AvantStay

The Challenge

Founded in 2017, AvantStay made a name for itself by delivering the experiential travel accommodations modern consumers want. Often, that means combining hotels and short-term rentals to provide guests with luxury amenities, a variety of services on demand, and high-tech features. That’s why a complete view of every customer and the ability to connect with them anywhere, at any time, is so vital to the team at AvantStay.

In 2020, the global impact of the Covid pandemic tested AvantStay’s ability to deliver the personalised, on-demand customer service their discerning customers expect. Their legacy helpdesk software was creating more work by replicating tasks for each channel and conversation. It simply couldn’t give agents the visibility and automation to keep up with the volume of requests. This led the AvantStay team to move to a new CX platform designed for the task at hand–to orchestrate high-touch, omnichannel customer service at scale. They chose Kustomer to help their agents be more productive and effective in delivering personalised experiences for their growing network of customers and partners.

The Results

• All applications and data are now unified in a single platform, powering insights and personalization that drive consistently amazing AvantStay customer experiences.
• With a complete customer history at their fingertips and no duplicated tasks, agents resolve issues faster and more accurately, doubling productivity.
• Analytics-driven CX and intelligent routing enables AvantStay to triage and prioritise guest requests.
• Customers are happier because they receive effortless and extraordinary experiences based on their unique preferences.

“We want to help travellers who stay at AvantStay properties create memorable experiences — without worrying about the details. That’s why a complete view of every customer and the ability to connect with them anywhere at any time is so vital. Kustomer gives our entire team the ability to understand and connect effortlessly with customers across chat, email, phone, messenger, or social media.”

Ariel Vincent, Customer Experience Manager, AvantStay

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Founded in 2017, AvantStay is redefining modern travel, offering short-term experiential rentals tailored for groups. The team strives to take care of all their guests’ needs, ensuring a worry-free travel experience.

Scaling to Support Travellers During the Covid Crisis

In 2020, AvantStay was hit with an enormous spike in requests triggered by the global response to the Covid pandemic. Their booking and customer service teams were drowning in inquiries about everything from travel restrictions to safety protocols to rescheduling policies. The drastic increase magnified issues with their helpdesk software and siloed data, threatening the team’s ability to deliver the high-touch service that helped make the company a success. Something had to change.

After looking at options and speaking with customers who had migrated, the decision was made to move AvantStay’s customer service team to Kustomer. While moving to a new CX platform may have been a daunting decision, the process was quite simple and painless. It was also worth the effort as the advantages have paid off big.

According to Vincent, “In the past, each time a customer reached out, it created a new task to resolve. Since partnering with Kustomer, AvantStay has eliminated the multiple tasks created by other ticketing systems and more effective route requests, enabling agents to meet the full spectrum of customer needs.”

“Kustomer allows us to funnel interactions from the moment a customer contacts us to the end of their stay, through a single wokflow. Automated responses power fast and highly personalised experiences that travellers expect.”

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Creating the Omnichannel Experience Modern Travellers Need

Working with Kustomer, AvantStay has been able to merge all omnichannel communications into a unified customer view, reducing the extra workstreams triggered by multiple systems. They’ve been able to more than double productivity and offer a much higher level of service to customers by leveraging analytics and automation to personalise customer responses and prioritise requests.

“With Kustomer, AvantStay agents have the relevant customer information and context to enable more informed and rapid decisions. Kustomer allows us to funnel interactions from the moment a customer contacts us to the end of their stay, through a single wokflow. Automated responses power fast and highly personalised experiences that travellers expect,” Vincent continued.

What’s Next

As the world emerges from the dark days of Covid lockdowns, analysts are predicting a travel boom. This time, however, travellers will have more questions and higher expectations than ever before. And that’s welcome news for the AvantStay team. They are confident the Kustomer CRM platform provides their agents with the tools to cater to modern travellers and handle whatever surprises come their way.