Playa Montroig Camping Resort calls on LoungeUp to digitise its customer relations
The LoungeUp platform has developed a solution dedicated to the outdoor accommodation industry: Tipiz. This platform helps campsites to enhance customer experience and facilitate the daily life of campsite teams. The Playa Montroig Resort in Spain has decided to use this solution to offer its clients a more fluid experience and liven up their stay, while reducing the pressure on its operational teams.
About Playa Montroig Camping Resort
Playa Montroig is a 35-hectare, five-star campsite-village located about 100 kilometres from Barcelona and equipped with an 850m2 aquatic area, a 300m2 heated swimming pool, two restaurants, five bars, six playgrounds, and an open-air theatre. It offers an ideal location with a 12 km coastline of beaches and coves.
“We decided to use LoungeUp, a 100% customisable application.”
After initially trying to develop a mobile application in-house, the Playa Montroig Resort team ultimately decided to turn to a specialised software.
“It was particularly important for us to be able to communicate our programme of activities, our schedules and to be able to chat with customers to promote our services and receive booking requests. And for customers to easily report their problems to us”, explains Alejandro Giménez, Managing Director.
“From the outset, the commercial and technical teams [of LoungeUp] have been very involved in getting to know our business and in offering all the services available, and even improving certain points. Their availability has been total and very effective.”
It is important that teams are comfortable with the tool in order to get the most out of it. Training of the operational teams is essential to help them understand the full capability of the solution and to help them utilise it effectively.
“The strategy has clearly been to train our teams as well as possible so that they are autonomous. LoungeUp has always been on hand to help implement the solution, making us feel supported at every step of the way,” says Alejandro.
A highly intuitive solution
To optimise its use, the platform used by the operational teams must be user-friendly and stable. The aim is to facilitate exchanges between the campsite and holidaymakers, not to make them more complex! The technology increases team efficiency via automation (for example sending messages according to reservation dates) and allows ultra-precise personalisation of content offered to the client such as messages, recommendations, activities, services, and promotions according to the data collected before the stay.
“The solution is very intuitive; it allowed us to create our own automated campaigns, send personalised messages and track user activity,” explains Alejandro.
How to improve the customer experience?
Personalising customer relationships is extremely effective in improving their experience. It makes guests feel supported and valued. Before questions arise, campsite teams can assuage customers of their worries with all the required information in personalised messages.
To do this, with the help of the CRM integrated into the LoungeUp platform, the Playa Montroig Resort uses the customer data retrieved upstream to personalise its mailings to holidaymakers:
“From the outset, we tried to segment by type of customer to offer a more personalised experience (families, senior citizens, etc.) and to propose adapted services. This increased orders for services such as the Spa, and allowed for better team planning as well as an increased quality of service”.
Camping Playa Montroig’s best practices
The application presents different services and advertisements if the customer logs on before or during their stay. The customer isn’t bothered with campsite rules or swimming pool wristbands functionality before their arrival, but rather how to reach the campsite and what time their dinner reservation is. On the other hand, when on-site, they are interested in being explained how to connect to the internet, they are offered activities around the campsite or they are reminded of the next activity.
The fluidity of use
The customer does not need to identify themselves, they can access their customer portal with a web link sent by e-mail before their stay. Thus, they can easily access an adapted interface without having to retrieve a login and password or booking confirmation.
With a spa, 6 restaurants, 11 bars, 2 discos, and numerous sports facilities, the holidaymaker could quickly get lost in the vast offer proposed by the resort. The customer portal is useful for listing available options that correspond most to customer expectations. Tennis, ping pong, mini-golf, petanque, diving, paddle, hiking, cycling, gym, … the only difficulty the sporting guest has is which to choose! And if they are not satisfied with the campsite’s offer, the application also offers ideas for excursions and events around the campsite.
- Implementation time: 1 month
- 40% of guests download the application before their stay
- 86% of usage is on the native application (downloaded to the smartphone)
- 23,260 sessions (2019 season)
- 1275 messages sent by customers in the chat room
A Word From Our Clients
Camping Playa Montroig records very high usage statistics that confirm the appetite of its customers for the solution. Around 40% of customers download the application before their stay, which is a major proportion of customers who are already familiar with the campsite and are therefore more likely to be comfortable with the teams during their stay.
“We have received very good feedback on the usefulness of this service and the satisfaction index of the Reception desk has increased by 8 points. Customers are better informed and visit the reception less, which leaves more time for our teams to improve the booking, incident and experience management!”