Transformation in customer service puts Butlins on the shortlist for Retail Systems Award – Best Use of Technology in the Hospitality and Leisure Sector
London: 23 October 2007: Butlins has been shortlisted for a 2007 Retail Systems Award in the “Best Use of Technology in the Hospitality and Leisure Sector” category. The Retail Systems Awards look to recognise excellence and innovation in the field of information technology within the UK retail sector. Butlins has been working with instant feedback company Fizzback since 2005 to implement a revolutionary way of listening to customers through text and mobile email.
The system was introduced to the Resort in Minehead at the end of 2005. Its success led to the rollout of the system across the group, a process that was completed at the end of May 2007. Butlins is able to solve most issues within a two hour time frame, improving their guests’ holiday experience leading to more recommendations to family and friends. The average ‘Response to Problem’ rate has greatly improved across the three seaside resorts meaning that Butlins can turn a potential niggle into a positive experience by solving it quickly. Guests often actively text back to say thank you once an issue is resolved, which is very positive feedback for the Resort teams as a whole.
“The team is committed to ensuring that guests receive the best possible service whilst staying at the resort,” says Gill Benwell, Director of Butlins. “The Fizzback system has made a significant difference to the way that our customers communicate with us and recognition of our innovation in service delivery is fantastic news.”
“Butlins is a fantastic case study for us. It demonstrates that by offering customers the opportunity to feedback instantly, you can take immediate action to solve any issues, increase customer loyalty and ultimately demonstrate premium customer service,” says Rob Keve, CEO of Fizzback.
The winners of the Retails Systems Awards will be announced on the 1st November at a ceremony in central London.
About Fizzback: FizzbackTM, the instant feedback company, was established in 2003. Its services are being used by some of the largest consumer-facing businesses across a variety of sectors, including travel, leisure, retail, healthcare, financial services and telecommunications. The FizzbackTM service is used to capture customer feedback sent at the point of experience through instant channels such as SMS text or mobile email. The FizzbackTM engine instantly analyses feedback, closes the loop with the customer and delivers real-time actionable insights to the provider that are used to manage the customer experience and drive loyalty. FizzbackTM is London based and backed by Advent Venture Partners.
About Butlins
Butlins has three seaside Resorts, Minehead in Somerset, Bognor Regis in West Sussex and Skegness in Lincolnshire welcoming more than 1.4 million visitors per year. In 2005v the modern Shoreline Hotel was opened in Bognor Regis with another in the planning stage and the art décor BlueSkies Timeshare was launched in July this year.
