Case Study: Grand Lucayan achieves 157% increase in phone conversion rates with Convirza

Grand Lucayan, Luxury Bahamian Resort, Increases Phone Conversion Rates by 157% with Convirza

Grand Lucayan is a 740-room luxury resort on Grand Bahama Island whose in-house marketing team needed precise data to optimize spend across the competitive Eastern U.S. market. They relied on phone bookings but lacked visibility into which ads, campaigns, keywords and geographies were driving calls, and were spending heavily in Atlanta and North Carolina without confirming ROI.

They implemented Convirza call tracking and Conversation Analytics—using dynamic number insertion, geographic reporting and call-level speech analytics—to identify high‑performing zip codes, retrain and incentivize staff, and adjust staffing for peak call times. Within six months phone conversion jumped 157% (from 7% to 18%), cost‑per‑lead fell, missed calls were reduced, and marketing dollars were reallocated to drive more bookings and revenue.

Grand Lucayan

Deborah Simorne

Director of Revenue Management