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Bitrix24 for Valletta Group hotel chain

Hotel chain Valletta Group, located in Koblevo, approached us with the task of optimizing the booking process and systematic collection of customer data before the start of the high season. The total room stock of the chain is 500 rooms.

Bitrix24 for Valletta Group hotel chain

Hotel chain Valletta Group, located in Koblevo, approached us with the task of optimizing the booking process and systematic collection of customer data before the start of the high season. The total room stock of the chain is 500 rooms.

+20%
Increase in the number of bookings
-40%
Reduction of request processing time
+15%
Increase conversion of lost customers

Details

Region:
Koblevo
Status:
Completed
Project Duration:
3 months

The goal of the project is to optimize the booking process and improve customer service by creating a unified customer data collection system. This is achieved by integrating various communication channels into the Bitrix24 CRM system, which allows centralized management of booking requests and customer interactions via social networks, messengers, phone calls and emails. This system will automatically capture all information about customers, their preferences and contact history, thus providing personalized service and increasing the efficiency of the sales department.

Expert comment

Lead project integrator
quote-icon

"Integrating all communication channels and automating processes in Bitrix24 has significantly improved customer interaction, resulting in more bookings and shorter turnaround times."

Work progress

Step 1

Communication channels integration: Connecting messengers, social networks, website feedback widgets, telephony and PMS in Bitrix24 for centralized customer communication management.

Step 2

SMS sending automation: Set up automatic SMS sending with a link to the booking module to all leads that remained unprocessed for more than 2 days, which allowed to convert 5 to 10% of lost customers into bookings.

Step 3

Create sales funnels: Separate funnels into operational, service and marketing categories to improve employee performance and process transparency for management.

Result

Increase in bookings: The automation process and improved customer interaction resulted in a 20% increase in bookings. Reduced request processing time: The time to process inquiries was reduced by 40% due to automation of routine tasks. Increased lost customer conversion: Automation of mailings and remarketing increased lost customer conversion by 15%.

Key results

+20%
Increase in the number of bookings
-40%
Reduction of request processing time
+15%
Increase conversion of lost customers

The automation of booking processes and communication with customers in Bitrix24 has enabled the Valletta Group hotel chain to significantly improve the quality of service, increase the number of bookings and reduce the processing time of requests. This led to an increase in the overall efficiency of the reservations department and improved the company’s financial performance.

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