How Hotel Camping Amedeo Optimized Marketing and Customer Care with Spoki

Context

Camping Amedeo, a company operating in the accommodation sector, aimed to improve communication with potential customers and optimize customer service during their stay. The collaboration with Spoki and the adoption of WhatsApp as the main communication channel represented a significant turning point towards achieving business objectives.

The Challenge

The main challenge was to contact potential customers quickly and successfully, as well as optimize customer care management. Camping Amedeo implemented Spoki to send automated messages, segment contacts, and personalize communications on WhatsApp. The solution includes response automation and management of customer requests through this channel.

Problems to solve:

1. Ineffective communication with potential customers.
2. Need to improve contact management and conversions.
3. Improved customer service during their stay.

Strategy adopted:

• Promotional campaigns: Targeted campaigns to promote advantageous offers, especially during the low season (June-September and one week between July and August).
• Contact segmentation: Lists based on past and current quotes, with separate communications for new contacts and existing customers
• Advanced Customer Care: Using Spoki for chat and customer care management, including handling customer requests during their stay.

Implementation and Integration

Camping Amedeo has integrated several digital tools to improve customer interaction. By using the Booking Expert CRM for contact management and email sending, Spoki for WhatsApp messages, and dedicated landing pages to track campaign conversions, the company was able to automate many processes. This has reduced response times and improved operational efficiency.

The implementation of Spoki has enabled the creation of a continuous and integrated communication cycle. Messages sent via WhatsApp were captured and interpreted to further refine segmentation and content personalization. This has led to a reduction in response times, improving efficiency in customer contact, and keeping the CRM always updated during all phases of the customer journey.

In summary, Camping Amedeo has integrated several digital tools to improve interaction with customers:

• CRM Booking Expert: Used for contact management and sending emails.
• Spoki: For sending WhatsApp messages and managing marketing campaigns.
• Landing Page: Used to track campaign conversions.

The integration between Spoki and the CRM has made it possible to automate multiple processes, reducing response times and improving operational efficiency.

A Two-Way and Transversal Solution

The bidirectionality between Spoki, WhatsApp, and the CRM has enabled Camping Amedeo to scale and accelerate the achievement of results.

This integration has led to:

• Reduction of response times: Improving efficiency in contacting customers.
• Continuous CRM Update: During all stages of the customer journey.
• Improved Customer Experience: Increased retention rate.
• Constant Monitoring: Sales representatives monitored lead behavior in real time, significantly reducing response times.

Results Obtained

Camping Amedeo has seen an increase in bookings and a high read rate and message interaction sent via Spoki:

• Increase in Bookings: From 64 quotes in 2023 to 1022 in 2024, with an increase in the value of bookings from 2400 Euro to 46,300 Euro.
• High Read and Interaction Rate: 25,764 messages sent, of which 22,645 were read, with 11,457 messages received in response and 13,925 response interactions.
• User Recovery: Over 30% of lost users have been recovered through chat automations.
• Reduction of Storage Costs: By 40% thanks to automated reminders.
• Revenue Growth: X5 annual revenue thanks to Spoki and integrated CRM.
• High ROI: A promotional campaign generated a turnover of 45,000€ with an investment of 1,800€, obtaining a ROAS of 25 times the initial investment.
• Contact conversion: By using a dedicated landing page, the number of quotes sent via Spoki increased from 64 in 2023 to 1022 in 2024. The value of bookings increased from €2,400 to €46,300.

When using Spoki to estimate the opening time of WhatsApp messages, you may notice a remarkable speed that increases the effectiveness of communications. Similarly, the interaction times for messages via Spoki are very short, promoting greater user engagement. Finally, recovering abandoned carts through WhatsApp messages with Spoki leads to a significant improvement in conversions, thanks to a targeted and effective recovery strategy.

Conclusion

The implementation of Spoki has led to remarkable results for Camping Amedeo, improving contact with customers, increasing conversions, and optimizing customer service. This success story demonstrates the effectiveness of adopting advanced technologies and a customer-centric approach, responding to the needs of a constantly evolving market such as that of accommodation facilities.

CREDITS

Company: Camping Village Duca Amedeo

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