Case Study: Pestana Hotels achieves reduced response time in about 70% of customer interactions with Helppier

How Pestana Hotel Group reduced response time in about 70% of customer interactions through better Knowledge Management

Pestana Hotels, the Portuguese-origin hospitality group with 95 hotels across 15 countries (handled by ~40 operators with ~500 calls and ~400 emails daily), struggled with slow, error-prone information retrieval because agents relied on a large, hard-to-update Excel sheet. To centralize content and speed up internal information sharing, Pestana turned to Helppier’s web-based Knowledge Management solution.

Helppier implemented a centralized Knowledge Management platform with an intuitive dashboard, fast search, real-time editing and commenting so unit managers could keep content accurate and agents could find answers quickly. As a result, Pestana Hotels reduced response time in about 70% of daily interactions, improved collaboration and guest satisfaction, and expanded the Helppier solution across all 95 hotels.

Pestana Hotels

Manuel Quintella

Reservations Supervisor