Case study : WhatsApp

access_timeJune 21, 2025
by  jennifer

Case study : How Summer Hotels group increased its client interaction thanks to WhatsApp

Integrating WhatsApp into our customer journey has been an accelerator: more reactivity, more opportunities and a real consistency for the hotel group.

Perrine Benoit, Summer Hotels​ Group

Context

Located in the heart of Nice-France, the Khla Nice Hotel*** welcomes urban, connected guests looking for simplicity. In an environment where responsiveness and personalisation have become essential, the team wanted to streamline its exchanges with travellers throughout their stay, without adding workload. The hotel adopted the WhatsApp tool, integrated with Experience CRM, to modernise its communication and create natural relational and commercial opportunities.

Challenges & solutions

  • Achieve higher answer rates than traditional channels
  • Improving customer satisfaction and experience
  • Simplify exchanges with a channel widely used by the public
  • Save operational time
  • Harmonise customer relations practices across all Summer Hotels
  • Promoting an integrated means of communication for all
  • Introducing more responsive and direct communication, positively perceived by customers
  • Answer via the internal messaging hub
  • Set up automated key messages
  • Deployment across the hotel group, with personalised campaigns

Results

A well-integrated tool, better-perceived messages, an enhanced customer experience. The hotel quickly noticed the difference. Discover the tangible results obtained from the campaigns.

1 in 2 guests

having received the campaign, begins the conversation with the hotel

74%

average open rate for WhatsApp messages

91%

of messages opened generated customer engagement

85%

of deliverability

Download the case study in PDF HERE