How MP5 Video Revolutionized Early Check-In and Upselling at Fattal Hotels
Background
Fattal Hotels, a hospitality titan founded by David Fattal in 1998, boasts a portfolio of over 250 hotels across 20 countries. Consistently seeking to elevate the guest experience and maximize service utilization, Fattal Hotels looked to revamp two crucial aspects: the check-in process and the upselling of additional services.
Fattal Hotels, always at the cutting edge, engaged Blings to supercharge their early check-in process and upselling endeavors.
Challenges
Fattal Hotels identified the check-in process as occasionally causing extended waiting times, which detracted from the overall guest experience. Additionally, they acknowledged that their presentation of additional services was not being optimized for upselling.
Campaign
Blings collaborated with Fattal Hotels to instill a new dimension to the check-in process. Instead of sending out two early check-in messages 24 and 48 hours prior to arrival, a third message was introduced 72 hours before the check-in date. This additional message was coupled with a personalized Blings video. The objective was to enhance guest experience from the outset, by not only facilitating an efficient check-in process but also effectively showcasing additional services.
Testing was conducted using an A/B methodology. A control group received the early check-in link 72 hours before arrival without the Blings video. The performance of this group was benchmarked against those who received the link along with a Blings video.
Results
The integration of Blings MP5 Video Technology into the check-in process had a resounding impact. While 50% of guests in the control group completed early check-in, the introduction of the Blings video escalated this figure to 59.79% – a striking 20% increase. Additionally, guests viewed the Blings video an average of three times, indicating a high level of engagement.
Engagement Increase
Average Video Views Per User
Lessons Learned
This campaign highlights the paramount importance of personalization and interaction in customer engagement. The integration of Blings MP5 Video Technology allowed Fattal Hotels to cater to the specific needs and preferences of guests, streamlining the check-in process. Furthermore, this technology exhibited that an interactive video has the potential to not just inform, but also captivate and influence the audience, resulting in increased utilization of additional services.
Summary
Blings’ MP5 Video Technology proved to be an invaluable asset for Fattal Hotels. It not only streamlined the check-in process but also substantially boosted upselling opportunities by engaging guests through personalized, interactive videos. This case study exemplifies the transformative potential of integrating innovative technology to enhance customer experience and maximize service utilization.