The CRO was able to demonstrate to the REIT, higher year-over-year conversion rates and guest check‐ins, as well as outperforming properties that were still handling calls at the property level.
Monthly year over year comparisons demonstrated doubling in reservations.
Increase in occupancy at newly CRO supported properties within the first 30 days.
Reduction in call volume at the property front desk.
A Real Estate Investment Trust (REIT) that offers a unique alternative to extended stay hotels and short-term housing in more than 130 locations across 21 states was reevaluating the interaction experience of guests and potential guests.
Call volume was routed to a property-specific, local telephone. With limited staffing at each property, the General Manger was tasked with handling all inbound phone calls regarding reservations, general inquiries, and requests for transfers to guest rooms, while at the same time juggling the operational responsibilities of a 120+ room property.
This call routing strategy had several pitfalls:
When researching how the reservations calls were being handled at the properties, several opportunities were uncovered: