Impressive results from the get-go
From their first month using Oaky, Sea Containers London’s upselling program saw great results. The platform’s ideally-timed, automatic pre-arrival emails achieved opening rates above 80%. Since Oaky uses PMS data to segment guests and ensure they receive only relevant upgrade and service offers, conversion rates have also been excellent. This hyper-personalised approach to upselling and cross-selling reflects Sea Containers’ desire to let guests fully tailor their stay to their needs and desires.
An important piece in the tech stack puzzle
Using an advanced upselling solution like Oaky plays into Sea Containers’ ambition to create a fully integrated tech stack. The goal is to guarantee both smooth operations and a customisable guest journey. Thanks to its open API, Oaky perfectly integrates with the hotel’s enhanced tech ecosystem.
Sea Containers was also able to implement the upselling tool easily and quickly. This allowed them to begin offering personalised deals and generating ancillary revenue almost immediately. That has had two important results. Firstly, the property’s top line increased as a result of travellers booking services and other add-ons. Secondly, overall guest satisfaction rose because they enjoyed being involved in shaping their stay and treating themselves to extras they truly value.
In the future, the team at Sea Containers is looking to go even deeper into segmentation and to create and test even more interesting upsell offers. The goal is to ensure travellers get the most customised experience throughout every step of the guest journey.
About Sea Containers London
Set within the iconic Sea Containers building - originally designed by American architect Warren Platner - on London’s South Bank, the hotel boasts 359 guest rooms and suites, Sea Containers restaurant serving modern ingredient-led cuisine, an award-winning experimental cocktail bar spearheaded by acclaimed barman Ryan Chetiyawardana (AKA Mr Lyan), and 12th Knot, a rooftop lounge with panoramic views over the River Thames. Designed by Design Research Studio under the creative direction of visionary Tom Dixon, Sea Containers London is also home to a maritime inspired 56-seat Curzon cinema and agua spa.