Sowell Hotels & Residences

Sowell Hôtels & Résidences operates nearly 40 establishments in the most beautiful French tourist destinations. Positioned on a highly seasonal market, the group operates in an environment where commercial performance depends directly on the ability to capture and convert incoming calls.

In the hotel industry, every telephone interaction represents a direct sales opportunity. Call management therefore becomes a strategic lever for maximizing turnover while guaranteeing a homogeneous customer experience across the entire network.

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The challenges of call management in the hotel industry

In a sector marked by seasonal peaks and significant variations in volume, managing incoming calls is a major operational challenge.

In particular, it involves:

• Immediate availability to avoid missed calls
• A structured and homogeneous commercial discourse
• An ability to absorb overflows in high season
• Precise monitoring of commercial performance
• Coherence of experience across all establishments

Without a dedicated organization, hotels face several risks:

• Loss of direct sales to OTAs
• Saturation of reception teams
• Heterogeneity of commercial discourse
• Lack of precise control of the conversion rate

The question then becomes strategic:

How to professionalize call management to make it a driver of sustainable commercial performance?

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The challenges faced by Sowell Hotels & Residences

In a context of developing its network, Sowell wanted to:

• Improving commercial responsiveness
• Guarantee systematic handling of calls
• Structuring performance monitoring
• Ensure a consistent customer experience across all establishments

The challenge was not simply to manage a temporary overflow, but to set up an organization capable of:

• Maximize direct sales
• Relieve the teams on site
• Professionalize the management of incoming calls

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The solution implemented by HDB Solutions

To meet these challenges, HDB has activated Guest Voice, its solution dedicated to the management of hotel calls, across the entire Sowell network.

Overflow call absorption and 24/7 presence

The device allows:

• To absorb seasonal call peaks
• To ensure extended availability
• To ensure that no business opportunities are lost

Calls are answered instantly by teams trained in Sowell's offer.

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A structured and homogeneous commercial discourse

HDB sales teams ensure:

• A perfect knowledge of establishments
• A structured sales pitch
• Highlighting offers and services
• Coherence of discourse across the network

Each call becomes an optimized conversion opportunity.

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Precise performance management

The device includes:

• Weekly quality monitoring
• Complete and transparent reporting
• An analysis of volumes and conversion rates

Call management is moving from an operational approach to real commercial management.

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Deployment and operational organization

Guest Voice was gradually activated throughout the network.

The collaboration was built around:

• Team training for the Sowell offer
• Alignment with the group's commercial standards
• The definition of performance indicators
• Regular quality monitoring

Objective: to guarantee a smooth integration, without disrupting the experience for end customers.

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Impacts and benefits for Sowell Hotels & Residences

Thanks to this device, Sowell was able to:

• Professionalize the management of incoming calls
• Maximize direct sales
• Reducing pressure on internal teams
• Structuring the management of commercial performance
• Ensuring a consistent experience across the network

Call management has become a strategic driver of performance, and no longer a simple cost center.

“HDB's Guest Voice solution has completely professionalized our incoming call management.
Our customers are better advised, our teams relieved, and we are gaining in direct sales.
Transparent reporting and quality monitoring allow us to optimize continuously.
It is a real driver of commercial performance.”

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Why structure call management in the hotel industry?

In a context of pressure on margins and dependence on online reservation platforms, direct selling is a key issue for hotel groups.

Structuring call management allows:

• To capture every commercial opportunity
• To improve the telephone conversion rate
• To strengthen brand consistency
• To optimize the profitability of the network

For hotel groups and tourist residences, the contact center is becoming a strategic pillar of commercial performance.