Easy Desk Service
But how canwe serve customers even better –
while increasing sales at the same time?
We presentEasy Desk, an efficient tool for hotels and accommodation businesses to manage sales and customer contacts.
Developedtogether with tourism and hospitality professionals, Easy Desk provides your business with the tools to:
- Ensure that no sales lead is ever lost – every inquiry, request for quotation and bookingrequest is handled efficiently..
- Improve the customer experience – respond faster and reduce lost opportunities.
- Increase sales performance and competitiveness – manage your entire sales pipeline with one easy-to-use service.
- Focus on what truly matters – free up resources with automated communication and intelligent contact management.
- Enhance the guest experience – respond more quickly and ensure every opportunity is utilized.
The market situation is challenging – now is the time to make sure that every potential customer becomes a successful sale.
Typical Situation in Hotels Today
- Different channels are managed with separate systems
- Each system has its own reporting tools
- Integrations are built individually, system by system
- Each system requires its own administration
Does this look familiar?
Easy Desk, combined with our professional services, creates a sustainable and continuously developing platform for your hotel’s customer service and sales operations.We start lightly and in a structured way, with the goal of building – together, based on real data and reporting – a sales and service model that meets your customers’ expectations and increases your conversion and occupancy through more efficient sales.
The Future– Elena Easy Desk
The Future– Elena Easy Desk
With EasyDesk, it means that regardless of the channel or the staff member interactingwith the customer, all previous interactions and touchpoints are visible, ascustomer data is synchronized across all Desk channels in real time.
All customer contacts in one place
Which channels do customers use when looking for a holiday destination or accommodation?
- They call
- They chat
- They visit websites
- They send emails
- They use booking platforms such as Booking.com
- In reality: they use all of these, at different times and on different days
A centralised customer management system becomes the core of customer service. But…
- What does it do?
- All calls, emails and website inquiries are directed into one system, where they are logged, categorised, and routed to the correct team.
- Benefits:
- Avoids duplicate replies or unanswered inquiries
- All customer information (contacts, history, complaints) stored in one place
- Enables personalised service
What does this mean in practice?
- Automated and clear routing of incoming calls
- Solution:
- Use an automated phone menu (IVR – Interactive Voice Response) to route calls directly to the right person or team
- Offer callers a callback option if lines are busy
- All calls are logged automatically into the CRM system
What does it mean?
Incoming and outgoing emails
Solution:
- Automated email sorting (AI-based or rule-based) directs messages to the right team:
- General inquiries → reception / sales
- Bookings → reservations team
- Complaints → customer care
- Frequently asked questions (FAQ) can trigger automatic responses
Website inquiries and booking requests
Solution:
-
- Online forms: Clear forms that allow customers to submit booking requests, questions, or complaints directly into the CRM
- Live Chat or Chatbot:
Responds instantly to common questions (availability, services, room pricing)
A clear process for handling complaints, how to handle it sensibly
Responding quickly and professionally to complaints is essential:
- Steps:
- Reception: The complaint is logged into the CRM and an automatic acknowledgment is sent to the customer.
- Prioritization & Routing: The case is forwarded to the responsible employee (hotel manager or customer service team).
- Resolution: The customer receives a solution (compensation, apology or corrective action).
- Follow-up: Customer satisfaction is checked and insights are documented for future improvements.
- Benefits: Complaints become opportunities to improve customer experience.
What This Requires
Staff Training for New Technology
Employees are trained to:
- Follow service and complaint-handling processes
- Respond to customers professionally and consistently across all channels
What It Produces
Reporting & Analytics – Data-Driven Management
Data is collected from all interactions:
-
- Response times (phone, email, website)
- Customer satisfaction after complaint resolution
- Most common questions and pain points
- This data helps optimize service processes and resource allocation.
What Else to Consider
Technology tools and backend systems, existing or new:
Salesforce, HubSpot, Zendesk tai muu hotelleille sopiva alusta.
CRM systems: Salesforce, HubSpot, Zendesk or platforms tailored for hotels.
Automatic chatbot: Elena Easy or similar
Phone systems: IVR features such as those offered by Elena Easy
Customer feedback channels: TrustYou or Google Reviews
Summary
- By centralizing all customer contacts into one system, using automation, and following clear processes, hotels can ensure responsive and customer-oriented service across all channels.
- This improves customer satisfaction and frees staff to focus on more complex service situations.
Why Easy Desk?
- Improves operating conditions in a demanding market
- Improve sales and customer service
- Ensures that no contact or order goes unprocessed
Want to hear more about how Easy Desk can help your business? Get in touch – let's discuss how we can make your customer experience and sales processes even more efficient.
