Outgrowing an Outdated Tech Stack
With ambitious growth plans, visibility into task progress and overall property preparation status were vital to the day-to-day operations of Travel Advantage Network. Regional managers needed to understand where their field teams were at any point in the day, the status of any property task, and property readiness. Before Breezeway, Bill Hill, TAN Operations Director, pulled manual reports daily and followed up with field staff in 14 different markets throughout the day via cell phone calls. Bill notes, "the process was tedious, and I never truly knew where my staff was at with a task and if the next team could come in and continue preparing the property."
Today, Bill opens Breezeway every morning and reviews maintenance tasks, housekeeping needs, and turn schedules. "It's amazing not to log into different programs to manage our business. We can now manage our property care and readiness tasks through one app." Since switching to Breezeway, Bill has seen his teams reduce their response times, repair rates, and costs. By enabling his teams to track task status, create tickets, and provide updates, Breezeway has allowed Bill's teams to operate more autonomously and efficiently. "You want to empower your frontline folks and give them the responsibility and resources they need. Breezeway has enabled us to do that, and creating that awareness makes me feel good as an operations manager."
Reducing Call Volume and Increasing Efficiency
In addition to field staff, the client resolutions team also needed better technology to help communicate with guests. Shawntel Dairsow, Client Resolutions Manager, recalls a time of duplicate work tickets, unnecessary phone calls, and limited reporting. "Our previous software didn't allow us to pull full year-over-year reports, so we couldn't understand how we performed." This lack of visibility led to property and guest data issues, creating more tickets and work for the field staff and client resolution offices. With the Breezeway platform, TAN has the property and guest data at their fingertips so teams can easily reference tickets, property profiles, and previous guest inquiries. The additional visibility decreased manual work and allowed TAN's office staff to communicate with other departments more efficiently.
By tying its operations to Breezeway's guest messaging tool, TAN found a better way to provide support to their guests. "With Breezeway, we can now communicate critical information like PointCentral door codes, wifi passwords, and other property information through text message," remarks Shawntel. Utilizing texting tools like bulk messaging, custom stay messaging, and away messaging has reduced TAN's call volume by half. "A year ago, we had 5,746 incoming guest calls. Now we have 2,375, which keeps trending down".
"Breezeway has made everything so much better in terms of communication with the guest, with vendors, and internally and externally; everything is just better!" - Shawntel Dairsow, Client Resolutions Manager.
In addition to the Breezeway guest messaging, TAN was one of the first clients to implement Guide, Breezeway's dynamic welcome book. Shawntel mentioned “the Guide was easy to set up, it’s a natural outgrowth of the text messages the guests already receive, and guests love the expanded property information available on their phone. “ She went on to comment that “TAN values an amazing guest experience, and many times, a great experience simply means getting guests the information they need when they need it. The Breezeway Guide does a fantastic job at delivering the guest info in a way that is easy for the guest to use.” As an added benefit, Shawntel mentioned “when the guest can answer their own question, it’s one less call for our Support Team.”
“Breezeway has made everything so much better in terms of communication with the guest, with vendors, and internally and externally; everything is just better.” - Shawntel Dairsow, Client Resolutions Manager
Eliminating vendor invoicing
TAN’s field vendors are able to complete their work, and everything is tracked in Breezeway. The field vendors no longer need to invoice TAN directly, and Breezeway eliminates one more unnecessary step. TAN’s accounting department can go into Breezeway and easily view the work completed and get their vendors paid in a timely manner. Invoicing through Breezeway has saved TAN an estimated 20 hours of work per week tracking down and managing vendor invoices.
“You want to empower your frontline folks and give them the responsibility and resources they need. Breezeway has enabled us to do that, and creating that awareness makes me feel good as an operations manager.” - Bill Hill, TAN Operations Director
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