Hotel Ter Elst

Pilar: Security - Customer Experience
Security
Customer Experience

Security

Challenges

  • Damage: Hotel Ter Elst is a big and well-known hotel in Antwerp. Although they often rent out event spaces and the possibility of a natural disaster, fire, or other accident is always a possibility, for now, there are no ways to prove its pre-disaster condition beyond a few photos that are on their server.
  • Requesting quotes: thanks to its various event and meeting rooms, different companies often organize events at Hotel Ter Elst. This usually requires their clients to meet with several potential vendors and someone from the Ter Elst team to be present at all times. During busy periods, it may take longer to find a time that fits all parties’ schedules. Moreover, it is also not efficient to work this way, and it is also possible to lose sales as a result.

Solutions

  • Damage: since the 3-DEE virtual tour is scanned on a specific date, a date is also automatically linked to the virtual tour. This means that in case of damage, it can be shown what the location looked like before the damage occurred. In addition, the virtual tour is scanned with a 4K camera at different points in the location, ensuring that the location’s condition before the damage can be viewed in various places in a detailed manner.
  • Request quotations: when quotations need to be requested for renovations or organizing events, the various suppliers can do this remotely. Thanks to the integrated measuring function and the detailed floor plans provided with the virtual tour, the different suppliers can measure floors, objects, and walls. In this way, they no longer all have to visit the location physically, the Ter Elst team or its clients can compare the first offers faster, and a decision can also be made more quickly. In addition, the Ter Elst team also no longer needs to be available for these physical viewings, allowing them to work more efficiently

Customer Experience

Challenges

  • Boost sales on own website: currently, many hotel guests book their rooms through online travel agencies such as booking.com, which means Hotel Ter Elst also has to give a significant commission and loses profit margin. In addition, there are a lot of other hotels in the area, meaning Hotel Ter Elst needs to stand out both online and offline. Since many hotel guests start their search online and mainly look at the first three search results in search engines, they must rank in the top three. This is not the case for many keywords, meaning a fair amount of the marketing budget must be spent on SEA.

  • Optimize customer experience: staff is only available during business hours. When a customer needs information and their contact person is not present, the customer has to wait to get this information and further organize their event, for example. In addition, customer expectations are not always set correctly because, for example, hotel photos are taken from a specific angle or videos are made from a particular viewpoint, so the customer sometimes has the wrong expectation. Finally, the hotel is also gigantic, making it easy for guests to get lost.

  • Work more efficiently & faster: organizing an event involves several decision-makers. Since all decision-makers have to visit the location physically, the agendas of the various decision-makers must match those of the Ter Elst team. This often causes problems, making the decision process unnecessarily long. Besides the fact that different decision-makers are involved in the decision process, repairs sometimes must be made. As a result, several suppliers have to come by to provide quotes. Sometimes several emails are sent back and forth to obtain additional information, making it very inefficient.

Solutions

  • Boost sales on own website: the 3-DEE interactive tour optimizes SEO since the interactive tour is placed on the website and is viewed for a long time. In addition, the interactive tour lets prospects view everything in advance in a detailed and transparent way, so they know what to expect.

  • Optimize customer experience: unlike videos or photos taken from certain angles, the guest is in control. This allows them to see for themselves what they find interesting. This way, the experience is optimized, and expectations are set correctly from the beginning. Moreover, thanks to the Google maps integration and the mini floor plan, no one gets lost in the hotel anymore, as they can easily orient themselves in the hotel and see how to get there and where to park.

  • Work more efficiently & faster: since Ter Elst’s interactive tour is available 24/7 and can be viewed on any device, customers can view the hotel whenever and wherever they want. Even when the staff is absent, prospects can be helped further. In addition, the integrated measuring function and detailed floor plan allow suppliers to make an offer remotely. Customers can also organize their events without visiting the location physically each time. As a result, agendas do not have to be juxtaposed as often, quotations can be requested and compared faster, and customers can organize their events quicker and more efficiently.

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