Streamlining Sales Operations Delivers a 187% Revenue Surge For a Leading Hospitality Brand
CASE STUDIES
The client, a large hospitality brand, partnered with IGT Solutions to address sales staff attendance issues and outdated information, resulting in improved customer interactions, a 187% revenue growth, enhanced SLAs, and reduced abandonment rates through performance-based pricing, consultative sales, updated information, unique coaching, aligned incentives, and dynamic staffing solutions.
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About the Client
The client is a large hospitality brand focused on enhancing customer experiences.Business Challenges
The client suffered from sales staff attendance issues and outdated information, leading to impersonal interactions, missed upselling opportunities, long wait times, and customer frustration, which ultimately caused a decline in revenue, repeat business, and brand loyalty.Business Solution
The client partnered with IGT Solutions due to our expertise in the TTH domain, which significantly boosts reservations and revenue. Key initiatives included:
- Performance-Based Pricing Model: Pricing tied to agent performance, aligning success with revenue growth
- Consultative Sales Approach: Tailored reservations based on guests' needs, improving customer satisfaction
- Updated Information: Agents provided with current property details, enabling accurate recommendations
- Unique Sales Coaching: Real-time coaching gave agents immediate feedback, enhancing their interactions
- Aligned Incentives: Incentives motivated agents to increase reservations and reduce cancellations
- Dynamic Staffing Solutions: Flexible staffing adapted to demand, improving response times and service quality
Business Results
0%
Revenue Growth
Improved SLAs
Reduced Abandonment Rate
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