Radisson Hotel Group™ has long been synonymous with quality service. As one of the world’s fastest-growing hotel companies and operator of multiple brands including the Radisson Blu, Park Inn by Radisson, Radisson RED, and Radisson Collection brands, online reputation is of the utmost importance. This is what prompted the decision to implement ReviewPro’s Guest Intelligence Suite (including Online Reputation Management and Guest Satisfaction Surveys) in January of 2017.
Radisson Hotel Group
•
Europe
How Radisson Hotel Group™ Cut Review Response Time in Half
Europe
Area of operation
1,150+
Number of properties
170,000+
Number of rooms
Radisson Hotel Group implemented ReviewPro’s Case Management (ACM) tool to enhance internal processes and automate review responses. Within just three months, they successfully halved their review response time, improving efficiency and guest engagement.
Solutions implemented
Infrasys POS
Reviewpro Reputation
Iceportal Content
Shiji Platform
Daylight PMS
Meridian Experiences
Horizon Distribution
Astral Payments
Twilight Data + AI
The Client
Challenge
Responding to online reviews is a complex but crucial task for all hoteliers. Radisson Hotel Group™ was clear that it needed to develop and optimize its strategy for responding to online reviews in a timely way, but knew it was too big a project to take on single handedly.
Solution
Having seen significant returns during the first six months of the partnership, the dynamic hotel group opted to implement ReviewPro’s Auto Case Management (ACM) tool to streamline internal processes and improve the review response strategy. Radisson Hotel Group™ approached the challenge head on, rolling out ACM in July2017 across 364 properties in the EMEA region.
This effective ‘plug-and-play’ tool simplifies the review response process, dramatically increasing staff efficiency across the board. ReviewPro’s management response dashboard, which analyzes response times and performance, is a vital component in the drive to optimize responding to reviews.
ReviewPro is one step ahead of the game which is exactly what we need at Radisson Hotel Group™. They are constantly updating the tool to add new features to enrich the platform. The Case Management solution has dramatically improved our review response strategy. As a result of the success we are now piloting case management within in-stay surveys.”
-Cristina Serra, Vice President Guest Experience & Product Development Radisson Hotel Group™
How Radisson Hotel Group™ Uses Auto Case Management
Based on automation rules within the tool, the hotel’s General Manager (GM) receives an alert when a negative guest review is published. If a response is posted within the time limit, the case is closed. If not, the case is automatically escalated to the customer care center in Dublin, who charge the hotel for this service.
By creating a ‘view’ for all negative reviews, managers can monitor review response performance at a glance on a hotel, brand, or group level.
Why Radisson Hotel Group™ Chose ReviewPro’s ACM
The tool
Automatic follow-up to guest feedback at the click of a button.
Customized ‘To Do’ page for users, prioritizing tasks and promoting staff efficiency.
Instant access to all details related to each case.
Flexible reporting to monitor review response performance.
The ReviewPro team
Unmatched speed to roll-out the new tool.
Strategic and operational support throughout the implementation process.
Continuous updates and enhancements of the tool.
About the
Radisson Hotel Group
Radisson Hotel Group is a global hospitality leader with over 1,150 hotels spanning Europe, the Americas, Asia-Pacific, and Africa, offering brands like Radisson Blu, Park Inn, and Radisson RED.
About Shiji Group
Shiji Group is a multinational technology company that provides software solutions and services for enterprise companies in the hospitality, food service, retail, and entertainment industries, ranging from hospitality technology platforms, hotel management solutions, food and beverage, and retail systems, payment gateways, data management, online distribution and more.
Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises over 5,000 employees in 80+ subsidiaries and brands in over 31 countries, serving more than 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets.
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