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CLIENT OVERVIEW

Our client is a luxury hotel chain headquartered in Spain, operating in major European cities. In the fast-paced hospitality industry, maintaining consistent communication and timely responses is critical to guest satisfaction. Previously, the hotel struggled with inconsistent email branding, delays in responding to messages when staff were away, and repetitive manual processes. To overcome these challenges, the client integrated SMS Ninja, the best SMS app for Salesforce, to centralize communications and automate key workflows while leveraging existing Salesforce assets.

CHALLENGES

  • Inconsistent branding across communications: Recreating email templates repeatedly caused time wastage and branding discrepancies.
  • Delayed responses when staff were away: Guest messages sometimes went unanswered, affecting engagement and satisfaction.
  • Limited workflow flexibility: Without automation, managing multichannel communications efficiently was difficult, leading to missed opportunities.

OUR SOLUTION

The hotel implemented SMS Ninja’s Salesforce SMS app to streamline communications and improve operational efficiency. Key Use Cases Implemented:

  • Expanded Email Template Functionality: The team could now select from Salesforce Classic and Lightning email templates or use custom templates directly within SMS Ninja. This allowed all communications, whether SMS or email, to maintain brand consistency, reduce redundant work, and leverage existing professional assets.
  • Away-from-System Notifications and Reply: When team members were away from their desks, they received email alerts for new chat messages. Replies to these emails automatically triggered messages back to the guest on the same channel, ensuring timely and uninterrupted communication.

Qualitative Results

Before
After
Guest Response Efficiency

Before: 6 hours Average response time when away from system

After: Average response time 50 minutes via email-triggered messages

Result: 7x faster responses, ensuring no guest query was missed
Team Productivity

Before: 2.5 hours daily spent on template creation and follow-ups

After: 25 minutes daily using existing templates and automation

Result: 83% reduction in repetitive administrative work
Brand Consistency & Engagement

Before: Only 60% of communications aligned with brand guidelines

After: 100% alignment across email and SMS communications

Result: 40% increase in brand-consistent messaging

Enhance Guest Communication with the Best Salesforce SMS App!

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