How Traditional Motels drives customer engagement with Ivy, Revinate’s textual content material messaging decision – Indulge Amsterdam

The mannequin

Traditional Motels, owned by Lais Lodge Properties Restricted (LHPL), is a gaggle of luxurious resorts in Southern Ontario, Canada. Located inside the coronary coronary heart of wine nation inside the Niagara-on-the-Lake space, each of Traditional Lodge’s properties presents associates a particular and individualized experience. By working with native farmers, vintners, and artists, Traditional Motels has crafted an unparalleled experience for associates that features world-class spas, advantageous consuming, and good wine.

The issue

The chief employees at LHPL was looking for to acquire 3 key targets after they began looking for a mobile customer engagement platform. First, they wished to bolster their customer satisfaction — they knew that further engagement with associates would help. Second, they wished to make it possible for any factors associates had all through their stays have been surfaced to staff and resolved whereas the chums have been nonetheless on property. And third, they wished a technique to drive outlet earnings from on-property associates.

The reply

After an in-depth analysis of attainable choices, Traditional Motels chosen Revinate Ivy.

“Implementing Ivy will give our associates a point-of-contact at any degree all through their maintain, no matter the hour or location,” says Bob Jackson, Chief Authorities Officer of LHPL. “It’s going to further improve our associates’ satisfaction and liberate our staff to create further vital customer connections and experiences.”

A month sooner than the pandemic hit, Traditional Motels rolled out Ivy®, the award-winning textual content material messaging decision. Taking a hub-and-spoke technique, the corporate employees organize the essential factor campaigns and responses however moreover educated the doorway office employees at each of the resorts to answer and interact with associates.

Ivy mechanically reaches out to associates following check-in to produce assist and reply questions on retailers and suppliers. And Ivy reaches out as soon as extra half-hour later with a pleasurable message encouraging associates to profit from the Monet-inspired inexperienced space, which is good for selfies or “Santa-spotting” inside the winter. And on the end of the maintain, Ivy reaches out for options and encourages associates to go away a analysis with Tripadvisor. Furthermore, Ivy has been used for advert hoc situations, akin to when the flexibility went out at a property and staff wished to keep up associates educated regarding the state of affairs.

The outcomes

There’s little query that Traditional Motels purchased lucky with having Ivy in place following the pandemic. When demand returned nonetheless lodge staff was nonetheless restricted, Ivy was there to verify associates had a easy technique to get all the info they wished for a superb maintain, along with outlet hours, elements of curiosity, and further. Ivy moreover permits associates to easily select out of stayover cleaning, allowing sources to be directed the place they’re wished and allowing associates to personalize their maintain.

“Throughout the days of people being reliant on their mobile devices [. . .] it’s pure and shopper nice for associates to utilize Ivy as an alternative of selecting up the cellphone,” notes Kelly Exelby, Fundamental Supervisor of Prince of Wales. “A key aspect to Ivy’s success at our resorts is that, whatever the messages being primarily automated, our associates actually really feel like they’re chatting with someone instantly. And so, the experience with Ivy is extraordinarily personalized. This can be seen in our customer satisfaction surveys, which recurrently highlight and thank Ivy for providing ‘distinctive service.’”

Lastly, because of Ivy reminds associates regarding the retailers and options associates’ questions in precise time, outlet earnings is rising.

Proper this second, because of rather a lot customer engagement is routed by means of Ivy, the telephones on the doorway desk are rather a lot quieter. This permits staff to work together in bigger prime quality conversations all through face-to-face interactions. Higher of all, it’s clear that Ivy is having an have an effect on on customer sentiment as ‘she’ is talked about by title in customer evaluations and scores have elevated demonstrably following the roll-out of Ivy.