Client Category: Specialty & Services
Situation Overview:
UK-based hotel/resort sales operation is concerned about high proportion of sales leads that fail to result in new business. Especially significant impact on group and meeting revenues.
Pivotal Resources' Role & Solutions:
- Support Provided: DMAIC/Lean consulting and training
- Analysis: Client team uncovered gaps in phone coverage, segment management and scheduling. Corporate-generated sales leads treated by hotels as "lower priority" resulting in slow response.
- Solution: Revamp sales coverage and lead management procedures. Boost involvement of Sales Management in lead response tracking.
Results/Successes:
Same-day lead response at over 150 hotels increased from 25% to 93%. Distinct advantage gained: "We book business before competitors even respond."