Background
Camping Amedeo, a company operating in the accommodation sector, aimed to improve communication with potential customers and optimize customer service during the stay. Partnering with Spoki and adopting WhatsApp as the main communication channel was a significant breakthrough toward achieving the company's goals.
The Challenge
The main challenge was to to contact potential customers quickly and successfully, as well as optimize the management of customer care. Camping Amedeo implemented Spoki to send automated messages, segment contacts, and personalize communications on WhatsApp. The solution includes theautomation of responses and the management of customer requests via this channel.
Problems to be solved:
- Ineffective communication with potential customers.
- Need to improve contact management and conversions.
- Improved customer service during the stay.
Strategy adopted:
- Promotional campaigns.: Targeted campaigns to promote favorable offers, especially during the off-season (June-September and one week between July and August).
- Contact segmentation: Lists based on past and current quotes, with separate communications for new contacts and existing customers
- Advanced customer care: Using Spoki for chat and customer care management, including handling customer inquiries during the stay.
Implementation and Integration
Camping Amedeo has integrated several digital tools to improve customer interaction. Using Booking Expert CRM for contact management and emailing, Spoki for WhatsApp messages, and dedicated landing pages to track campaign conversions, the company has been able to automate many processes. This reduced response time and improved operational efficiency.
The implementation of Spoki has made it possible to create a continuous and integrated communication cycle. Messages sent via WhatsApp were captured and interpreted to further refine content segmentation and personalization. This led to a reduction in response time, improving efficiency in customer contact, and keeping the CRM up-to-date throughout all stages of the customer journey.
In summary, Camping Amedeo has integrated several digital tools to improve customer interaction:
- CRM Booking Expert.: Used for contact management and emailing.
- Spoki: For sending WhatsApp messages and managing marketing campaigns.
- Landing Page: Used to track campaign conversions.
The integration between Spoki and CRM has made it possible to automate multiple processes, reducing response times and improving operational efficiency.
A Two-Way and Transversal Solution
The bidirectionality between Spoki, WhatsApp, and the CRM has enabled us to to scale up and speed up the achievement of results for Camping Amedeo.
This integration led to:
- Reduced response time: Improving efficiency in customer contact.
- Continuous CRM update.: During all stages of the customer journey.
- Improved customer experience.: Increased retention rate.
- Constant monitoring: Salespeople monitored lead behavior in real time, significantly reducing response time.
Results Achieved
Camping Amedeo has seen an increase in bookings and a high readership rate e interaction of messages sent through Spoki:
- Increase in Reservations: From 64 quotes in 2023 to 1022 in 2024, increasing the value of reservations from 2400 Euro to 46,300 Euro.
- High Read and Interaction Rate.: 25,764 messages sent, of which 22,645 were read, with 11,457 messages received in response and 13,925 response interactions.
- Recovery of Users.: More than 30% of lost users have been recovered through chat automations.
- Reduction in Inventory Costs.: By 40% thanks to automated reminders.
- Growth in Turnover.: X5 of annual turnover thanks to Spoki and integrated CRM.
- High ROI.: A promotional campaign generated sales of 45,000€ with an investment of 1,800€, achieving a ROAS of 25 times the initial investment.
- Contact conversion: Using a dedicated landing page, the number of quotes sent through Spoki increased from 64 in 2023 to 1022 in 2024. The value of bookings increased from 2400€ to 46,300€.
When using Spoki to estimate the open time of WhatsApp messages, there is a noticeable speed that increases the effectiveness of communications. Similarly, interaction times for messages through Spoki are very short, promoting greater user engagement. Finally, the recovery of abandoned carts through WhatsApp messages with Spoki leads to a significant improvement in conversions, thanks to a targeted and effective recovery strategy.
Conclusion
The implementation of Spoki has led to remarkable results for Camping Amedeo, improving customer contact, increasing conversions and optimizing customer service. This success case demonstrates the effectiveness of adopting advanced technologies and a customer-centric approach, responding to the needs of the ever-changing hospitality market.
CREDITS
Company: Camping Village Duca Amedeo
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