About Leonardo Hotels
With a portfolio of more than 315 hotels across 137 destinations in Europe and Israel, Leonardo has built its reputation on delivering consistently high service standards, memorable guest experiences and a clear ambition to keep pushing the benchmark for hospitality.
“NextGenCX helped us develop messaging that clearly communicates our meeting room offer to customers. It’s already showing how strong, well-targeted messaging can cut through, build awareness and open up new revenue opportunities.”
The Issue
Leonardo Hotels identified that its IVR and In-Queue voice messaging no longer reflected the quality of its brand.
Existing voice messages were outdated and inconsistent and there was limited use of the channel to communicate key areas of the business, including meetings and events and new hotel locations.
The Approach
Leonardo Hotels partnered with NextGenCX to review and update its IVR and on-hold experience.
This included:
Mapping existing call flows
Defining a consistent tone of voice
Developing tailored IVR scripts for each hotel
Creating on-hold messaging aligned to key services and offers
The focus was on improving consistency, clarity and overall caller experience.
The Solution
NextGenCX developed a revised IVR and on-hold messaging approach designed to create a more consistent and on-brand experience across all telephone touchpoints.
Callers are now greeted by a professional, on-brand voice, with messaging designed to help them navigate to the right option more easily.
While in the queue or on hold, callers hear relevant messages about additional products, services and facilities, helping to improve awareness of the wider offer.
The Impact
The updated approach has improved the overall caller experience and created greater consistency across Leonardo Hotels’ telephone channels.
Client Feedback
“NextGenCX helped us develop messaging that clearly communicates our meeting room offer to customers.
It’s already showing how strong, well-targeted messaging can cut through, build awareness and open up new revenue opportunities.”
If your IVR and In-Queue messaging no longer reflect your brand or support your wider objectives, it may be time to review how they’re working.
NextGenCX helps organisations improve clarity, consistency and customer experience across every touchpoint.