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CLIENT OVERVIEW

Our client is a luxury hotel chain based in Europe, known for providing premium guest services across multiple properties. As guest expectations grew, the hotel group faced growing communication challenges. Missed opportunities, high booking cancellations, and delayed support responses were impacting their brand reputation. They needed a solution that integrated seamlessly with their existing CRM, a reliable Salesforce SMS app to transform customer interactions and streamline operations.

CHALLENGES

Before adopting a Salesforce texting app, the hotel chain encountered several pain points:

  • High Booking Cancellations Due to Poor Engagement: A lack of proactive communication via SMS or WhatsApp led to guests canceling bookings.
  • Slow Response Time to Guest Inquiries: Manual handling of questions regarding services, amenities, and bookings often led to delayed responses and lost trust.
  • Manual Reservation and Check-In Processes: Staff had to manage everything manually—consuming time and affecting efficiency.

OUR SOLUTION

To overcome these barriers, we implemented SMS Ninja, a powerful Salesforce SMS app and Salesforce texting app that enabled automated, multichannel messaging and real-time guest engagement.
Key Features & Use Cases:

  • Automated Booking Confirmations & Reminders: Using the Salesforce SMS app, the hotel sends instant booking confirmations and automated reminders via SMS and WhatsApp to minimize cancellations.
  • AI Chatbot for Instant Guest Support: Integrated within the Salesforce texting app, our AI chatbot answers frequently asked guest queries around the clock, improving responsiveness and guest satisfaction.
  • WhatsApp-Based Contactless Check-In: Guests can conveniently check in through WhatsApp, reducing wait times and offering a seamless, contactless experience.

Qualitative Results

Before
After
Guest Engagement Rate

Before: 50% engagement rate

After: 85% engagement rate

Result: 70% increased engagement
Direct Bookings & Reservation Confirmations

Before: 30% bookings

After: 65% bookings

Result: 117% Increase in bookings
Staff Time Spent on Manual Check-Ins

Before: 15 hours per week

After: 5 hours per week

Result: 67% Reduction on time
Response Time for Guest Inquiries

Before: 30 minutes to response

After: 5 minutes to response

Result: 83% Faster Communication

Deliver world-class guest experiences with automation and efficiency.

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