Based in the Canary Islands, this family-owned company opened its first hotel in Tenerife in 1988. Since then, it has expanded to include four distinct brands, seven hotels, and four unique destinations. Despite this growth, its family spirit remains unchanged.
Dreamplace Hotels continues to be defined by a strong sense of belonging and a genuine commitment to the well-being of others.
We met with Carlos Escribá, Digital Direct Sales Manager at Dreamplace Hotels & Resorts, who is currently leading their CRM + eCommerce teams to talk about his experience with Quicktext, the hospitality AI super app.
Can you tell us about your decision to select and deploy an AI virtual assistant in your group?
“My first contact with Quicktext was in 2021, when I was the eCommerce Manager and my team wanted to reduce the high volume of questions coming into our call centre, which were taking too much time and effort to answer with poor quality answers.. We knew we could automate with a basic chatbot but we wanted to have a real understanding of the requests and deliver the right answer at the right time for the satisfaction of our customers.
We did a thorough technical research ; checked with comparable hotel groups that were already using Velma, the AI virtual assistant from Quicktext, did some internal testing and benchmarking… We also defined commercial objectives and ROI. What stood out from our study :
- Velma could handle conversations with both quality and speed
- integration with our existing booking system
- High level of dialogue personnalisation
- Customization of the model to all our hotels specifics
- Strong support from your customer success team”
Does Quicktext meet your business needs?
“Yes, it has accomplished its first mission: to free up our call center from recurring or low-value queries such as check-in/out times, meal plan information, fare conditions or discounts/offers/promo codes, so they can spot and focus on high potential sales leads. As a matter of fact, Velma has become the initiator of sales leads, whether she does the booking by herself all the way into our back end or she qualifies the request and sends it to the right person to close the sales.
In terms of technical support; all the tickets opened have always been resolved as quickly as possible and correctly. We couldn’t ask for anything more…”
We measure Velma’s response satisfaction rate. We are motivated when new dialogues are launched, because we know that this rate will improve.
Do you get a good return on your investment?
“Thanks to our dedicated Quicktext dashboard, we can keep track of important KPIs :
Velma handles about 500 inbound conversations per week, half of which give us the rights to contact them.
Average booking conversion rate varies from 20% to 5% depending on the seasonality. Then our Call center contacts the remaining unbooked quotes and transforms an additional 10 to 15 bookings a week.
250 new leads a week are added to our database out of which 1% end up converting, generating over 100 additional bookings per year.
At the end of the day, every €1 invested in Velma is very close to multiplying by 100!”
But of course, part of the success is to have a dedicated and motivated team behind the scenes if you want to have Velma as a part of the customer centric strategy and get the most out of it.
How do you see the future of hospitality and AI?
“With Quicktext of course: we will be Integrating the solution with our CRM, call center solution dialer and voice chat and we are always focused on the future, so all AI-related developments are more than welcome…”
On a scale from 0 to 10, what is your overall satisfaction with Quicktext?
“We are 100% recommending Quicktext, however your hotel team must be involved and willing to contribute to run and adjust the model, only then it will deliver exceptional results.”
