Axel Telkamper BP
CRM Manager
Unlike the native application we previously used, with Civitfun we have increased check-in conversion by 35%, streamlining the process and enhancing the guest experience.
Sercotel is a leading hotel chain with urban accommodations in destinations across Spain and Andorra. Our goal is to ensure that our guests can forget about the small details of daily life when staying at our hotels, allowing them to focus on being the best version of themselves.
We offer 3 and 4 star hotels, as well as apartments, in major cities such as Madrid, Barcelona, Bilbao, Valencia, Málaga, and Gran Canaria. All are in prime locations so that guests can fully enjoy everything a city has to offer. We accompany them in everything they need, making their trips an opportunity to explore, discover, and have fun whether with family, friends, as a couple, or solo.
Número de habitaciones: +6,200
Enhancing the guest experience
Streamlining the check-in process, optimizing operations, and allowing staff to focus on guest satisfaction.
Simplifying reception tasks
Reducing the reception staff's workload and automating manual and repetitive tasks.
Increasing online check-in conversion
Implementing a bidirectionally integrated tool with the PMS to improve the usability and accessibility of the online check-in process.
Bidirectional synchronization between Civitfun solutions and the Opera Cloud PMS of Sercotel.
Previously, the hotel chain had a native online check-in application, but it did not achieve the expected conversion rates.
By adopting Civitfun's solutions, Sercotel has increased check-in conversion by 35%, while also enhancing the guest experience and optimizing front desk operations.
The Online check-in process is completed before the guest arrives at the hotel. Communication channels include an automated email via the Guestlink tool or a check-in button on the hotel's website. The solution features a dynamic form that adapts to the client's profile and integrates an OCR system that extracts ID information, speeding up data entry.
Through exclusive agreements with OTAs, TTOOs, and bed banks, Civitfun's solution maximizes online check-in coverage, allowing it to reach a higher percentage of bookings and impact a broader range of guests.
Results
14.5%
Online check-in
growth rate
2023 vs 2024
68%
Completed
check-ins
conversion rate
Online check-in
channels
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