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Best practices: Personalising customer relations in campsites and mobile-homes

To personalise a customer experience is to deliver the right message or offer the right service at the right time in the customer journey. With the help of a tool to manage customer databases and an automatic messaging platform, these campsites contact their customers at key touchpoints throughout their holiday experience.

 

#1: FACILITATING CUSTOMER ARRIVAL

The customer experience starts well before their stay. Email remains the favourite communication channel for delivering information to guests about preparations before their arrival.

❯ With an open rate of 80 to 90%, the seven clubs in the AMAC group have integrated pre-stay email into the customer journey with a series of emails which invite holiday makers to use an ‘Express Check-in’ via the group’s app a few days before their stay. This allows customers to confirm their reservation details and pay their deposit; upon arrival they can then go straight to their mobile-homes without visiting the reception.

❯ The click-through rate on the forms within these emails is between 50 to 70%. This shows a clear customer demand to deal with administrative issues before they travel. On the day of arrival, travellers are automatically sent an SMS to their mobile-home is ready to receive them and staff meet them later to make sure they’ve settled in well.

❯ Similarly, the campings clubs Sirène Holidays  use intelligent forms to collect customer numerberplates by email, speeding up the rate of reception of guests: upon arrival, the entry barriers detect the vehicle and automatically open to let the holiday makers directly access their rooms.

 

#2: SAVING TIME FOR CAMPSITE STAFF

Transferring administrative formalities online is extremely advantageous, both to create a more fluid journey for the holidaymakers and to facilitate the daily life of the working staff. By making these procedures less time-consuming, it allows staff to focus more on customer relations.

❯ The campings-villages Homair  have set up a digital inventory with a form that clients can fill in directly on their mobile. When completed, the form is sent directly to the reception and is processed more quickly. Moreover, if a holidaymaker encounters a technical problem, they can inform maintenance from their mobile phone with a photo to support the request, thus avoiding unnecessary round trips and decreasing incident resolution times.❯ Finally, Homair vacationers can make an appointment for their exit inventory from a form on the app which synchronizes with the staff schedule.

❯ Integrations between the Tipiz platform and partner systems such as 1Check  or Minut’Pass enable internal processes to be optimised. For example, technical problems can be directly reported to maintenance or cleaning teams, or appointments can be scheduled with full sight of each team’s schedule. Thanks to the integration of these solutions, customer requests are processed more quickly and customer satisfaction increases significantly.

 

#3: RECOMMENDING TOURIST ACTIVITIES

Offering its customers a map locating the tourist points around the campsite makes it easy for customers to plan their holidays.

❯ This is a feature which camping Port Pothuau makes brilliant use of, giving its guests access to a rich programme of trips, hikes, dives, markets and restaurants so that travellers have the best stay possible.They have in their pocket all the information they need to liven up their days with visits to provincial towns, craft workshops, and museums, or simply with an outing to the various leisure parks near the campsite.

 

#4: LIVENING UP THEIR STAY

Keeping a schedule of activities and events up to date is a rather tedious job. The advantage of offering a digital version is not only in the ability to easily update it and limit the number of reprints, but also in the efficient distribution to all guests.

Camping du Bois Fleuri uses this feature to look up in advance, the list of participants at each event and notify them all easily if there’s a time or location change.

❯ In addition to the entertainment programme, the push message functions are useful to remind holidaymakers of what’s going on at the campsite: highlights of the week, evenings, programme changes, daily specials in the restaurant, lost property, etc. The Domaine La Yole Wine Resort, a forerunner in its use of the Tipiz customer portal, uses these functions in a very advanced way and sets record utilisation rates of its customer portal season after season. Holidaymakers don’t need to go and look for the information they are interested in, they are aware of what is happening on the campsite in real time.

❯ The calendar of events and its various interactive features appeal to both holidaymakers and campsites alike, as Jordane Vernerie, Communication Manager of Campings Villages & Spa Les Méditerranées testifies:

“The application is intuitive and very easy to use. We have complete control over the content and can modify it as much as we need in real time, which is handy for updating our events programmes! If  you need help, the customer support is very reactive and efficient. This is a tool that allows us to distinguish ourselves from our competitors by offering an interactive experience to holidaymakers who use it on a daily basis during their stay.”

❯ To maximize use of the application, Les Méditerranées takes advantage of the pre-stay period to communicate to holidaymakers the existence of its mobile customer portal. Thus, guests already know how to use the app when they arrive on site. Les Méditerranées has lined up a series of automatic emails highlighting the different sections of the application which are sent a few days before the customer’s arrival. The result? Very high download rates with an application adopted by a large majority of customers.

❯ The campsite has also programmed a series of automatic notifications to intelligently inform holidaymakers of important information regarding their stay. Whether it’s the satisfaction questionnaire to detect problems before departure, the programme of activities taking place at the campsite or the check-out just before the end of the stay, these notifications are programmed according to the booking dates of each guest.

❯ Finally, the campsite is equipped with numerous screens that continuously broadcast the week’s programme, the weather forecast, photos of the last evening and the establishment’s services and partners.

For more information, take a look at Tipiz.

Author: Marylou