Case study : transforming the pre-stay into a growth lever thanks to digital upselling
Case study : Transforming the pre-stay into a growth lever thanks to digital upselling
This digital upsell strategy help us to enhance the customer experience. In addition, the investment in CRM was quickly covered by the revenue generated.
Julien Schruoffeneger, Director
Context
The Fourvière Hôtel Lyon**** unveils a place steeped in history where the charm of the past meets contemporary elegance. A former 19th-century convent, the hotel offers unique services, 75 distinctive rooms, a bistronomic restaurant, seminar rooms, secure parking, a wellness area, and personalised attention. In this exceptional surroundings, the implementation of customer relations campaigns and digital upsell strategy are a major lever for highlighting each experience, strengthening loyalty, and enhancing each guest’s stay.
Challenges & solutions
- Optimise additional sales
- Offer a variety of services in the same place, at the right time and to the right customer
- Ensure a smooth and personalised experience
- Do not increase the workload of the front office
- Include a list of services in pre-stay communications
- Using the segmentation power of the CRM
- Use data to personalise messages
- Automatically return services charges to the PMS
Results
The hotel achieved exemplary results as soon as the additional services were introduced in the pre-stay process!
2681
services reserved in 2024
83%
of completed forms resulted in service booking
150H
operational gains in reception through the automation of sendings and invoicing services management
+45%
turnover generated compared to the 1st year
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