Enhancing Service for CIM
CIM recently began managing The Redbury New York, making one of NYC’s trendiest properties one of the most unionized in the City.
Management needed a way to adhere to union restrictions while improving efficiency and customer service. They chose to use Ameniti’s automated answering across all channels - including text, calls, and voice search.
This allowed for a better understanding of guest preferences and behaviors in order to personalize the hotel’s offerings.
Understanding Guest Behavior
Understanding Guest Behavior
The Redbury uses an external provider to manage internal and external calls, including both new and existing reservations, just as YOTEL does.
Aside from cutting costs, CIM’s main goal at this luxurious property was to serve current guests (internal calls) with zero wait times, and to better understand guest needs.
Call-answering services were complemented by text and voice services, providing instant service for any situation and comprehensive insight into customer behavior.
Services
Call Answering
Automatic answers to internal and external calls to cut costs and enhance service.
Text Services
Automatic answers to guest questions throughout the stay.
Voice Services
Voice search positioning to help guests and potential guests find information and generate direct create bookings.
Conversational Checkout
Automated interim and final folio delivery, allowing for a contactless, conversational checkout.
Instant and frictionless service improvement in a heavily unionized environment.
Since implementation, guests have reported the highest satisfaction levels in three years.
70% reduction in call-management costs, with zero wait times.