Case Study

How Hotel Casa Maya Cancún Achieved 61:1 ROI with Asksuite

Leandro Shimanuki

Asksuite · 十月 25, 2022

Hotel Casa Maya Cancún faced difficult challenges before Asksuite. Besides doing all their work manually, they couldn't focus on the user experience because of the high volume of messages and long wait time.

Why it matters: With Asksuite, Hotel Casa Maya Cancún was able to track all chat history via any channel, managers got an overview of teams’ main KPIs, and travelers enjoyed a seamless experience that boosted bookings.

In addition to overcoming some challenges, they were able to achieve a 61X ROI, offering their clients 24/7 assistance with the Asksuite robot on all channels (Facebook, Instagram, Google Business, Messages, WhatsApp).

Top 3 Core Objectives: Hotel Casa Maya Canún was missing booking opportunities because they were unable to handle so many messages.

Message management: They truly needed a service that enabled them to manage messages in a centralized way to save time by changing tabs within just one platform, and finally obtain resources to track their operations.
User experience: By the time agents were free to answer a traveler, they had already changed their mind because of the long wait. Not to mention, agents had to answer travelers on each channel separately.

"Asksuite's service is very helpful as their team is extremely attentive, always supporting us with whatever we require. It's exactly what a hotel needs, these connections allow customers to get quick responses to their queries."

Armando Diaz Castellanos

Gerente de Ventas y Marketing

👍 Gerente de Ventas y Marketing Armando Diaz Castellanos said that Asksuite is exactly what a hotel needs, allowing customer to get a quick response and it's equip is very helpful and attentive:

"Asksuite's service is very helpful as their team is extremely attentive, always supporting us with whatever we require. It's exactly what a hotel needs, these connections allow customers to get quick responses to their queries."

⚖️ The selection process: During their research process, Armando Diaz Castellanos also researched Quinta, and ultimately decided Asksuite was the best fit for them.

Gerente de Ventas y Marketing Armando Diaz Castellanos said, about their decision: "Asksuite's team undivided attention made all the difference. We chose Asksuite because it seemed the best option in the market to increase sales through our website, since it provided assistance outside business hours. It allowed follow-up with potential clients in a personalized and timely manner. In addition, their solution has a very friendly interface, easy to understand and manage."

📈 The results: In less than a year, Casa Maya Cancún achieved 61x ROI by improving their virtual assistance while optimizing an overly complex workflow and getting metric reports that helped them boost their revenue efforts.

57.3% of customers that reached out would not get an answer before Asksuite, or they would be sent to a waiting list.
99% of chats were resolved without the need for an agent.
3.6X higher conversion rate than the booking engine referral rate.