Twilio Case Studies Revolutionizing Hotel Experience: Blue Pin's IoT Solution for Faster Check-in and Check-out

	Revolutionizing Hotel Experience: Blue Pin's IoT Solution for Faster Check-in and Check-out Twilio

Revolutionizing Hotel Experience: Blue Pin's IoT Solution for Faster Check-in and Check-out

Twilio

Technology Category	Networks & Connectivity - NFC
Applicable Industries	Retail
Use Cases	Retail Store Automation Time Sensitive Networking
Services	System Integration
Challenge	Hotels strive to provide a memorable stay for their guests, but the check-in process can often be a tedious task. The traditional method of checking in, which involves interacting with front desk staff, can take up to ten minutes. This not only wastes the guests' time but also puts a strain on the hotel's staffing resources. Furthermore, communication between the hotel and guests was primarily through voice calls or emails, which proved to be ineffective. Hong Kong-based software and robotics company, Blue Pin, identified these challenges and aimed to streamline the check-in process and improve communication channels. Read More
About Customer	Blue Pin's primary customer in this case study is a well-known five-star hotel in Hong Kong. The hotel, which has 700 guest rooms, was facing challenges with the traditional check-in process and ineffective communication channels. With the implementation of Blue Pin's solution, the hotel reported that 40% of their guests use the self-service platform to check in and out. The hotel sends at least 200 WhatsApp messages to guests for check-in and check-out alone, adding up to an estimated 6,000 WhatsApp messages per month. Blue Pin's solution is also deployed in Australia and is being implemented in a hotel in Singapore. Read More
Solution	Blue Pin developed a self-service solution that significantly reduces the check-in time. With this solution, guests can pre-register and pay for their accommodations before arriving at the hotel. Upon arrival, they present a check-in QR code to a robot in the lobby, which verifies their documents and provides them with their room key. This process takes only five minutes, cutting the traditional check-in time by half. In addition to this, Blue Pin introduced a new communication channel - WhatsApp. Using Twilio’s WhatsApp API, the hotel can send targeted messages to their guests based on their behavior, preferences, and previous purchases. This includes upsells and cross-sells of hotel services, promotions, discounts, and special offers. Blue Pin is also developing a feature that allows guests to request in-room services via WhatsApp. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - NFC

Applicable Industries

Retail

Use Cases

Retail Store Automation

Time Sensitive Networking

Services

System Integration

Challenge

Hotels strive to provide a memorable stay for their guests, but the check-in process can often be a tedious task. The traditional method of checking in, which involves interacting with front desk staff, can take up to ten minutes. This not only wastes the guests' time but also puts a strain on the hotel's staffing resources. Furthermore, communication between the hotel and guests was primarily through voice calls or emails, which proved to be ineffective. Hong Kong-based software and robotics company, Blue Pin, identified these challenges and aimed to streamline the check-in process and improve communication channels.

About Customer

Blue Pin's primary customer in this case study is a well-known five-star hotel in Hong Kong. The hotel, which has 700 guest rooms, was facing challenges with the traditional check-in process and ineffective communication channels. With the implementation of Blue Pin's solution, the hotel reported that 40% of their guests use the self-service platform to check in and out. The hotel sends at least 200 WhatsApp messages to guests for check-in and check-out alone, adding up to an estimated 6,000 WhatsApp messages per month. Blue Pin's solution is also deployed in Australia and is being implemented in a hotel in Singapore.

Solution

Blue Pin developed a self-service solution that significantly reduces the check-in time. With this solution, guests can pre-register and pay for their accommodations before arriving at the hotel. Upon arrival, they present a check-in QR code to a robot in the lobby, which verifies their documents and provides them with their room key. This process takes only five minutes, cutting the traditional check-in time by half. In addition to this, Blue Pin introduced a new communication channel - WhatsApp. Using Twilio’s WhatsApp API, the hotel can send targeted messages to their guests based on their behavior, preferences, and previous purchases. This includes upsells and cross-sells of hotel services, promotions, discounts, and special offers. Blue Pin is also developing a feature that allows guests to request in-room services via WhatsApp.

Impact #1	The implementation of Blue Pin's solution has significantly improved the hotel's operational efficiency and customer experience. The reduced check-in time has not only saved guests' time but also addressed the staffing shortage issue at the hotel. The introduction of WhatsApp as a communication channel has made interactions between the hotel and guests more effective and personalized. The hotel can now send timely and relevant messages about accommodations, upsells, cross-sells, promotions, and special offers. The solution has also made it possible for the hotel to go paperless, contributing to environmental sustainability. Blue Pin's solution has proven to be a game-changer in the hospitality industry, and the company plans to expand its services to other sectors.

Impact #1

The implementation of Blue Pin's solution has significantly improved the hotel's operational efficiency and customer experience. The reduced check-in time has not only saved guests' time but also addressed the staffing shortage issue at the hotel. The introduction of WhatsApp as a communication channel has made interactions between the hotel and guests more effective and personalized. The hotel can now send timely and relevant messages about accommodations, upsells, cross-sells, promotions, and special offers. The solution has also made it possible for the hotel to go paperless, contributing to environmental sustainability. Blue Pin's solution has proven to be a game-changer in the hospitality industry, and the company plans to expand its services to other sectors.

Benefit #1	Reduced check-in time by 50%, from 10 minutes to 5 minutes
Benefit #2	40% of guests at the five-star hotel in Hong Kong use the self-service platform for check-in and check-out
Benefit #3	The hotel sends an estimated 6,000 personalized WhatsApp messages per month

Benefit #1

Reduced check-in time by 50%, from 10 minutes to 5 minutes

Benefit #2

40% of guests at the five-star hotel in Hong Kong use the self-service platform for check-in and check-out

Benefit #3

The hotel sends an estimated 6,000 personalized WhatsApp messages per month

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Overview

Revolutionizing Hotel Experience: Blue Pin's IoT Solution for Faster Check-in and Check-out

Operational Impact

Quantitative Benefit