Interstate invests in innovation with speedy software roll out
Our Experience. Your Success.©
When it comes to customer satisfaction for meetings and events, an easy booking process and speedy turnaround is essential, that’s why at Interstate Europe Hotels & Resorts, we’re rolling out innovative software to ensure just that.
In her latest blog, Kelly Cronin – Director of Revenue for the UK – talks us through the new technology.
In today’s fast-paced society, demand for outstanding customer service, delivered quickly and efficiently is high.
Whether it’s answering a social media enquiry or fulfilling a guest’s room service request, hotel teams need to more be switched on and responsive than ever, and when it comes to meetings and events (M&E) bookings – it’s no different.
Sometimes the process of booking an M&E space can be long-winded, as contracts need to be printed, scanned or posted to the client for review, before being signed and returned.
However, at Interstate Europe Hotels & Resorts, we’ve recognised that there’s a better and more innovative way to do things, improving the service our hotels offer and, in turn, enabling our owners to reap the benefits of more satisfied M&E customers.
We’re introducing electronic signature documents that allow hotel M&E customers to sign contracts in a matter of minutes, meaning bookings are secured and confirmed faster than ever before.
It’s a project we’ve been working on in the background for a while, trialling the software in a small number of our UK-wide hotels, to see what impact it has in real-world situations.
The results have been astounding.
In one hotel, the average response time of customers signing and returning contracts was reduced from three days to just one hour and 45 minutes. In another, the time was cut from two days to 3.5 hours. The hours saved on chasing contract approvals can instead be focussed on generating more bookings and revenue for owners.
Feedback from customers has also been positive, praising the ease of the technology, how simple it is to use and the additional environmental benefits in eliminating the need to print.
In the coming weeks, the technology will be rolled out across our portfolio, enabling businesses seeking meetings and events space, across the UK and Europe, to benefit from this innovative approach.
The introduction of the technology cements our commitment to continually investing in customer experience and in driving forward the latest innovations to enable our hotels to stand out from the crowd.