Case Study: Leonardo Hotels centralizes reservations and boosts guest experience with Content Guru

Leonardo Hotels - Customer Case Study

Leonardo Hotels, a 38-location hotel group with 4,000 staff across the UK, Ireland and the Czech Republic, faced inconsistent reservation handling from distributed front-of-house teams and an inflexible on‑premise contact center that limited capacity and future growth. Seeking a scalable, multi-site solution that preserved the personal hotel experience, Leonardo Hotels partnered with Content Guru and deployed storm CONTACT and storm VIEW to centralize reservations without losing local touch.

Content Guru implemented its cloud-based ACD and intelligent IVR (storm CONTACT) with real-time visibility via storm VIEW, routing simple queries automatically, directing local enquiries to the relevant hotel, and centralizing day‑to‑day bookings. The solution freed reception teams to focus on guest service, reduced pressure at peak times, delivered cost savings and a lower total cost of ownership, and gave Leonardo Hotels a scalable, multi-channel platform (including bookings/payments integration and SMS confirmations) with a unified estate view to improve customer satisfaction.

Leonardo Hotels

Shane Doyle

IT Manager