Since taking on G6 central reservations, Cloud5 has reduced abandoned call rates by 46% compared to the previous year—all while improving service levels and delivering industry-leading call conversion rates. Within seven days of commencing work, Cloud5 had selected and trained agents to take and convert voice reservations calls for Motel 6 and Studio 6 property locations. The operation was fully staffed in less than 60 days.
"Our top priority is ensuring the highest quality guest satisfaction and we believe that through our partnership with Cloud5 we have been able to enhance our guest experience," said Jessie Burgess, Chief Information Officer of G6 Hospitality. "We have been extremely pleased by Cloud5's seamless integration and ability to handle reservations in an expert manner which has resulted in greater booking revenue through higher caller satisfaction and lower abandoned call rates."
Cloud5 provides around-the-clock call handling, including evening and weekend support for the loyal G6 customer base. The Cloud5 Contact Centers that service G6 have a deep talent pool with dedicated North America-based agents trained in the G6 reservations system, G6 brand, and culture, handling an average of 8,500+ calls per day. Cloud5 agents deliver top-rated guest loyalty plus conversion rates up to 10 points higher than competing hotel call centers, driving millions in incremental revenue.
"The collaboration between G6 and Cloud5 is an example of how guests benefit when hospitality companies know their guests and deliver what they want. Both companies are focused on delivering the complete lodging experience that is required in this specialized niche market - that's fast, friendly service and an affordable, welcoming place to stay," says Mark Holzberg, President & CEO, Cloud5 Communications. "G6 has a tremendous relationship with their guests and we are honored to have been selected to be an extension of their brand."
Using the game-changing artificial intelligence (AI) platform from Afiniti, G6 Hospitality and Cloud5 can match each caller with the best available agent that transform how they engage with each other, ultimately improving the customer experience. The AI-based technology measurably increases call conversion and total booking value.
Cloud5 Contact Center services include Voice Reservations, Overflow, and After-Hours Calls, Sales Optimization, Loyalty Desk, 24x7 Customer Care, Multilingual Support, and AI-based Agent Pairing Technology.
About Motel 6
Motel 6 helps travelers save more for what they travel for with nearly 1,500 company owned and franchised locations throughout the United States and Canada. Motel 6 has used the tagline, "We'll leave the light on for you®" for more than 29 years, earning the chain the highest brand recognition in the economy lodging segment. Motel 6 offers standard amenities including free Wi-Fi Internet access, free local calls, no long-distance access charges, free morning coffee and expanded cable channel line-up. Most locations offer swimming pools and guest laundry facilities. For more information, visit www.motel6.com.
Cloud5 is hospitality's leading communications technology & services provider. Its two world-class business units serve the unique needs of thousands of hotels, from large luxury hotels and resorts to economy properties, working with major brands, ownership groups, management companies and independents. Cloud5 Technology designs, builds and supports high-performance Internet / Network and Voice solutions for hotels committed to offering the best guest connectivity experience. Cloud5 Contact Center is an award-winning voice reservations and agent services provider dedicated to hospitality that delivers enhanced conversion rates and brand experience, serving the full range of operations from economy hotels to the world's top luxury hotel brand. For more information on Cloud5 solutions, visit www.cloud5.com, or call 877.241.2516.