Background
Cayuga is a boutique hotel chain operating across multiple countries, renowned for offering personalized and unique experiences to its guests. Despite having a dedicated and capable team, they recognized the need for operational improvements.
While the client had been using Bitrix24 Cloud for managing bookings and customer interactions, they wanted a more tailored solution to meet the specific needs of the hospitality industry. Their goal was to integrate Bitrix24 with their specialized booking systems, automate key tasks to streamline their daily operations.
Challenges
The client encountered several challenges with their existing Bitrix24 setup:
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Integration Limitations: The inability to connect Bitrix24 with specialized booking systems caused delays, as manual data transfers were required between platforms, consuming valuable time and hindering efficiency.
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Inflexibility of Functionality: The default Bitrix24 tools were not fully customized for the client’s hospitality business. This led to inefficiencies in managing the complex needs of their operations.
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Need for Advanced Automation: The team required more sophisticated automation rules to handle the entire customer journey effectively. While basic automation was in place, it lacked the depth needed to reduce manual processes and improve operational flow.
Solutions
WebBee worked closely with the client to customize Bitrix24, integrating systems and optimizing the platform to meet the hospitality industry's unique needs. This included several key steps:
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System Migration and Customization: The client transitioned from Bitrix24 Cloud to a self-hosted platform, allowing for a complete reconfiguration of the CRM. This upgrade provided greater control over data and operations.
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Advanced Automation: WebBee implemented advanced automation rules to handle routine tasks such as booking confirmations, guest information updates, and follow-up communications.
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Custom UI Enhancements: A customized user interface with a specialized Product Card streamlined daily tasks, making it easier to manage bookings and customer data while reducing administrative time.
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Integration with Reservation Systems: Bitrix24 was integrated with the client’s booking system, eliminating manual data transfers and ensuring smooth, real-time information flow.
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Ongoing Support: WebBee continues to provide ongoing support, ensuring that the system evolves with the client’s business needs and solidifying a long-term partnership.
Results
The client received the smartest and fastest version of their original Bitrix24 configuration and saw significant improvements:
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70% Reduction in Operational Time: The client successfully eliminated a significant amount of manual work, reducing operational time by 70%. This allowed the customer service team to focus on customer engagement rather than administrative tasks,.
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Reduced Errors and Improved Accuracy: WebBee integrated Bitrix24 with the client’s specialized booking system, ensuring seamless, real-time data flow between both platforms. This eliminated errors, significantly improving operational efficiency and accuracy.
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Powerful, Customized Tools: The tailored Product Card in Bitrix24 Leads and Quotes and other customized features provided the client with a powerful, multipurpose set of tools that perfectly suited their specific business needs, improving day-to-day operations.
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Improved Guest Service: Optimized operations freed up time for the team to focus on what they do best: delivering a personalized guest experience. This boosted service quality, shortened response times, and strengthened guest relationships, leading to higher customer retention and a solidified reputation for their boutique hotels.
