From rejecting upsells to €1,000 in a month
From doubt to revenue with upsells: See how Keytoko earned €1,000 in their first month using Enso's automated upselling system.
October 22, 2024
Challenges
Goals
The Problem
Keytoko suffered from guests disputing charges, leading to significant financial losses from chargebacks. In one month alone, they lost €10,000 due to guest fraud.
Another major challenge was their manual and complicated guest communication process, which consumed valuable staff time and spread their small team too thin.
Although Keytoko didn’t initially see it as an issue, they were missing out on upsell opportunities. They were leaving money on the table and overlooking opportunities to enhance the guest experience.
The Solution
The company implemented Enso Connect to unify and streamline guest communication and improve the guest verification process.
After adoption, Keytoko discovered powerful features like the Unified Inbox and AI replies that improved their service quality. Their service became quicker, more accurate and adjusted to the language of each guest.
The Boarding Pass web app gives guests instant access to stay details, reducing questions and freeing staff time.
Implementing Enso Connect’s upsell features created an unexpected new revenue stream through add-on sales.
About the company
Keytoko
Location:
Toulouse, France
Listings:
70
Employees:
8
Unit Type:
Vacation homes
Keytoko is a modern real estate agency specializing in innovative rental solutions – from nightly stays to long-term leases. They combine diverse industry expertise to maximize your property’s value and meet your housing needs.
Their core services include:
Short-term rentals
Co-living spaces
Furnished long-term rentals
With dedication and a personal touch, the Keytoko team turns your real estate goals into reality.
Interview with Keytoko Management Team
Q: Quick speaker and company introduction
“I’m Jordan Boissière-Navarro, I’m the CEO and managing partner of Keytoko, a real estate agency and vacation rental property management company in Toulouse, France and the French Caribbean Island of Martinique. We’re managing over 70 properties with a small team of eight people.”
Q: What problem lead you to searching for a guest experience platform?
A: “We found Enso Connect while searching for a guest screening solution due to multiple issues with guests, especially from Booking.com and VRBO platforms. After we lost €10K in chargebacks, we needed a reliable guest screening and control tool. We came for security, and discovered the full range of Enso Connect’s products.”
Q: Your favourite feature of Enso Connect?
A: “AI Messaging and Unified Inbox are great time-saving tools for our small team. Having all guest messages centralized in one place and translated to different languages, when needed, is incredibly valuable. It wins us our time back! And now we are now totally convinced by the upsells!”
Q: Please tell us more about your upselling strategy
A: “We never offered upsells before, but now we’re starting to offer things we previously denied, like early check-ins and late checkouts. This not only improves the guest experience but also helps boost our revenue. We’ve earned EUR 1,000 with upsells in just the first month of implementing Enso.
Q: How did Enso Connect change your team’s day-to-day?
A: “In the past, our customer team in Toulouse had to call every guest every day, asking them to complete their deposits. They pre-screened guests, using Monday.com and transferring files that was not the secure way to do this. And they spent lots of time every day on calling, texting and WhatsApp messaging guests. It was a very manual process – stuck to the phone and laptop all day. Enso Connect allowed us to automate the manual tasks, freeing up our team’s time to provide hospitality rather than honing the phones.”
Q: How did the Boarding Pass impact the experience for your team and your guests?
A: “With the Boarding Pass, our guests have all the information they need for their stay well in advance. They receive it after booking, and it guides them smoothly through the entire stay. We haven’t encountered any issues with it, and as a result, we’ve significantly reduced negative guest interactions.”
Q: How did EnsoAI impact your business?
A: The AI-powered Unified Inbox has been a game-changer for us. We can communicate with guests across all their preferred channels—email, SMS, WhatsApp, Airbnb messages, and more. It also saves us time because many guest questions are already answered in the knowledge base. When a question comes up, we just review the response provided by EnsoAI, and if it’s accurate, we hit ‘send.’ If not, we can easily edit before replying.
We also benefit from seeing guest sentiment in the inbox, allowing us to adjust our communication accordingly.
Guests love how quickly we respond with accurate and polite answers. Even when I’m pressed for time and send a brief reply, EnsoAI adjusts the tone to make it more hospitable, improving our overall guest communication and satisfaction.
Q: What is a remarkable guest experience for you?
A: A great guest experience, for us, goes beyond offering amenities like coffee sticks or small conveniences. It’s about ensuring the basics are perfect: a clean space that meets expectations and a seamless overall experience. When guests have questions, they get clear, timely answers, and we genuinely care about offering thoughtful service. We are humans before anything else.
Enso Connect has been instrumental in improving our guest communication. For example, when I respond to guest inquiries, I tend to be direct and quick, like simply providing a code. But with Enso’s help, responses are now more polite and professional. It’s no longer just “here’s the code”; the messaging has more warmth and hospitality, which has significantly enhanced the guest experience
Q: What’s next for Keytoko?
A: We’re focused on continued growth by adding high-value properties to our portfolio while always improving the guest experience. Over the past six months, we’ve put a lot of effort into enhancing the guest journey with Enso, refining everything from the booking process to communications.
This has allowed us to dedicate more time to operational excellence – making sure our cleaning processes and linens meet the high standards we aim for, etc. In 2025 we’ll achieve a perfect 10 out of 10 in quality reviews.
