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Hospitality ON Event - Awards

Worldwide Hospitality Awards

Thursday 21 November 2019 à 18:00

En cours - Best Digital Transformation

BELAMBRA CLUBS

Campaign - Digital for the clients

Since 2016 Belambra Clubs speeds up by digitalizing its operations and customer relationship.

DIGITAL, WHY DO WE DO IT?

With more than 50 destinations in the heart of the most beautiful places in France, Belambra Clubs, N°1 holiday clubs and resorts in France designs and manufactures an unforgettable holiday experience, in a friendly and warm atmosphere.

In the tourism industry, digital transformation must not be an end in itself. It must be "at the service of the service" and serve a central and unique objective: customer satisfaction!

Belambra Clubs has thus focused on a strategy of growth and innovation that places customer service excellence at its core and is developing a digital ecosystem called “Belambra Digital” to achieve this.
With the support of several start-ups, it has thus developed practical and useful solutions on a daily basis, in with the following objectives:
o Involve the teams that are at the heart of customer service.
o Rely on digital technology to facilitate operations and help deliver the customer promise even better
o Measure satisfaction, using tools that allow for continuous improvement

1. INVOLVE / INNOVATE
Belambra Clubs kicked off its digital roadmap 2 years ago with a digital innovation day "IDay" with a Lyon-based start-up that had never seen such a high participation rate (83% of employees)!
Among the 3000 ideas selected for the “iDay” day, the set- up of a corporate social network called "MyBelambra" was a big success.

Thanks to this digital innovation, all employees are involved and committed, with the objective of serving the company's key challenges. The principle is simple, to bring the Belambra Clubs adventure to life: develop sales, increase awareness and brand image, recruit more easily, make better decisions.

2. DELIVER THE PROMISE
The Belambra Check application, also from the “IDay”, makes it possible to organize and control the quality of cleaning and site maintenance. Each room management staff has a tablet to ensure a quick follow-up of accommodation cleaning and allows a fast and efficient quality control.
This solution improved satisfaction on the household item by 10 points.

3. SATISFACTION
Measure customer satisfaction upon arrival.
To ensure optimal customer satisfaction right from the start of their stay, Belambra Clubs has set up an automated text message sending system. Each customer receives a message 48 hours after arrival to check if their stay is going well. The on-site staff is then able to quickly solve any problems that may have occured.
Digital transformation must remain "in the service of the service".
The implementation of digital solutions must make it possible to increase the time dedicated to customers and hunt down tasks with no added value.
Managers and on-site teams have increased their time spent with clients from 50% to 70%. The objective is to reach 80% in the very near future

Belambra's Digital culture therefore remains very pragmatic. Digital is at the service of the service and in the end, Belambra Clubs teams smile at customers, not at screens!
 

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