Hospitality Experience Solution

Joining customer touchpoints for a personalised experience

A next-generation Customer Experience (CX) solution for hotels, resorts and restaurants that converts first-time visitors into loyal advocates with data-driven, personalised communications and automated customer service tools. Understand your customers and reward them with relevant offers and premium services before, during and after their visit.

Hospitality Experience Boxfusion

A Leading Hospitality Solution #

Boxfusion's Hospitality Experience solution links existing property management systems, booking engines and point-of-sales, with state-of-the-art Oracle CX Cloud technology, helping companies better engage with their customers pre-stay, in-stay and post-stay.

Whether you're looking to refine your existing solutions with add-ons like chatbots and marketing automation, or are looking to build up an agile technology stack to cover elements of service, sales and marketing delivery, we'll help you navigate through the options that best suit your business needs and existing technology architecture.

Business Impact #

  • Increase Improve

    Maximise RevPAR #

    Truly understanding your guest, enables increased revenue at each guest touchpoint

  • Lead Conversion

    Grow Conversion Rate #

    Use a more complete customer view for hyper-personalised content, to boost conversion rate

  • Payment Booking

    Drive Direct Bookings #

    Optimised and personalised digital experience to drive direct interaction with your brand

  • Reduction

    Reduce Costs to Serve #

    Automation and bringing together data sources in a single view, frees valuable time and resources

  • Rating

    Boost Guest Ratings #

    Deliver true customer delight with hassle-free service and targeted, relevant, offers

  • Occupancy

    Increase Repeat Business #

    Bringing together disparate data points, to delight and engage your guests and create guest loyalty

"We were looking to vastly improve our data-driven marketing by tightening up guest profiling within our marketing technology solution. With Oracle’s CX Cloud, we can easily and effectively target customers with relevant, highly personalised marketing communications, enhancing the customer experience and delivering significant ROI. In addition, our partnership with Boxfusion means that we have the support we need to extract real, long term value from our investment in Oracle."

Wayne McDonald - Head of CRM, De Vere

Engage at every step of the guest's journey #

1. Research #

Understand and engage with prospective customers as they start their decision-making journey, across digital and social channels.

2. Selection #

Get a clear view of customers’ preferences and interests when they respond to digital campaigns on your website or contact call centres.

3. Booking #

Through whichever booking channel the customer chooses, harness the data and join it with other gathered profile data for a single view.

4. Pre Experience #

Build a personalised pre-stay experience using the data profile gathered to automate communications that excite and inform guests before they arrive.

5. In-stay Experience #

Make the perfect first impression at check-in and throughout a guest's stay, through personalisation and provision of relevant information and easy ways for guests to raise any issues.

6. Post Experience #

Send post-stay feedback survey requests via emails, proactively follow-up on any issues and use the wealth of data insights gathered to engage guests and build long-term loyalty.

A World of Opportunities for Hospitality Sector #

  • Customised Intuitive Design

    Single Customer View #

    Get a full historical view of all customer interactions including enquiries, reservations, point-of-sale and service feedback. Keep the information that matters the most to you at your fingertips.

  • Blue Icons 300Px

    Data-Driven Marketing #

    Gain a deeper understanding of customer preferences to drive marketing efforts. Intelligent surveys and historical data give your team the ability to drive loyalty via hyper-personalised digital campaigns.

  • Natural Language Processing

    Automated Self Service #

    Deliver multi-channel customer self-service coupled with an enhanced agent experience. Automate and deflect with conversational chatbots, and knowledge content and ensure seamless transfer to your expert team when needed.

  • Real Time Alerts And Notifications

    Real-time Alerts #

    Effectively deal with spikes in customer queries caused by unusual shock events, pushing contextual notifications and support at every touchpoint, giving guests the knowledge to make fully informed decisions.

  • Feedback Like Thumb Up Icon

    Feedback Management #

    Manage and track customer complaints and feedback using a centralised interface. Get insights into customer sentiments at the end of every interaction allowing real-time, proactive outreach.

  • Reporting Insights

    Reporting & Insights #

    Improve prospecting by better understanding guest preferences and pain points, with trending searches, advanced analytics and enable customer service teams to respond to demands with the most relevant information.

Our Hospitality Clients #

Center Parcs
De Vere Logo
Belmond Hotels Logo
Yo White Logo

Ready to step up your hospitality experience?

Contact us