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Florida-based TradeWinds Beach Resort Picks NAVIS Solution
Today, many high-value leisure properties are relying on the reservation sales system to successfully track incoming or outgoing calls or proactively contact leads, and mainly to boost their revenue.
Recently, the TradeWinds Island Resorts on St. Pete Beach in Florida has turned to reservation sales system provider NAVIS to implement a voice-focused sales optimization program. After this new deployment, the company notes that its sales and conversions have jumped up 13 percent.
"We have so much to offer, but a family vacation is a major financial decision. More than 30 percent of direct bookings come through our call center," said Travis Johnson, vice president of marketing for TradeWinds Island Resorts. "There are so many options at TradeWinds that most guests talk to our call center more than once. This, and the trend toward mobile communication, presented a great sales opportunity. That's why we started working with NAVIS in 2011."
NAVIS offers sales coaching best practices, call recording, caller tracking, and performance reporting. With NAVIS' telecommunications technology, the resort's sales team now has the tools to be the best it can be. The TradeWinds agents are able to track the caller, their phone number and which promotion a caller is contacting about etc. And this information is helping the agents to quickly build a relationship and displays the dates, amenities, and other information on time.
In addition, NAVIS has trained TradeWinds Island Resort’s property's managers on reservation coaching and call scoring. In fact, the resort experienced big revenue improvement in outbound follow-up calls.
“NAVIS' information enabled us to create an outbound call program," Palmquist said. "'Outbounding' is a new revenue source. Now we are able to follow up on first-call turn downs. People see us in a positive way when we call back with alternate dates or new opportunities. A large percentage of them book their stay during our follow up call."
NAVIS as well conducts regular sales training that keeps the TradeWinds team at peak performance. The team’s skills are nurtured with videos and online classes that provide testing and certification for successful completion.
All in all, the switch over to Navis solution is enabling TradeWind resort to boosts its voice call conversions at a faster rate.
Edited by Alisen Downey