Case Study: Islamorada Resort Collection achieves $1M in booked revenue in 6 weeks with Revinate

Islamorada Resort Collection’s call center transformation with Revinate and Dragonfly Strategists

Islamorada Resort Collection, which manages four properties in the Florida Keys, was struggling after the pandemic with staffing shortages, low reservation conversion rates, and limited visibility into call performance. To replace an underperforming external reservations setup and improve direct bookings, the resort group partnered with Revinate, using its Reservation Sales voice-channel solution with help from Dragonfly Strategists.

Revinate and Dragonfly Strategists built and launched a customized internal call center plan, including hiring and training remote agents, creating SOPs, and integrating Reservation Sales with existing systems. The results were strong: the team went live in March 2023, achieved or exceeded KPIs, increased call conversion by 64%, raised conversion from 55% to 86% in four months, and booked $1M in revenue in just six weeks.

Islamorada Resort Collection

Harry Carr

Senior Vice President of Revenue Management