Case Study: One of the world’s largest hotel companies triples bookings and raises inbound conversion to 35% with Marchex Call Analytics

Major hotel brand boosts bookings and the customer experience with Marchex

Largest Hotel Company faced millions of inbound calls across thousands of locations and needed a more efficient way to convert callers into booked reservations while preserving local-property access. The brand engaged Marchex and its Marchex Call Analytics solution (including IVR measurement and Marchex Call DNA) to create call routing that combined call-center efficiency with local hotel connections.

Marchex implemented tracking phone numbers, a custom IVR that could route callers to call centers or local hotels, and a dashboard for monitoring mishandled versus successful calls, plus automated call scoring to drive training and operational changes. As a result, Marchex helped lift inbound caller conversion from 11% to 35%, drove 3x bookings for selected properties, and reduced failed calls to under 5%, significantly improving media and operational efficiency.