Case Study: Kellogg Hotel & Conference Center achieves increased guest engagement and accessible, personalized service with Kipsu

Kellogg Hotel & Conference Center - Customer Case Study

Kellogg Hotel & Conference Center at Michigan State University serves a wide mix of guests — from parents and students to business travelers — and also trains hospitality students as part of its mostly student-driven staff. To address the challenge of consistently listening and responding to diverse guest needs through digital channels, the Kellogg Hotel partnered with Kipsu to implement text- and digital-messaging guest communication tools.

Kipsu enabled the hotel to proactively initiate one-on-one, human conversations that deepened guest engagement and accessibility; within the first month the team started 1,135 conversations, reported a significant increase in guest interaction, and found conversations to be more robust. Kipsu also helped accommodate a guest with a hearing disability (allowing easy room-service orders) and improved staff ability to capture and celebrate service successes, driving more effective guest engagement overall.

Kellogg Hotel & Conference Center

Bradley Benton

Rooms Division Manager