Freshdesk Boosts Cinnamon Hotels & Resorts' Response Time and Revenue

Cinnamon Hotels & Resorts is a diverse chain of 15 hotels and resorts across Sri Lanka and the Maldives. It is a member of John Keells Holdings PLC, Sri Lanka’s largest listed conglomerate. The company is known for creating luxurious experiences that attract a large number of foreign travelers from the USA, UK, Singapore, Australia, Germany, and India. Cinnamon embodies Sri Lanka’s legendary warmth and hospitality in every way, with its world-class staff leaving no stone unturned to infuse each moment with the comfort that makes an unforgettable holiday.

Cinnamon Hotels & Resorts, a member of John Keells Holdings PLC, is a chain of 15 hotels and resorts across Sri Lanka and the Maldives. The company prides itself on providing luxurious experiences that attract a large number of foreign travelers. However, the company faced a challenge in managing online enquiries. These enquiries were initially handled by different teams across properties, depending on who got to it first. But with teams busy creating delightful experiences for guests on their properties, online enquiries did not get the attention they needed. These responses were crucial as they served as the gateway to potential customers. The properties that responded the fastest had a higher chance of winning over customers. Hasara Fernando, Assistant Manager - Online Marketing, realized that Cinnamon would be able to achieve a lot more with a central team focused on online enquiries that worked off a centralized platform.

Cinnamon Hotels & Resorts adopted Freshdesk as their centralized platform for handling online enquiries. With Freshdesk, Cinnamon set up its customer-facing enquiries portal and a unified team to answer queries flowing through it. From room reservations and airport transfers to recreation and dining experiences, travelers were assured of getting the right information on any concern they may have. Freshdesk’s intelligent assignment rules automatically ensured that each query reached the right agent, for an immediate and qualified answer. By allowing agents to respond to queries twice as fast, Cinnamon’s new support process converted online enquiries into a revenue growth engine. Freshdesk’s advanced analytics were used to track the queries that resulted in a conversion, measure its business value, and understand how they could replicate this success.

• The implementation of Freshdesk has significantly improved Cinnamon Hotels & Resorts' operational efficiency. The platform has enabled the company to respond to queries twice as fast, turning online enquiries into a revenue growth engine. Furthermore, Freshdesk’s reports generate rich insights about Cinnamon’s potential customers, like the seasons they are most interested to travel during, the kind of activities that interest them, and the facilities they expect in a hotel. These data-backed insights have allowed Cinnamon to surpass expectations and offer magical holidays with unforgettable memories. With Freshdesk, Cinnamon Hotels & Resorts continues to welcome an ever-growing number of tourists from around the world.

• Response time to enquiries reduced by 54%

• Increase in revenue from enquiries by 40%