Butlins wins technology award

Butlins, the UK holiday company, has won the “Best Use of Technology in a Hospitality and Leisure Environment” Award at the European Retail Solutions Awards for their Instant Customer Feedback Service. It is a simple texting system that allows guests to communicate easily from their mobile phone to the most relevant resort team. Due to successful trials it was rolled out across the three seaside resorts, Minehead, Bognor Regis and Skegness in 2007.

Said Gill Benwell, Accommodation Director at Butlins; “Communicating directly with our guests, resolving their issues and answering their enquiries efficiently and swiftly is what keeps us as the number one choice for UK holidays. With around 1.5million guests visiting our three resorts every year we constantly review our communications systems. Over 80% of issues are now reported via this system”

Created by Fizzback it is a very simple solution to customer relations. All guests are given a number to text if they have any issues with their accommodation or any other part of their stay. The guest gets an automatic acknowledgement whilst their text is translated into an email which is sent directly to the relevant resort team responsible for resolution. Two hours later the guest receives a text checking that all is now well or if anything else needs to be done. .

Benwell commented “The most important people on our resorts, our guests, love it as they spend less precious holiday time on enquiries and it’s so easy for them. Our resort teams love it as it has improved the service we offer our guests, something that is very important to us”

Fizzback won the overall Supplier of the Year Award.