Today, guest expectations are at an all-time high. Given the seamless mobile experience rendered by service providers such as Uber and Delivery Hero, it is not surprising that guests expect hotels to provide the same experience. As guest expectations drive the tourism industry, hoteliers continuously seek to enhance the customer experience quotient by upscaling their services in line with the changing technology trends. Disrupting the tourism industry globally is WeBee, a Done brand, which brings to the table a customer engagement platform as a 360-degree solution for better guest experience.
With WeBee, the guests can avail of any service from their mobiles in less time by chatting in their convenient language supported by auto-translation without the need for physical interaction. On the other hand, hoteliers can leverage WeBee to communicate and manage the complete cycle of the guest journey from hotel search to post-stay.
In the trying times of COVID-19 pandemic when social distancing has become the new normal, the platform’s embedded features like contactless orders, fast check-in, mobile payment, and digitalized menus catered to social distancing measures (has) made it deeply recognized by the hospitality industry. WeBee delivers a top-notch user experience by allowing hotel guests to search, view, and book a hotel and open their rooms with their phones instead of carrying magnetic or plastic cards.
“Guests can now request any hotel service like ordering food to room, reserving spa, restaurant, golf and other activities, viewing content digitally, making housekeeping requests, calling a taxi, porter, valet and more, on the spot merely with a click,” says Dr. Özgür Zan, Managing Partner, Done.
Done continuously monitors new technologies and upcoming trends and is rigorously involved in R & D to provide cutting-edge solutions for the tourism industry. It has recently launched a novel solution, Home2nite, which unifies independent hotels globally by unifying their strengths. Home2nite has received funding from the European Unions Horizon 2020 research and innovation programme under grant agreement No 778533. The aim is to provide combined CRM and loyalty solutions for independent hotels, to prevent them from being the second choice over the chain of hotels that already possess a guest database and loyalty system. “Hotel guests will be able to receive customized end-to end services based on their preferences even if they stay in different independent hotels, in different cities and countries,” says Tansel Voyvodaoğlu, Managing Partner, Done.
What sets Done apart is the excellent user experience delivered by its innovative solutions that drive customer engagement, the easy and fast setting-up of the solutions customized to each hotel, and the quality of after-sales support.
The company is relentlessly focused on developing new features based on the needs of hoteliers and their guests, such as COVID-19 measures in this outbreak. Furthermore, Done is leveraging big data and developing predictive solutions using artificial Intelligence on cloud systems at affordable prices.
It comes as no surprise that using Done’s solutions, hotel customers have increased revenues by 36 EUR/room/month, got average ratings of 4.8 on TripAdvisor, 9.4 on Booking.com, increased direct bookings and received good reviews on reputation sites while decreasing paper and key card costs. According to Zan, there are numerous ways in which WeBee helps both hotels and their guests gain value. For example, guests can fill in the mid stay survey—sent out as a push notification in the middle of their stay—and Webee detects and informs the guest relations department about any dissatisfaction. This enables hotels to resolve guest issues during their stay itself and ensure that guests leave happily and give high scores on reputation sites.
The company’s client roster has hundreds of hotels in 18 countries, including Swissotel, Mövenpick, Kempinski, Rixos, and Divan Group. Adding a feather to its cap is the United Nations World Tourism Organization’s (UNWTO) announcement that WeBee is listed among the six most disruptive start-ups, from among 1,183 applicants from 110 countries, which provide solutions that heal the tourism industry in Europe. Carrying forward the legacy of providing a globally disruptive guest engagement platform for the tourism industry, Voyvodaoğlu adds, “We plan to make integrations and collaborations with the best solutions in the world and increase our value to our customers and their guests.”