Case Study

How Hiisi Homes & Hotels enhance the guest experience through accurate guest data

Johanna Bernuy

Bookboost · 十月 22, 2024

Hiisi Homes & Hotels was searching for a solution to accurately manage guest data and deliver a more personalised guest experience. After they implemented Bookboost, they were able to handle data more effectively, gain deeper insights into their guests, and create personalised guest experiences based on accurate data. Now, they have smoother operations, and their guests are happier too.

Why it matters: Accurate guest data is crucial for offering highly personalised experiences. However, when data is managed manually, it often leads to errors and therefore decreased guest satisfaction.

First, the CDP within the Bookboost platform helped them unify and manage guest data while nurturing all products. It allowed the team to access clean data easily and streamline pre-arrival process. Second, they created multi-channel guest journeys to reach guests through their preferred channels. Now, they can send personalised campaigns and ensure the content is relevant to each guest’s profile and needs. Lastly, they enabled the Unified Inbox to gain a more precise overview of guest messaging and save time. The staff could access all messages in one place and respond instantly without logging into different platforms.

Top 3 Core Objectives: The primary challenge for the team at Hiisi Homes & Hotels was to enhance the guest experience using accurate data.

Understand guest preferences: Their data was scattered across different platforms, making it difficult to organise manually. As a result, they missed opportunities to gain a better understanding of their guests.
Operate without on-site staff: They offer a fully contactless guest journey and aim to maximize automation to deliver a seamless and efficient digital experience, even without on-site staff.
Manage guest communications effectively: Guests often contact them through various channels, making it challenging to track and manage multiple conversations while having limited staff.

"With Bookboost, we can recognise loyal guests more easily, what has happened in the past and the future, everything available in one place. It helps us to provide a better guest experience by having the data available. We can know our guests and cater to their needs better."

Markus Veikkolainen

CTO & CMO of Hiisi Homes & Hotels

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👍 CTO & CMO of Hiisi Homes & Hotels Markus Veikkolainen said that Bookboost helps them manage data in the right way and provide a better guest experience.:

"With Bookboost, we can recognise loyal guests more easily, what has happened in the past and the future, everything available in one place. It helps us to provide a better guest experience by having the data available. We can know our guests and cater to their needs better."

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

CTO & CMO of Hiisi Homes & Hotels Markus Veikkolainen said, about their decision: "The reason why we chose Bookboost is that we needed software that manages guest data in the right way. Bookboost excelled in this area compared to other solutions in the market. Additionally, by using Bookboost, we were able to replace 2 to 3 other apps, which is more cost-effective and fits our business model."

📈 The results: By implementing Bookboost, the team can enhance the guest experience and operate more efficiently.

Simplified guest communications: The team can now manage all guest messages in one place without switching between devices. This has saved significant time and ensured that guests consistently receive accurate information on time.
Clean and updated database: Since Bookboost unified guest data across different platforms, staff can now access accurate guest information and use it to personalise guest experiences and streamline the pre-arrival process.
Optimised guest journeys: The team now contacts guests not only via email but also through channels like WhatsApp and SMS, ensuring each guest receives content relevant to their profile and needs.