Talksoon Case Study: Empowering A5 Hospitality Group to Enhance Guest Engagement

Client Overview: About A5 Hospitality Group

A5 Hospitality Group is a renowned hospitality brand in Quebec, celebrated for its upscale, trendy restaurants and nightlife venues with sleek decor and refined dining experiences. Known for a vibrant clientele, A5 Hospitality is a leader in offering multi-channel experiences that allow guests to engage on their terms, from social media to on-site visits.

Challenges: Capturing Missed Opportunities

For A5 Hospitality’s restaurants and clubs, each missed call signifies a lost opportunity to connect with high-value guests and meet the strong demand for group reservations. With hundreds of monthly missed calls in each establishment, many of these inquiries come in during peak rush hours and late at night—times when it’s especially challenging for staff to answer every call.

Of these missed calls, 50% are reservation-related, and 12% of those are group reservations averaging 15 people, representing valuable opportunities, particularly with the holiday season approaching.

For example, at Westwood Bar & Grill over a 6-week period:

• 93 reservation links were sent to a reservation platform.
• 36 group reservation inquiries were received, totaling 650 potential guests.
• Potential revenue captured: $65,000 - $80,000

Recognizing the opportunity to capture more revenue and streamline engagement, A5 Hospitality partnered with Talksoon to capture missed calls and transform their guest experience.

Solution: Talksoon’s Actionable Texting System

Talksoon implemented its Missed Call Text-Back system across three restaurants and two night clubs within the A5 Hospitality Group, delivering a tailored solution that aligned with the brand’s multi-channel engagement strategy. The solution allowed A5 Hospitality to funnel missed calls into actionable, automated texts, engaging guests instantly and guiding them to relevant resources.

Key Features Tailored for A5 Hospitality:

• Actionable Texts for Self-Service Success: Missed call responses direct guests to self-serve booking pages, social media, or other resource options.

• Flexible Support for Staff Efficiency and Customer Satisfaction: Talksoon’s system provides A5’s staff with the flexibility to prioritize in-person service by automatically addressing missed calls through text. This approach not only relieves staff workflow but also reduces customer dissatisfaction, ensuring guests feel attended to even when a call goes unanswered.

• Advanced Analytics and Reporting for Connected Oversight: Talksoon’s analytics provide A5 Hospitality with valuable insights across all its establishments, giving management a clear view of communication patterns. This connected oversight allows A5 to stay in tune with each venue's needs, enabling more targeted support and helping each establishment run smoothly, from staffing adjustments to guest engagement strategies.

Impact Highlights: Driving Revenue and Guest Satisfaction

Rachel Ruaro, a valued leader at A5 Hospitality Group, highlights the flexibility and positive impact of Talksoon’s solution on customer engagement:

"Talksoon’s missed call text-back system has changed how we connect with our guests at A5. We’re catching opportunities that used to slip by, which means more bookings and better service. It’s made a big difference for us. The system gives our team the flexibility we need, allowing guests to quickly get the information they’re looking for, even during our busiest times. Our Gen-Z guests expect seamless, multi-channel communication, and Talksoon allows us to meet those expectations while enhancing our operations."

?– Rachel Ruaro

Conclusion: Explore Talksoon’s Solutions for Dynamic, Multi-Channel Guest Engagement

Talksoon’s partnership with A5 Hospitality showcases the power of actionable texting in optimizing hospitality operations and guest engagement. To see how Talksoon can transform your business, schedule a demo and discover the benefits of instant, actionable engagement.