easier to personalise and edit every email. And finally, they gathered all their communication channels into one big inbox: The hotel’s communication channels are centralised into one unified inbox that allows them to keep track of every conversation without having to switch accounts and login details.

Multi-channel guest journey: They wanted to add different channels and ways to personalise their communications. They were also looking for a solution that allowed them to segment audiences with different characteristics and contact them using more channels.

Automate the guest journey: They were looking to use more message triggers, a feature that is key in order to automate a guest journey. This means, when a certain action is performed (for example, when a reservation is made), a message is automatically sent. The Capsule Hotel team wanted to send out the check-in details on guest arrival day using different channels instead of just email.

Reduce manual work: A lot of manual work was consuming their time in an unnecessary way. The team had several communication channels that needed to be reviewed separately, and they were looking for a way to optimise this process.