Case Study: Leading Travel and Lodging Company achieves 2% conversion lift and $500K revenue increase in 3 months with ETech Global Services

How Etech Helped One Business Improve Their Conversion Rate and Increase Revenue by $500,000 in 3 Months

Leading Travel and Lodging Company, a hospitality provider offering hotel and lodging bookings worldwide, was losing its competitive edge due to rising cancellation rates, poor customer experience, and dwindling conversion rates. They engaged ETech Global Services’ Quality Assurance and Etech Insights services to analyze thousands of voice and chat interactions, web reviews, and survey data to diagnose root causes across policy, refunds, and agent handling.

ETech Global Services implemented targeted solutions—agent coaching to offer rebooking, clearer talking points on cancellation policies, multichannel refund tracking, and revised sales training to boost close rates—and monitored results via its Etech Insights analytics. Within three months conversion rose 2%, generating $500,000 in incremental revenue; cancellation rates fell by 3%; and the client’s brand QA score improved by 8% within five months.