Success story: The Scotsman Group
Access Collins provides the right solution across different sectors for The Scotsman Group.
Product
Access Collins
The Scotsman Group is a collection of privately owned and operated businesses which focus on delivering customer experiences that challenge the status quo. The group is headed by a team of fearless leaders and bright go-getters who help realise the corporate vision across a multitude of sectors including hospitality, retail, and property development and design.
The Scotsman Group’s venue portfolio includes everything from fine dining restaurants, state-of-the-art nightclubs, cinemas, hotels and self-service apartments and the implementation of Access Collins booking system has transformed the reservation process across the different business sectors.
Wanted: Speed and transparency
Too many sales opportunities coming directly through the call system and website were being missed because of lengthy processes and a high workload. Frustrations felt by the business included maximising space in a clustered diary, delays when filtering through enquiries and the time taken to train new team members on a complex system.
There was an obvious need to improve the speed of response to customers and to make sure there was transparency between the large, centralised sales teams and the venue operators. The immediate impact of not making changes would have been to lose an increasing number of bookings because of slow response times, the system breaking down due to poor internal communication and the corresponding frustrations and demotivation experienced by the teams.
Since going live with Access Collins we’ve seen a gradual increase in our overall conversion. On our previous system, we were converting an average of 20% of enquiries, but this rose to 40% with Collins and we are now sitting at an impressive 78% conversion rate.
Access Collins transforming bookings and visibility
Gillian Graham, Sales Director of The Scotsman Group was familiar with the capability of Access Collins having used it in a previous role and wasn’t surprised when it came out top in a competitive set review.
Gillian commented “The layout of Access Collins is extremely user friendly and this was important for the rollout across multiple venues with wide-ranging booking requirements. The fact that emails are viewed in one area is also extremely helpful and allows for a better flow of communication internally and externally.”
The positive energy and expertise of the team from Access Collins provided a reassuring presence and ensured the implementation of the technology was as straightforward and effortless as possible. The Scotsman Group teams also received a high level of training which was well received and created an enthusiastic environment that inspired everyone who was involved.
But the technology has provided much wider, embedded benefits, I’m delighted with the number of auto-confirmed bookings that are now coming through Access Collins as these are confirmed quickly and simply, saving us hours of labour. But the technology capability also enables us to see and understand the true value of our sales team and our pre-booked numbers within the business. We can maximise the use of our spaces via the space optimiser button and enable the venue teams to see a floorplan screen as well as a diary page which has transformed our business.