Client name: Withheld

Location: Website

Nature of business: Web based hotel booking agent offering last minute discount hotel stays

Redstar Account Manager: Nicki Freer

Objective: Our customer operates a website offering discount hotel bookings and last minute weekend packages. During peak seasons, our customer takes on average between 5-7000 bookings per week either through their website or via their call centre. As many bookings are made at the last minute, our customer has found that many people turn up at their hotel without booking reference numbers which historically have been sent out by email. This causes delays when checking-in at reception, and often calls need to be made back to the call centre to obtain the all important information.

Redstar solution: When approached by Redstar, our customer immediately saw the advantages in using SMS text messages to confirm the booking with a client. As people generally carry their mobile with them at all times, this small change to their working practice would put the information directly in to someone’s hand, rather than perhaps sitting in an email inbox back at their home or office.

Benefits to the business: Our client found it extremely quick and easy to implement, and the benefits to the business were seen within days. The main noticeable effect was far less ‘customer service’ calls back to the call centre requesting information on a booking. This freed up resources allowing agents to deal with more quickly  with sales enquiries, which may ordinarily have been forced to wait in a call queue.