Conversica > Case Studies > AI-Driven Lead Qualification Boosts Bookings for Sunset World Resorts

AI-Driven Lead Qualification Boosts Bookings for Sunset World Resorts

Applicable Industries

Buildings
Marine & Shipping

Applicable Functions

Sales & Marketing

Use Cases

Personnel Tracking & Monitoring
Time Sensitive Networking

About The Customer

Sunset World is a leading provider of quality, affordable vacations in Riviera Maya and Cancun. The company operates six resorts in Mexico and several travel services brands. It offers a timeshare program, Club Sunset, which provides an enhanced luxury experience to its members. The company's marketing efforts span two continents, and its promotional campaigns, offering low-cost vacation packages or trip giveaways, can generate as many as a million leads a week. Sunset World is committed to providing an excellent experience to its guests, from their first interaction with the company to their stay at the resorts and beyond.

The Challenge

Sunset World, a leading vacation provider in Mexico, faced the challenge of qualifying up to 1 million leads a week, increasing bookings, re-engaging longtime members, and converting one-time resort guests into Sunset Club members. The company's promotional campaigns generated a massive volume of leads, which were difficult to manage and engage effectively. The traditional approach of sending generic emails from a marketing automation program was not proactive enough. Moreover, the delay in responding to these leads often resulted in potential customers forgetting their interest in Sunset World's services. The company needed a solution that could quickly and efficiently engage with customers, making them aware of the offerings and sparking their interest before they interacted with the sales or reservations agents.

The Solution

Sunset World adopted Conversica's AI Automated Sales Assistant, named Jennifer Wright, to tackle their lead management challenge. Jennifer, powered by Conversica's artificial intelligence technology, was able to qualify leads, respond to requests, answer questions, and provide further information without human intervention. She gauged the prospect's interest, secured the best number and time for them to speak, and then passed them on to a member of the Sunset World sales or reservations staff. Jennifer also played a crucial role in re-engaging members who hadn't visited a Sunset World property in a while, reaching out to them and informing them about new services. She also contacted non-members who had purchased a vacation package but hadn't visited the property, offering ways to make their trip easier. Furthermore, Jennifer ensured a quick response to any major complaints from customers who filled out a post-stay survey, reaching them within 24 hours.

Operational Impact

The implementation of Conversica's AI Automated Sales Assistant, Jennifer Wright, revolutionized Sunset World's lead management and customer engagement process. Jennifer not only helped in qualifying leads and increasing bookings but also played a crucial role in re-engaging longtime members and converting one-time resort guests into Sunset Club members. She ensured a quick and personalized response to customer complaints, improving their overall experience and opinion of their stay. Jennifer's efficiency and effectiveness in handling leads and customer engagement made her a valuable asset to the company, helping the sales and reservations staff convert leads into guests and guests into members more effectively. The result was more guests, more revenue, more members, and a happier and more productive sales and reservations staff.

Quantitative Benefit