NAVIS RezCast Client Call Center Expands

  • 01.28.14
NAVIS announces a 50 percent call volume increase in 2013, which will be supported by adding 80 team members to its RezForce® staff.

RezForce responded to nearly half a million calls for more than 125 accounts in the past year. NAVIS now operates one of the most successful call centers in the U.S. with lead conversions that exceed 40 percent for some clients.

In addition to its sales, marketing and CRM services, NAVIS provides 24/7 reservation call center services to help operators increase occupancy and ADR, and close more leisure business. RezForce is NAVIS' after hours and overflow professional reservation booking service. RezCast provides voice center services and marketing tracking for all reservation calls for one or multiple properties.

“NAVIS just wrapped up a very strong year,"  said Michelle Marquis, vice president of sales for NAVIS. "Our RezForce call center processed nearly half a million calls in 2013, that is a 50 percent increase over 2012. Lodging companies rely on our RezForce service for 24-hour reservation assistance, roll-over and after-hours call response because we deliver very high conversion rates.”

Pacific Hospitality Group (PHG) recently implemented NAVIS RezCast call services for its Meritage Collection, a 4-property luxury independent hotel group in California. Pacific Hospitality Group went live with NAVIS across all its hotels in early January 2014.
“PHG wanted to combine reservations for all four properties in one office," said Dave Gerdes, vice president of sales and marketing. "We selected NAVIS RezCast to provide our 24-hour call center services because they were delivering significant returns for one of our properties deploying their call back program.”
“Our conversions are nearly 70 percent at one property, and about 50 percent for our hotel group with a call abandonment rate of less than 3 percent," said Gerdes. "Those results will only improve over time. Plus, NAVIS’ outbound call-back program delivers many thousands of dollars in new revenue. NAVIS’ growth is a testament to their performance. We are looking to expand our relationship.”

“NAVIS managed our roll-over and after-hours calls beginning in 2005," said Ron Mote, senior vice president of operations for Sterling Resorts. "Today their RezForce service handles all our call center reservations and delivers conversions that average 37 percent in season. We committed to their services with an option to bring the service back in house, but because of YOY increases in both the call center and with outbound sales, we haven’t given it a second thought. Sterling Resorts is big into doing what closes sales. Our promotions are more successful because NAVIS links every dollar we make in reservations to the campaign that stimulated it. They do an excellent job for Sterling.”

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