How Yours Truly used automation to grow guest loyalty and save time

MARKETING

Yours Truly was looking for a way to free the team’s time while still personalising the guest experience. After they implemented Bookboost’s Multi-Channel CRM, a lot of time was saved by automating the guest journey, and they created hyper-segmented audiences to better personalise guest experiences. Now, the guests are more loyal and the team gets more work done in less time.

Why it matters: Automation is the key to offering hyper-personalised guest experiences while allowing hotel staff to optimise their workload. Yours Truly is a perfect example of how to utilise automation to increase team efficiency and improve guest satisfaction.

First, they streamlined many touch points across the entire guest journey, ensuring consistency and accuracy across all guest touch points. They were able to save one to two hours per day because the team didn’t have to manually send out messages or save guests' contacts and details. Second, they used different tokens and templates to personalise messages. It allowed the team to customise the message however they wanted with real-time guest data. Lastly, they used Unified Inbox to bundle all messages in one place. Now, they’re able to check all incoming messages in the same overview, without the need to log into different platforms every day.

Top 3 Core Objectives: The main challenge for the team at Yours Truly was to save time while still providing a fully personalised experience to each guest.

More effective guest communication: The team spent a lot of time each day manually contacting guests, including confirmation emails, pre-stay emails, and WhatsApp messages, and they had to create all of them from scratch. Therefore, they wanted to streamline their communication and free the team from repetitive tasks.
Create a VIP journey: They were looking for ways to reach as many guests as possible, and customise their guest journeys, especially for returning visitors, all while keeping things efficient for the team.
Segment guests and personalisation: They wanted to create highly targeted guest segments, so they could craft messages that resonate with each guest's unique needs and preferences.

Innovators Mentioned

Yours Truly

Bookboost

Meghan Dinegar

General Manager

Yours Truly

"We’ve seen a big increase in repeat guests ever since we started to use Bookboost. We’ve seen an increase in positive feedback and reviews as well. Guests feel like they’re bonding with the team and forming a connection with the hotel. And when they come back to visit, they say they feel like they are visiting an old friend."

Meghan Dinegar

General Manager

👍 General Manager Meghan Dinegar said that Meghan Dinegar said that Bookboost freed up a lot of time for the team while fostering a stronger bond with the guests.:

"We’ve seen a big increase in repeat guests ever since we started to use Bookboost. We’ve seen an increase in positive feedback and reviews as well. Guests feel like they’re bonding with the team and forming a connection with the hotel. And when they come back to visit, they say they feel like they are visiting an old friend."

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

General Manager Meghan Dinegar said, about their decision: "We're saving one to two hours per day now that we don’t have to manually send out messages or save guests' contacts and details."

📈 The results: By implementing the Bookboost, the team can enhance guest loyalty and increase work efficiency.

Increase in repeat guests and direct bookings: The team can now send hyper-personalised messages to different guest segments at the right time through the right channel. This makes guests feel valued and recognized, fostering a stronger bond with the hotel.
More time was saved for innovation & connections: Since all the repetitive tasks are automated, the team has time to shift their focus to more strategic initiatives, like experimenting with new approaches to enhance the guest experience and make every stay truly unforgettable.