Interstate Hotels Case Study
Who are Interstate?
Interstate Europe Hotels & Resorts is a division of U.S.-based Interstate Hotels & Resorts. Interstate is a leading operator of hotels, resorts, and conference centres as a preferred operator of all major franchised lodging brands throughout the UK, Europe, and Russia/CIS.
Offering a complete suite of hotel management services with a UK-based team of hospitality professionals, Interstate knows that in today’s fast-paced society, a demand for outstanding customer service is paramount.
Kelly Cronin, Director of Revenue for the UK, recognized that staying responsive was incredibly important to achieving this type of service. Whether it’s through answering inquiries through social media, meetings, and events (M&E) bookings, or fulfilling a guest’s room service request. Hotel teams need transparency in order to be switched on and responsive.
And as the process of booking an M&E space can be long-winded, with contracts needing to be printed, scanned, or posted to the client for review before eventually being signed and returned. A solution for managing contracts was needed.
“The results have been astounding.“
Interstate Europe Hotels & Resorts found a more efficient way of doing things through using electronic signatures, so decided to trial Signable in a small number of UK hotels. They saw that electronic signatures impacted their service and M&E customers hugely. They found that customers could sign contracts in a matter of minutes, securing confirmed bookings faster than ever before.
The hours saved on chasing contract approvals can instead be focused on generating more bookings and revenue for owners. As well as giving customers a smoother, easier experience. Improving their hotel services and enabling owners to reap the benefits of more satisfied customers.
“In one hotel, the average response time of customers signing and returning contracts was reduced from three days to just one hour and 45 minutes. In another, the time was cut from two days to 3.5 hours.”
The feedback from customers has been so positive, praising the ease of the technology, how simple it is to use and the additional environmental benefits in eliminating the need to print.
“The introduction of the technology cements our commitment to continually investing in customer experience and in driving forward the latest innovations to enable our hotels to stand out from the crowd.”
In the coming weeks, Signable will be rolled out across Interstate’s portfolio to enable businesses needing meetings and events space, across the UK and Europe, can benefit from Interstate’s innovative approach.