Vanajanlinna: €40,000 Worth of Contact Requests from Website in 2 Months
Erica YlimäkiLast edited: October 31st, 2024
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Vanajanlinna Group’s mission is to deliver unforgettable experiences for both individuals and businesses. The company has four separate locations, which means thousands of customer encounters monthly. Collecting, managing and analysing feedback was a challenge. Trustmary has helped Vanajanlinna automate feedback collection and bring all customer satisfaction data into one place – and automatically onto the website.
Vanajanlinna Group is known for its unique services in four different locations.
Located in Hämeenlinna, Vanajanlinna is known for its glorious history and unique services, offering a wide range of services such as meetings, events, wedding receptions, restaurant services and accommodation in a historic setting. The venue’s own golf course, Linna Golf, is the only European Tour level course in Finland, making it an attractive destination for sports enthusiasts.
Other Vanajanlinna Group properties include
- Metsänvartijan tila
- Mukkulan kartano
- Levi Spirit luxury villas and resort in Lapland
Levi Spirit’s clientele is mainly international tourists due to its location, while the other destinations offer facilities and accommodation for meetings and private parties.
– Our locations deliver experiences and quality service, and our staff is amazing. Even if the 100-year-old Vanajanlinna has a few minor issues in the building itself, our service is what makes us special, says Anette Haavisto, Customer Service Manager at Vanajanlinna.
After implementing Trustmary, Haavisto starts each morning by going over new customer feedback, after which she can focus on other tasks.
The main benefits of cooperation
- B2B feedback process automated
- Systematic collection and measurement of customer feedback
- Feedback is visible on the website and social media
- All reviews from different sources automatically on the website (Google, Tripadvisor, Booking.com)
- More contact requests from the website
- Regular feedback is shared with staff
- Customer satisfaction can be reported numerically to upper management
Collecting Customer Feedback from Diverse Sources
Although Vanajanlinna is known for its excellent service, collecting customer feedback has long been a challenge.
Feedback was available through various channels, but there was no systematic way of collecting and processing it in a single place. The company needed a clear and efficient way to collect and analyse feedback easily.
– Feedback was received from many directions, but the challenge was to gather it in one place. We wanted to be able to centralize all the feedback and make it measurable, says Haavisto.
In addition to traditional customer feedback, Vanajanlinna Group has reviews typical of the tourism and resort industry:
– With three separate review sources for each location, it’s hard to try to keep up with everything, says Haavisto.
In addition to the consumer reviews coming to the review sources, Vanajanlinna also wanted to collect feedback from business customers, and automate and standardize this process.
Customer Feedback Automatically from CRM
Vanajanlinna implemented Trustmary’s survey tool, which was integrated with the CRM system Pipedrive which used by the sales force. This enables feedback to be collected directly from B2B customers immediately after the event.
– We don’t have to make many clicks to get the survey to the customer. Integrating Trustmary with Pipedrive works really effortlessly for us, says Haavisto.
Haavisto has created a feedback form that is set to go out to the customer when the salesperson marks the event as held in Pipedrive. The process has also been praised by sales people, who don’t have to manually send in forms.
– The salesperson is in personal contact with the customers after the events to make sure that everything went as planned, but before Trustmary, we did not have this information systematically collected internally or for marketing purposes, Haavisto explains.
Asking for customer feedback immediately after the experience helps to keep a pulse on the customer experience.
– Customers can easily rate the success of their experience and leave a review on the various review sources if they wish, Haavisto continues.
Hundreds of Feedback and Better Customer Experience
Since implementing Trustmary, the Vanajanlinna Group has received hundreds of customer feedback and testimonials, which are also visible on their website. The feedback not only helps to measure the quality of service, but also provides concrete references for new customers.
– We get feedback from customers almost every day, and it’s great to share it with the staff so they can see how good a job they are doing, says Haavisto.
Customer feedback is regularly reviewed in each location, on a team-by-team basis. Employees feel noticed when they receive praise for the work they do.
The feedback is not limited to customer service and staff, but once a month the Trustmary report is also reviewed by the executive team.
– Management is particularly interested in being able to quantify feedback and monitor progress over time. They regularly review the feedback we have received from different sites and how we can further improve our service, Haavisto adds.
– Our vision is to create experiences, so understanding the customer’s experience is of course of paramount importance, says Marko Majamäki, CEO of Vanajanlinna Oy.
More Contact Requests from Website
Making full use of testimonials and reviews has helped Vanajanlinna to increase the number of bookings and contact requests coming from the website.
They have a widget on the Vanajanlinna Group’s homepage, which contains testimonials of all locations and reviews from review sources.
– This increases trust in our brand as a whole, as the visitor can see at a glance the number of reviews, the average number of reviews and the open feedback from different sources, says Haavisto.
Reviews of each location have been added to each location’s home page to paint of picture of the customer experience of that particular location.
– All reviews and testimonials are placed on our website, because it helps new customers to trust us, she adds.
More Contact Requests with Pop-ups
In addition to widgets, Vanajanlinna has exit intent popups. When a visitor is about to leave the website and moves the cursor to the address bar, a popup appears.
– We have also tried to catch those who might try to leave without any further contact with us. We want to go one step further to see if there was anything we could be of help with, Haavisto explains.
The forms have provided contact information that is automatically exported to the sales people.
– We receive contact requests via pop-ups, and they are automatically exported to Pipedrive, where sellers can contact them. The pop-ups have been on our website for a few months, and our sales service has made more than €40,000 worth of offers based on the contact requests that have come through them, says Haavisto.
Customer-Centric Approach
The cooperation between Vanajanlinna and Trustmary has improved the handling of customer feedback and allowed the company to focus more on serving its customers.
By integrating Trustmary into its CRM system and website, Vanajanlinna has been able to automate the collection, processing and use of feedback, freeing up time for other tasks and providing clear numerical values for customer satisfaction.
– Collecting feedback through Trustmary has made our daily lives much easier. It frees up time for other work, knowing that feedback is collected automatically and is clearly visible to all departments, says Haavisto.
Haavisto stresses the importance of asking for feedback.
– My job is made much easier by the fact that sellers only need to click on the form in Pipedrive to get started. I get an email saying, “Hey, there’s more feedback,” says Haavisto.
Overall, Haavisto has been pleased with the benefits and ease of use of Trustmary.
– Integrating Trustmary with other systems has been a simple and straightforward process. I find the system really easy to use. The biggest benefit is that it sort of functions on its own in the background, collecting customer feedback continuously, Haavisto sums up.
