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 Extension to the German hospitality industry
Arena Hospitality Group is one of the most dynamic hotel groups in Central and Eastern Europe, currently offering a portfolio of 28 properties owned, co-owned, rented, and managed, with more than 10,000 rooms and accommodation units in Germany, Austria, Hungary, Croatia, and Serbia.
The first successful collaboration came with the first implementation of our TourismInSky solution bundle, which comprised of our contact center solution (Innovative ContactInSky) in the Croatian units, as well as loyalty program with the goal desired and achieved goal of greater guest satisfaction, along with Artificial Intelligence tool such as the Chatbot that enriches the omnichannel communication, and integrations with other hotel systems to ensure a comprehensive 360 guest view in a single interface.
After the great increase in efficiency and effectiveness of the reservation center, Innovative ContactInSky has more recently extended its prowess to Germany and the AHG's regional centers in Berlin, Cologne and Nuremberg. With the addition of a German language on the platform's settings came the opportunity to further enhance Arena's processes along its vast network, allowing for faster and easier communication with even more guests, and giving the ability to provide them with a more personalized and accurate communication experience when searching for information or accommodation in further markets.
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“InSky really offers a pro-active approach and complete solution for the tourism industry.“
Manuela Kraljević,
Member Board and Sales & Marketing Director,
ARENA Hospitality Group
“The results of these projects were exemplary. (...) InSky really understands all the products they offer."
Marko Cukon,
Head of Group Digital Marketing & Technology,
ARENA Hospitality Group
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“Our company became an InSky client in 2019 and we’ve been extremely impressed with their solutions and services. Their staff is made up of the highest calibre of qualified people and always available whenever we need them; they assisted us throughout several business projects and still do. Not only do their consultants do an excellent job with ongoing maintenance and support, but they’ve also been great about suggesting ways to improve our systems and digitalize our business processes.
When it comes to business solutions, InSky really offers a proactive approach and complete solution for the tourism industry.” - said Manuela Kraljević, Member Board and Sales & Marketing Director at ARENA Hospitality Group.
“Our partnership with InSky stands as a shining testament to the immense impact that innovative digital solutions can have in the hospitality industry, both for our guests’ satisfactions and our own success. The results of these projects were exemplary – the noticeable measurable outcomes were improved guest satisfaction and a better, clearer flow of information. InSky really understands all the products they offer, and trust between us and them is on exceptional level”” - said Marko Cukon, Head of Group Digital Marketing at ARENA Hospitality Group.
TourismInSky solution optimized for AHG organization
The implementation of the TourismInSky business solution included a contact center module - ContactInSky, which increased the efficiency and effectiveness of agents in individual as well as in group sales, i.e., faster, and easier communication with guests. Shortly afterwards, the LoyaltyInSky module was introduced, which greatly improved guest satisfaction and created a personal connection between Arena and the guest. The integration of the TourismInSky solution with other hotel systems completes a comprehensive 360 guest view within a single interface. Chatbot and Artificial Intelligence reduced the number of guest inquiries to the contact center that required agent attention and repetitive, simpler inquiries, thus increasing the efficiency and time of resolving inquiries, offers and reservations.
Chatbot and Mailbot – tools for a faster and better communication with guests
Arena introduced a handful of new communication channel pages: Webchat, Viber, and WhatsApp. It made it easier for Arena’s customers to communicate with their Reservation Center. It also enabled each guest to communicate through channels they personally prefer, and to get answers to their questions as quickly as possible during the high load period of the Reservation Center.
Through the synergy of Artificial Intelligence and modern communication channels, Arena can provide their guests with personalized, fast, and accurate communication experience when searching for information or accommodation.
LoyaltyInSky for long-term relationship
To build long-term good relationships with guests, further increase their satisfaction, reward those loyal guests, and attract new ones, Arena upgraded TourismInSky with loyalty system which included guest portals and more. Arena’s loyalty program allows guests to collect points and make additional savings by using services in Arena’s facilities.
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