Case Study: Bawa Group of Hotels achieves 30% revenue increase and improved call handling with Exotel

How Bawa Group of Hotels improved call handling and increased revenues by 30%

Bawa Group of Hotels, a Mumbai-based operator of four boutique properties, struggled with decentralized reservations, missed calls, and no visibility into why bookings failed. They engaged Exotel to create a centralized booking hub using Exotel’s cloud telephony and call-tracking features—one central number that routes calls, records conversations, tracks missed calls, and sends alerts.

Exotel’s solution provided detailed call reports and recordings that Bawa used to rebalance staff shifts, add weekend and night coverage for international callers, and improve agent training. The result was better call handling, measurable marketing attribution (an 80% ROI on tracked spends) and a 30% increase in revenue after implementing Exotel.

Bawa Group of Hotels

Harmit Kaur

Revenue Optimization Consultant