Britannia Hotels

• Industry : Travel & Leisure
• Product : Eptica Customer Engagement Suite, Email Management, Fax-Letter-SMS
• Country : United Kingdom

Britannia Hotels Group, the largest privately owned hotel chain in the UK, has streamlined its reservation process using Eptica Email and Fax processing technology to cut hotel reservation and customer service costs. Download Britannia Hotels Case Study

Eptica has been a great investment for us ; they have delivered exactly what they specified at the outset of the project. We’re a cost consciousorganisation and the project fitted into our price bracket, resulting in significant operational cost and service improvements

Karen Pownall – Call center Manager Britania Hotels

Britannia Hotels Group, the largest privately owned hotel chain in the UK, has streamlined its reservation process using Eptica’s advanced software to automatically convert fax hotel bookings into inbound emails for faster, more accurate processing. Eptica, which was rolled out across 33 hotels in December, resulted in a 16% increase in productivity within 3 months and enabled Britannia Hotels to cut the cost of operating its reservation administration.
The Eptica Email Management™system combines a dynamic customer service knowledge-base and advanced semantic search technology with flexible and fully customisable workflow for managing all customer email interaction.
The Eptica Fax-Letter-SMS module automatically reads and converts faxed hotel bookings into emails and then prioritises them in the reservation system’s email queue according to the guest’s arrival date. Guests arriving at Britannia hotels, regardless of whether they made their booking 10 months or 10 minutes prior to arrival, can be assured that their reservation has been processed. The time taken to process approximately 2,000 daily bookings has been reduced from 3 to 2.5 minutes per reservation.