Case Studies
Geedesk Streamlined The Complaint Management Process in GRT Hotels and Resorts
The Background Study
For more than 50 years, G.R. Thanga Maligai, popularly known as GRT has pioneered the art of combining unparalleled craftsmanship and rich heritage to create timeless designs.
Branching out from GRT Jewellers, GRT Hotels & Resorts features 16 upscale hotels and luxury resorts in the most desirable destinations across South India.
Swish and sophisticated, chic and contemporary well describes its hotels. Whatever it is that people travel for - business or leisure, they find delight in every moment of their stay at GRT.
Their inviting ambiance and warm hospitality coupled with a fleet of holistic amenities are set to provide an experience that feels personal.
The Challenges
Often flooded with guests, GRT Hotels found it very difficult to exceed their expectations and ensure their satisfaction.
Some challenges were:
- Inefficient Ticket Management: Our previous system for handling customer support tickets was cumbersome and lacked automation, leading to delays in response times and resolution.
- Lack of Centralized Communication: Communication with customers and between team members was fragmented, causing misunderstandings and inefficiencies in addressing customer issues.
- Limited Reporting and Analytics: We had insufficient tools for tracking and analyzing support metrics, making it difficult to identify trends and areas for improvement.
- Inconsistent Customer Service: Due to the absence of standardized processes, the quality of customer service varied, impacting customer satisfaction negatively.
- Difficulty in Tracking Performance: Monitoring the performance of support agents and the overall support system was challenging, hindering our ability to manage and optimize the support team effectively.
Geedesk - The Remedy
The hotel came across and was impressed with Geedesk - a complaint and request management software that had been gaining popularity in the industry.
Geedesk automates the task of ticket assignment by assigning the ticket to the right staff of the respective department.
It also escalates guest complaints and requests that are about to get delayed by sending an SMS and email to the department managers.
The hotel's detailed reports and analytics obtained from Geedesk also helped it improve the overall guest experience by scheduling the right maintenance activities and ensuring the hotel operations ran optimally.
Appealing Features
The Improvements
55% increase in positive feedback from customers regarding the improved speed and quality of support, indicating higher satisfaction levels.
90% improvements in productivity and efficiency have led to higher job satisfaction among employees, as they can now manage their tasks more effectively and feel more accomplished in their roles.
78% reduction in the addressing time which helped us to resolve the issue quickly ensuring a comfortable stay for our guests.