Hotel sees a 58% improvement in event-request fulfillment, resulting in increased client satisfaction, product and service upsell and event rebooking
Ottawa, Ontario – April 9, 2013 – Maintaining the Brookstreet Hotel’s high standards for meeting planner satisfaction requires tools that increase efficiency and enable the hotel’s employees to respond quickly to meeting planner requests. To that end, the luxury Ottawa hotel implemented Benbria’s BlazeLoop Mobile Event Engagement solution to deliver a highly personalized meeting planner experience through the flawless execution of meetings and events.
BlazeLoop Mobile Event Engagement acts as a lifeline between the meeting planner and hotel staff to ensure all logistics – planned or unplanned – are executed and tracked efficiently and accurately for all involved. Once the planner makes a request from his or her mobile device, such as ordering food, beverage, audiovisuals or meeting supplies, it is routed instantly to appropriate hotel staff for action, response and closure.
“Meeting planners were looking for a real-time solution to stay connected to hotel staff during an event, and the BlazeLoop Mobile Event Engagement solution allows us to keep in constant contact so events go off seamlessly,” said Brookstreet Operations Director Nyle Kelly. “It’s a much better solution for communicating, tracking and fulfilling requests than the status quo of emails, texts and phone calls.”
BlazeLoop is a cloud-based solution that enables hotel staff to manage event order fulfillment across each property without the capital cost and ongoing maintenance of onsite server deployments. As a web-based solution, meeting planners and hotel staff can easily use the highly intuitive solution from a single device without downloading an app or installing software.
Since deploying BlazeLoop Mobile Event Engagement, Brookstreet has seen immediate results to event operations:
- Improved Staff Productivity – Streamlined staff communications and event order fulfillment with a faster turnaround. “We’ve seen a 58 percent decrease in close time to meeting planner requests,” said Kelly. “Our staff only receives a text or email on the requests that they need to work on.”
- Enhanced Client Experience – “Meeting planners can quickly and easily send us last-minute requests without leaving the meeting,” Kelly said. “We can provide clients with better service and keep the meeting running without disruption.”
- Increased Event Revenue – “From a click-and-order interface, we can now track and charge for products and services that could have otherwise been overlooked, and lost in the rush, or not fulfilled in a timely manner,” said Kelly.
“Brookstreet is a forward thinking hotel that chose BlazeLoop Mobile Event Engagement solution to improve the event planners’ experience and make their jobs easier,” said Andrea Baptiste, CEO, Benbria Corporation. “BlazeLoop is a win-win solution for meeting planners and hotel staff by offering faster, more accurate and personalized service.”
Benbria is a leading global provider of mobile customer-engagement solutions for the world’s most respected enterprises in the retail, hospitality and restaurant sectors. Benbria helps enterprises drive growth and increase profitability through improved customer, guest and employee engagement. Using a variety of mobile, in-store and on-property technologies – including SMS, email, web, mobile app and kiosk – BlazeLoop enables customers to create a “loop,” the process of capturing and directing real-time customer requests and input to staff for action and closure. Our unique and patent-pending Loopsolution helps enterprises to deliver a superior customer experience by using up-to-the-second customer insight to drive staff action in an immediate, efficient and results-proven way. Closing the loop through on-the-spot staff action helps companies to quickly enhance the customer experience during their visits, recover dissatisfied customers, improve in-store sales conversion rates, preempt negative online criticisms and foster positive reviews. For more information: www.benbria.com.
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