All suites implements D-EDGE's CRO to improve reservation agent efficency
In the heart of cities, close to business centres and the main tourist sites, the Pichet Group hotels are 3* hotels and tourist residences. The Group has more recently positioned itself in the upscale hotel segment. In addition, it also owns a number of residences dedicated to students (All Suites Study) and the elderly (Loreden). These properties, spread throughout France, currently represent a total of 3,900 rooms and apartments.
Challenges
- Call centre agents and receptionists were previously using the PMS to process on-site or phone bookings.
- Entering reservations in the PMS environment was time consuming and not user-friendly.
- Pricing tools on the PMS side were outdated with limited features.
- The Group Revenue Manager did not have a centralised view of all the bookings done on all the channels. He had siloed reporting.
- The Group was also missing a multi-hotel view, which was not handled by their PMS.
D-EDGE Solutions
- Implementation of the D-EDGE CRO, embedded in the D-EDGE CRS (Booking Engine & Channel Manager).
- Compared to their PMS, the user experience on the D-EDGE CRO is elevated with the inclusion of room descriptions, pictures, and sales conditions, at a glance.
- With the D-EDGE CRO, call centre agents can create drafts, confirm reservations live with the customer or create quotations and booking options.
- The D-EDGE CRO provides a multi-hotel vision, making it easy to cross-sell different hotels of the group.
The implementation of D-EDGE’s CRO has allowed us to streamline the booking experience for both our agents and our guests. On the agent side, the CRO gives them a complete view of rooms and rates, which is necessary to process our guests’ booking requests. As for our guests, the experience is quick, seamless, and secure.
Strategies
- With the CRO, the D-EDGE CRS is the unique platform centralising all bookings whatever the source is: Call Centre, Front Desk, Website bookings, OTAS bookings etc.
- The group is also using the D-EDGE CRO for corporate bookings, using dedicated company codes.
The results
+30%
of reservation going through the CRO
*Results period: 2021 – 2022
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