Mantra Group exceeds incremental revenue target with intelligent online engagement
Customer Company Size
Large Corporate
Region
- Pacific
Country
- Australia
- New Zealand
Product
- Live Chat
- Content Targeting Solution
Tech Stack
- Real-time Behavioral Analytics
- Cloud-based Platform
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Revenue Growth
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Sales & Marketing
Use Cases
- Real-Time Location System (RTLS)
Services
- Cloud Planning, Design & Implementation Services
About The Customer
Mantra Group is a leading accommodation provider in Australia and New Zealand, with a network of over 110 hotels and resorts with impending expansion into Asia and the Pacific region. The group operates under three brands, each offering a distinct guest experience: Peppers Retreats, Resorts and Hotels offer exceptional escapes in deluxe accommodation across Australia and New Zealand; Mantra Hotels, Resorts and Apartments, known for superior four star accommodation in major corporate and leisure destinations; BreakFree Hotels, Resorts and Apartments, featuring family-oriented three to four star properties in popular holiday destinations and capital cities. Mantra Group is well known for its innovative approach to hospitality, always striving to be at the forefront of tourism marketing trends and aiming to deliver the best customer experience possible.
The Challenge
Mantra Group, a leading accommodation provider in Australia and New Zealand, was facing a significant challenge in managing high volumes of incoming traffic to its website. With the majority of hotel reservations and bookings now occurring online in Australia, Mantra had devoted a significant proportion of marketing spend to driving traffic to its site, including regular email activity to a database of over one million subscribers. However, supporting such a vast quantity of people was proving a significant challenge and conversion rates were low. Mantra Group recognised a major opportunity to improve the way it engaged with website visitors in order to provide a more optimal online experience and encourage them to convert.
The Solution
Mantra Group decided to partner with LivePerson to personalise the online experience and establish deeper connections with customers, across its three brands. The Group deployed the Live Chat solution across its three brand websites with the strategic goal of improving its online sales, harnessing LivePerson’s real-time intelligence platform to identify and proactively target hot leads. By inviting customers to chat when they are in the booking process, for example while looking at rates and availability, the contact centre team can guide customers through their booking journey in real time to ensure successful completion, generating more sales. Mantra Group has deployed LivePerson’s content targeting solution in addition to Live Chat, which is handled in-house by The Group’s marketing team. With this solution, Mantra Group is able to easily create templates consistent with its brand and website and deploy targeted content using advanced segmentation tools.
Operational Impact
Quantitative Benefit
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