Case Study: Nivula boosts hotel bookings and guest engagement with Twilio

Magical holidays powered by magical customer experiences: how nivula helps hotels grow their business

Nivula is a Swiss start-up (founded 2018) that built Dialogo, a multi-channel central reservation platform to help boutique and independent hotels manage calls, email and messaging without losing customer data. The challenge was that smaller hotels lack the budget and in-house capabilities to build comprehensive reservation and communication systems, so customer interactions went untracked and many booking opportunities were missed.

Nivula integrated Twilio’s Conversations API and other Twilio tools to unify voice, email, SMS, WhatsApp, web chat, Google Business Messages and more, adding a chatbot, translation logic and PMS integration for scalability and fast deployment. The result: new channels were launched in weeks to months, hotels gained full customer-journey visibility, and a supported Genoa hotel reached full bookings and top satisfaction within six months and now runs at ~90% occupancy with lean staff, positioning Nivula for international growth.

Nivula

Aldo Pigni

CEO and Chief Technology Officer