GUESTWISER CASE STUDY
Hospitality and Property Management
STAFFVIRTUAL GuestWiser
Guestwiser saved $650K over 3 years by working with STAFFVIRTUAL
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80%
Increase in Guest Satisfaction
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95%
of Reviews are 5-Star
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85%
Reduction in Customer Service Costs
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4x
Increase in Guest Retention Rates
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60%
Reduction in Average Guest Inquiry Response Time
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Client:
GuestWiser
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Industry:
Hospitality and Property Management
Bio:
An innovative property management company specializing in personalized lodging experiences. GuestWiser manages a diverse portfolio of properties across Texas, Tennessee, and California, offering guests a "home away from home" with a range of accommodations, including rental homes, apartments, and specialty stays. Their services are designed to ensure guests enjoy their comfortable, memorable vacations with round-the-clock support and exceptional customer service.
Project Summary
GuestWiser is a property management company based in Los Angeles, California. GuestWiser needed help with customer support, especially after hours. As they found a growing success with STAFFVIRTUAL, GuestWiser asked for even more support. This included finding the best employees, creating training for them, and making their work processes better. Their main goal was to make guests feel like they were staying in a second home.
The Challenge
GuestWiser's goal was to provide continuous, quality support without compromising service or inflating costs.
Decline in Guest Engagement
GuestWiser was seeing fewer direct bookings and inquiries from guests. This drop was happening during their busiest seasons as well as the slower ones and was also affecting how often guests would come back.
Customer Support After Hours
Their customer support system wasn’t keeping up with guest questions and bookings outside of regular business hours. This led to delays and a pile-up of unanswered queries, which in turn increased costs and made guests less satisfied.
Varied Guest Experiences
Without a clear, company-wide plan for how to manage properties & assist guests, GuestWiser was delivering inconsistent service. This lack of consistency gave guests mixed experiences & didn’t live up to the company’s high standards of service.
How We Helped GuestWiser
Enhanced Customer Support
STAFFVIRTUAL addressed the after-hours support gap by implementing a 24/7 customer service team. This dedicated team was able to respond to guest inquiries promptly, ensuring no question went unanswered, regardless of the time it was asked.
24/7
Customer Service Team
Talent Acquisition & Training
STAFFVIRTUAL utilized its extensive recruitment network to onboard customer service professionals adept in hospitality. Comprehensive training programs were developed to align these professionals with GuestWiser’s service standards and values.
20%
Comprehensive training programs
Operational Streamlining
By introducing a standardized operational framework, we ensured consistent service delivery across all GuestWiser properties. This not only improved guest experiences but also streamlined processes, making the overall service more efficient.
4X
Standardized Operational Framework
Cost Management
Through strategic outsourcing and process optimization, we significantly reduced operational expenditures. The deployment of a skilled offshore team resulted in lower costs without sacrificing the quality of guest support.
53%
Strategic Outsourcing
What We Achieved for GuestWiser
80% Increase in Guest Satisfaction
We dramatically improved the overall guest experience, as evidenced by a substantial rise in satisfaction metrics.
95% 5-Star Guest Reviews
Our efforts were reflected in the overwhelmingly positive feedback, with the majority of guests leaving top-tier reviews.
85% Reduction in Customer Service Costs
Strategic improvements led to a significant decrease in expenses associated with customer support operations.
4x Increase in Guest Retention Rates
Enhanced service quality and guest relations contributed to a notable increase in the rate of repeat stays.
60% Faster Response to Guest Inquiries
The implementation of a dedicated 24/7 support team greatly accelerated the response time for guest communications.
Ready to Improve Guest Services and Cut Costs?
Learn how STAFFVIRTUAL can help you improve your services and save money. Get in touch with us today to get started.