Overview
The InterContinental London - The O2 is a destination hotel and spa on the River Thames. Its luxurious spa includes swimming pools, a sauna, a steam room and a relaxation room, alongside a wide range of wellness and beauty treatments and spa packages.
For the spa team, the ability for technology systems to easily work together has rejuvenated its business. Having used Journey's EMS as the spa’s operational system for eight years, the spa team discovered one of its key attributes when adding Journey's ecommerce platform to its tech stack in October 2022. As well as working with the hotel’s PMS, the EMS also integrates easily with the ecommerce platform to boost online bookings and drive greater revenue for the destination spa.
Challenge
In a competitive market such as London, the spa team initially installed the EMS eight years ago, seeking to boost efficiency in the back office and allow its reception and therapist teams to focus on enhancing the five-star luxury spa experience for its visitors.
With the system encoded in the spa’s DNA, their marketing team was focused on driving increased numbers of bookings for their luxurious spa packages and treatments. Nominating Journey's ecommerce platform as their preferred booking platform, the team at InterContinental London - The O2 were both surprised and delighted to discover how easily it worked in conjunction with the EMS.
Results
Before installing Journey's ecommerce platform in October 2022, booking was a slow, manual task for both the customer and reception team. Now, it flows and offers a great customer experience. There's a seamless connection between the EMS and the ecommerce platform. Onboarding engaged InterContinental London - The O2’s spa team in 1-to-1 training, tailored to each staff’s abilities and role, with ongoing account support.
The integration of the ecommerce platform with the EMS makes it simple for the spa’s team to create new packages or treatments, including easy ordering display to prioritise what is shown to online users and support the business’ need periods. Commercial results since the integration (YOY change, October 2022 to October 2023) include a 30% increase in average products per booking and a 38% increase in appointment value. Also, 60% of bookings now come via mobile, and there has been a 60% increase in package deposits over six months on the ecommerce platform.
