Case Study: Lindner Hotels AG boosts bookings and annual sales with Verint Systems' Impact 360 Quality Monitoring

Lindner Hotels AG - Customer Case Study

Lindner Hotels AG is a fast-growing, family-owned group operating 34 four- and five-star hotels with nearly 4,000 rooms. To support a central customer service centre and a guest data warehouse (grown to ~900,000 profiles), Lindner tracked call metrics and used mystery shopping but couldn’t measure how enquiries converted to bookings or how effectively agents used reservation software.

Working with Fiebig + Team, Lindner implemented Verint’s Impact 360 quality monitoring to record voice and agent screen activity, modernise telephony, update processes and deliver targeted training. The changes raised quality scores from 78% to 82%, doubled up-sell rates, increased daily handled calls by up to 140, boosted bookings by about 50 per day (conversion +15%), reduced average call length by 20%, and significantly increased annual sales and training efficiency.

Lindner Hotels AG

Gunnar von Hagen

Head of Operations & Central Project Management