Skip links
scroll
Ecompendium

Case Studies

Case Study

Overall, this case study demonstrates the value of implementing eCompendium for an engaging, efficient, and affordable Guest Experience Platform.

40
Hours saved p/m
2x
F&B Revenue

eCompendium is an affordable and effective Guest Experience Platform that improves guest satisfaction, streamlines hotel operations, and optimizes staff efficiency. Our platform provides guests with comprehensive information, reducing calls and freeing up staff for essential tasks. It also allows for easy updates without printing or administrative tasks, and enables efficient guest management for improved satisfaction and business operations.

The benefits of eCompendium include reduced communication needs, resource savings, improved responsiveness, and actionable insights for decision-making. The implementation of eCompendium has had a significant impact on guest experience and operational efficiency in hotels of all sizes and types.

The objective of this case study is to demonstrate the effectiveness of eCompendium Guest Experience Platform in saving time and improving operational efficiency in a hotel setting. By analyzing the results of a specific implementation of eCompendium, the case study aims to show how the platform can reduce the workload of staff, increase revenue, and enhance the guest experience. Through this analysis, the case study will provide valuable insights for hotel operators and managers looking to improve their operations and maximize their resources.

The implementation of eCompendium Guest Experience Platform in a hotel setting has resulted in several key findings related to the platform's impact on operational efficiency, revenue generation, and guest experience.

Key Findings

One of the most significant findings is the number of room service requests that eCompendium has been handling. By providing guests with a user-friendly platform to order room service, the platform has significantly reduced the workload for staff.

To quantify this finding, a calculation was performed to estimate the time and wage savings resulting from eCompendium's ability to handle room service requests. Assuming that each request would take staff five minutes to handle, multiplying the total number of requests handled by eCompendium by five minutes and then by the wage rate resulted in an estimated savings of $6,000 per month in staff wages at the time of writing this case study as a minimum. Generally it is much more than this amount.

Addition

In Addition

To the cost savings, the case study also found that eCompendium has had a positive impact on room service revenue, with sales steadily increasing since the implementation of the platform. Guests appreciate the ease of access to menu information and the ability to place orders, leading to increased revenue for the hotel.

Backgroud

Hospitality Industry Context

The hospitality industry is a highly competitive market that faces various challenges, particularly in managing food and beverage (F&B) services. Hotel guests expect high-quality dining experiences that meet their preferences and dietary requirements. To meet these expectations, hotels need to manage menus, ingredients, and staff efficiently.

However

Managing F&B services can be challenging due to high labor costs, low profit margins, and constantly changing guest demands. According to a study by McKinsey & Company, the food and beverage segment in the hospitality industry generates only 10-15% of the revenue but can contribute up to 25% of the operating costs.

Furthermore

Hotels need to adapt to the latest trends and technologies to improve guest experiences and stay ahead of competitors. For instance, hotels are increasingly adopting digital solutions such as mobile apps and self-service kiosks to enable guests to order food and make reservations conveniently.

These Solutions

Can save time and reduce labor costs while also enhancing guest satisfaction. In a survey conducted by Oracle Hospitality, 69% of hotel guests said that they would use a mobile app to order room service, and 64% would use a kiosk to place a restaurant order.

Overall, the hospitality industry faces significant challenges in managing F&B services, and hotels need to adopt innovative solutions to improve guest experiences and stay competitive.

How we address

These Issues

In short, we solved the issues by focusing on great design. This means focusing on User Experience. Rather than explain User Experience, here are some key data points:

Report

According to a report by Skift Research, "A focus on user experience design can result in a 400% increase in the conversion rate." Source: https://research.skift.com/report/the-state-of-ux-design-in-travel-2019/

Study

In a study by Forrester Research, "implementing a focus on customers' experience across the organization resulted in 17% revenue growth." Source: https://go.forrester.com/blogs/proving-the-business-case-for-better-customer-experience-the-roi-of-cx-measurement/

eCompendium

Is designed to solve the challenges faced by hotels in managing their food and beverage services by putting user experience (UX) at the forefront of the development process. Our team has worked tirelessly to ensure that the platform's design is intuitive and easy to use, with a clear focus on providing a seamless experience for both guests and hotel staff.

Achieve

To achieve this, we've conducted extensive user research to understand the needs and pain points of hotel guests and staff. Our team has also collaborated closely with hotels to understand their unique requirements and challenges. Armed with this knowledge, we've iterated and refined the platform to ensure that it meets the highest standards of UX design.

Result

The result is a platform that is not only visually appealing but also highly functional, intuitive, and easy to navigate. By focusing on UX, we've been able to increase guest engagement and conversion rates, reduce the workload of hotel staff, and provide a superior guest experience overall. So, whether you're a small boutique hotel or a large chain, eCompendium is designed to help you streamline your F&B services and deliver a first-class experience for your guests.

The process
05

Methodology

For this study, we analyzed the requests handled by eCompendium over a 12-month period for one hotel. The requests were categorized into various service areas such as housekeeping, F&B, maintenance, and front desk. By analyzing the request data, we estimated the number of hours that would have been required to complete the same tasks without eCompendium's assistance.

Assumptions

Were made based on industry standards for task completion times, and wage rates were estimated based on industry averages. It's important to note that we did not have access to actual wage data for the hotel staff, so our wage savings estimates are based on assumptions.

Assumptions and Justification

Tablet Uptime

Tablets were estimated to be 30% down on average due to not being charged. This information was taken from our MDM system which monitors the battery life of all devices. This generally sat at about 30%.

Tablets being down means that requests can not be placed from them. So we adjusted for this fact.

Occupancy

Occupancy over this time was 54%. Without someone in the room, there is no one to place requests. So we therefore adjusted for this fact. We adjusted for 60% to reduce the margin for error and to present solid, conservative findings, rather than exaggerated ones.

Productivity Increase

Whether the phone is ringing or not, you have to pay someone to sit there and monitor it. For this reason we adjusted productivity for 66% under the assumption that someone monitoring the phone would be on an actually call 20mins/hour.

Order Management

With orders coming in, someone is required to manage them, keep track, see when busy times are, count orders etc. eCompendium Manages all of this so we applied 1 hour a day here. This is a conservative estimate.

It's also worth noting that during the study period, approximately 30% of the tablets used by hotel staff were offline at any given time. This means that the impact of eCompendium on wage savings is likely greater than our estimates.

Results

We found that the implementation of eCompendium saved the hotel roughly one full staff member a week after a settling in period.

This results in an FTE saving of one staff member per year or $70-$80K on Request Handling alone. Bear in mind that this is only one of eCompendium’s many features.

The following shows the wage savings as estimated using the assumptions and justifications state above.

Case Study

AI Powered

This case study revealed significant time and wage cost savings for the hotel. After a settling-in period, it was found that the implementation of eCompendium resulted in saving approximately one full staff member's time per week.

AI Powered

This case study revealed significant time and wage cost savings for the hotel. After a settling-in period, it was found that the implementation of eCompendium resulted in saving approximately one full staff member's time per week.

Custom Templates

To quantify the savings achieved through eCompendium, the study estimated the wage savings for each month based on the assumptions and justifications provided. The results are as follows:

Payment Gateways

June 2022: $1,242
July 2022: $3,266
August 2022: $3,317
September 2022: $3,856
October 2022: $4,016
November 2022: $3,623
December 2022: $3,572
January 2023: $3,142
February 2023: $4,161
March 2023: $5,799
April 2023: $5,996

These figures

Voice Support

represent the monthly wage savings that the hotel was able to achieve as a result of implementing eCompendium. It is important to note that these savings are estimates based on the assumptions and justifications provided during the study. HB

Multilingual

The implementation of eCompendium, as a Guest Experience platform, not only resulted in time savings but also allowed the hotel to optimize its staffing resources more efficiently. By automating certain tasks and streamlining guest interactions, the hotel was able to operate more effectively while reducing the need for additional staff.

Volume Based Pricing

Overall, this case study highlights the positive impact of eCompendium on the hotel's operations, demonstrating substantial wage cost savings over several months. These findings underscore the value of adopting technology solutions like eCompendium in the hospitality industry to enhance guest experiences and improve operational efficiency.

Fortune 100 best companies to work for

Conclusion

eCompendium offers several key benefits that directly translate into significant business value for hotels. The wage saving data further reinforces these benefits, showcasing the positive impact on the hotel's bottom line. Let's reiterate the main benefits and explain how they create value for you:

Time and Cost Savings: The implementation of eCompendium resulted in substantial wage cost savings, as indicated by the data provided. By automating tasks and streamlining guest interactions, the platform saves hotels valuable time and reduces the need for additional staff members. This translates into tangible cost savings, allowing hotels to allocate resources more efficiently and improve their financial performance.

Enhanced Guest Experience: eCompendium improves guest experiences by providing a comprehensive digital compendium that offers relevant information about the hotel's amenities, services, and local attractions. Guests can access this information conveniently, resulting in a more personalized and engaging experience. Improved guest satisfaction leads to positive reviews, repeat bookings, and increased customer loyalty, ultimately driving revenue growth for the hotel.

Streamlined Operations: The platform simplifies and centralizes guest experience management, enabling hotels to streamline their operations. By automating processes and reducing manual tasks, staff members can focus on delivering exceptional service and attending to guest needs more effectively. This efficiency optimizes staff resources, reduces operational costs, and increases overall productivity.

By leveraging eCompendium's benefits, hotels can achieve tangible business value, including increased profitability, improved guest satisfaction, optimized operations, and enhanced sustainability. The wage saving data presented in the case study underscores the direct financial impact of implementing the platform, highlighting its effectiveness in delivering measurable results for hotels' bottom line

Recommendations

Optimize

Integrate

Promote

Provide

Provide Local

Analyze

implementing

Offer recommendations for how hotels can best leverage your product to optimize their food and beverage services.

To optimize their food and beverage services using eCompendium, hotels can consider implementing the following recommendations:

Integrate Menus and Ordering: Utilize eCompendium to digitize your food and beverage menus, including detailed descriptions, images, and pricing. Enable guests to place orders directly through the platform, either for in-room dining or at on-site restaurants. Integrate with your kitchen management system to streamline order processing and ensure efficient delivery of food and beverages.

Special Offers and Discounts: Leverage eCompendium to highlight special offers, promotions, and discounts on food and beverage services. This can include happy hour deals, seasonal menus, or limited-time offers. Regularly update and showcase these promotions within the platform to encourage guest engagement and boost sales.

Dietary and Allergy Information: Enhance guest satisfaction and cater to specific dietary needs by including comprehensive information about allergens, dietary restrictions, and special meal options within eCompendium. This enables guests to make informed choices and ensures a seamless dining experience, even for those with dietary restrictions or allergies.

Dining Recommendations: Utilize eCompendium to offer curated recommendations for local dining establishments, including nearby restaurants, cafes, and bars. This feature enhances the guest experience by providing valuable insights into the local culinary scene, promoting the hotel as a trusted source of information, and encouraging guests to explore dining options beyond the hotel premises.

Data and Trends: Leverage the data generated through eCompendium to analyze guest preferences, popular menu items, peak dining times, and other trends. This information can guide menu planning, optimize inventory management, and identify opportunities for upselling or cross-selling. Data-driven insights empower hotels to make informed decisions and tailor their food and beverage offerings to meet guest demands effectively.

By implementing these recommendations, hotels can leverage eCompendium to optimize their food and beverage services. The platform's digital capabilities, seamless integration, and guest-centric features enable hotels to provide a personalized dining experience, increase efficiency, boost revenue, and enhance overall guest satisfaction.

Questions and Concerns

Issue:

Tablet Uptime: An issue observed during the study was that approximately 30% of the tablets used by hotel staff were offline at any given time due to battery life and charging issues. This impacted the reliability and effectiveness of the tablets for guest requests and services.

Solution:

Implement measures to improve tablet uptime, such as implementing better charging protocols, regular maintenance, and battery replacement. Ensuring reliable tablet connectivity will enhance the efficiency and effectiveness of eCompendium for guest interactions.

Issue:

Productivity Increase: A challenge identified in the study was the assumption that someone monitoring the phone would be engaged in an actual call for 20 minutes per hour. This assumption may not accurately reflect the real-world productivity of staff members.

Solution:

Implement training programs and performance monitoring systems to optimize staff productivity. This can include call handling techniques, multitasking strategies, and efficient time management practices. Improving staff productivity will maximize the utilization of eCompendium and improve overall operational efficiency.

Issue:

Order Management: It was found that with orders coming in through eCompendium, there is a need for effective management, tracking, and counting of orders. Without proper systems in place, order management can be challenging and time-consuming.

Solution:

Implement eCompendium's comprehensive order management features to streamline the process. This includes real-time order tracking, automated notifications, and integration with kitchen management systems. The platform's capabilities will improve order management efficiency and provide accurate data for analysis and decision-making.

By addressing these issues and implementing the proposed solutions, hotels can optimize the utilization of eCompendium, enhance guest experiences, and improve overall operational efficiency.

Next Steps

At eCompendium

Our focus is on minimizing guest reliance on phone calls and maximizing the effectiveness of our platform. We recognize the importance of reducing the workload on your front desk and improving operational efficiency. Through ongoing experiments and continuous improvement, we are dedicated to refining our platform to provide guests with comprehensive information, thus minimizing the need for phone calls to the front desk.

We Are

Committed to continuous improvement and value feedback from our users. By gathering insights and analyzing data, we ensure that eCompendium remains at the forefront of innovation. We stay updated on emerging industry trends and technological advancements, allowing us to regularly update and upgrade our platform. This ensures that eCompendium remains relevant, effective, and competitive in the market.

Reducing Phone Calls

Our goal is to minimize guest reliance on phone calls by making eCompendium as effective as possible in providing comprehensive information. We understand the importance of reducing front desk workload and improving operational efficiency. Through ongoing experiments and continuous improvement, we are committed to refining our platform to give guests all the information they need, thereby minimizing the need for phone calls to the front desk.

Continuous Improvement

We value feedback and strive for excellence. To ensure eCompendium remains at the forefront of innovation, we will continually gather user insights and analyze data. By staying abreast of emerging industry trends and technological advancements, we will regularly update and upgrade eCompendium, keeping it relevant, effective, and competitive in the market.

Looking for collaboration?

ecompendium

290 Maryam Springs
Courbevoie, NYC

+1 827 48 89

Looking for a job? Send your resume

hello@ecompendium.com

Explore
Drag