{"id":6067,"date":"2017-11-15T22:40:44","date_gmt":"2017-11-15T17:10:44","guid":{"rendered":"https:\/\/preprod.treebo.com\/blog\/?p=6067"},"modified":"2024-06-20T08:56:22","modified_gmt":"2024-06-20T03:26:22","slug":"why-login-when-you-can-instaconnect","status":"publish","type":"post","link":"https:\/\/www.treebo.com\/blog\/why-login-when-you-can-instaconnect\/","title":{"rendered":"Why login when you can InstaConnect?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">One of the key values at <a href=\"https:\/\/www.treebo.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Treebo<\/a> is to be <\/span><i><span style=\"font-weight: 400;\">unreasonably customer obsessed. <\/span><\/i><span style=\"font-weight: 400;\">This means we look at each interaction a potential customer has with us and aim to make it as frictionless and delightful as possible. A simple example of this is that, unlike most online booking platforms, \u00a0we don\u2019t even ask customers to log in to make a booking. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Being a budget hotel chain, unlike aggregators, we continue to interact with the customer even after they make a booking and actually end up at the hotel. This means we need to optimise every part of the interaction right from when a guest starts searching for a hotel until they check out of the hotel. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Trying to solve these problems in the budget segment at scale means that technology plays a key role in operationalizing these solutions. We are the first ones to recognize that technology hasn\u2019t yet percolated into the hotel segment and there\u2019s a long way to go here. As one of the early starters, we want to build solutions that can be implemented at scale and start delighting our guests right away. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">After talking to customers, hotel staff and mining through a lot of feedback data we realized that WiFi is one of the most important things our guests care about. This seems fairly intuitive, especially in the budget travel segment. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">We can break this problem down into two key parts:<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How good is the wifi at the property &#8211; speed and availability<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How easy is it for the guest to connect to the wifi<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">We tackled the first part of the problem through on-ground solutions at the properties. Ensuring we optimise network topology, scale up capacity based on usage and potential needs of each property and a bunch of other things. We reached a point where our pilot 50 properties had zero downtime high-speed wifi. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now for the second part of the problem, we wanted to ensure that guests can connect to wifi with minimal effort. Before we dive into how we solved this, let\u2019s take a step back and understand why this is such a big deal because on the face of it connecting to a public wifi doesn\u2019t seem like that much of a hassle &#8211; take airports for example:<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">You search for an open network<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Enter your details on a landing page<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Request an OTP<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Once you authorize yourself, you get 45 mins of internet access<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The process takes about 3 &#8211; 5 mins to complete and while it isn\u2019t the most intuitive experience, it isn\u2019t overly cumbersome either.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The challenge, however, is a bit different for guests who are about to check-in to a hotel. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Purely from a process point of view:<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">We need to ensure that each guest has access for the entire duration of their stay<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">We don\u2019t want to ask them to enter an OTP because we already validate their phone number during the check-in process<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">An easy option is to rely on the front desk manager to grant access while checking in a guest. However, this is undesirable because it adds more time and complexity to the check-in process. This will inevitably result in one of the following situations:<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">There are errors in authorization around the duration for which the guest is given access, e.g. for a 4 day stay a guest is given access for only 2 days <\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"> The phone number that gets access is incorrect and the guest is unable to access wifi<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The Front Desk Manager (FDM) forgets to give access altogether<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"normal size-full wp-image-6073 aligncenter\" src=\"https:\/\/blog.treebo.com\/wp-content\/uploads\/2017\/11\/Wifi-autoconnect-blog.jpeg\" alt=\"\" width=\"800\" height=\"397\" srcset=\"https:\/\/www.treebo.com\/blog\/wp-content\/uploads\/2017\/11\/Wifi-autoconnect-blog.jpeg 800w, https:\/\/www.treebo.com\/blog\/wp-content\/uploads\/2017\/11\/Wifi-autoconnect-blog-300x149.jpeg 300w, https:\/\/www.treebo.com\/blog\/wp-content\/uploads\/2017\/11\/Wifi-autoconnect-blog-768x381.jpeg 768w, https:\/\/www.treebo.com\/blog\/wp-content\/uploads\/2017\/11\/Wifi-autoconnect-blog-740x367.jpeg 740w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">In each of these scenarios, the guest will be required to once again reach out to the FDM to get access resulting in a poor experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>We decided to solve for this by building a feature called InstaConnect, to ensure that guests can connect seamlessly to Wi-Fi.<\/strong> <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once we decided on the solution, we had two key criteria for our MVP:<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">All guests should be able to benefit from this irrespective of which channel they booked from.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The authorization process should be easy, intuitive and not require guests to remember or note down a password of any kind, and not even enter their booking ID.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"normal size-full wp-image-6074 aligncenter\" src=\"https:\/\/blog.treebo.com\/wp-content\/uploads\/2017\/11\/Wifi-autoconnect-blog2.jpeg\" alt=\"\" width=\"800\" height=\"535\" srcset=\"https:\/\/www.treebo.com\/blog\/wp-content\/uploads\/2017\/11\/Wifi-autoconnect-blog2.jpeg 800w, https:\/\/www.treebo.com\/blog\/wp-content\/uploads\/2017\/11\/Wifi-autoconnect-blog2-300x201.jpeg 300w, https:\/\/www.treebo.com\/blog\/wp-content\/uploads\/2017\/11\/Wifi-autoconnect-blog2-768x514.jpeg 768w, https:\/\/www.treebo.com\/blog\/wp-content\/uploads\/2017\/11\/Wifi-autoconnect-blog2-740x495.jpeg 740w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">The conventional approach of auto-connect linked to an app or a device did not seem viable given not everyone books via the app or has it open at the time of checking in.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The challenge here was to figure out the correct MVP given that we get bookings from several different demand channels (direct, OTA, corp, walk-in) &amp; we have varying levels of information about each guest<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s how we went about taking our first crack at a solution:<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">To make this work for all our guests, we linked access to the phone number at the time booking AND at the time of check-in<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">This ensures that even guests who don\u2019t provide their phone number at the time of booking or book for someone else, still enjoy InstaConnect<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Next, to ease the authorization process, we simply set their password as their phone number<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Lastly, we ensured that we communicated this to guests via SMS both right after making a booking and just after they were checked-in.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This was for first-time guests. For repeat guests using the same device \u00a0&#8211; they will be automatically connected to the hotel wifi on the once they walk into a property.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So what changes for guests because of this?<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They are aware that WiFi is available at their hotel<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They also know in advance that their phone number is the password<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">In some cases, this means they can access wifi the instant they reach the hotel even before checking in or talking to the FDM. In all other cases it means that as soon as they are checked in, they know how to access WiFi. <\/span><\/p>\n<p><em>Adding this element of delight right at the start of their stay is a huge value addition because at this point of time the only thing standing between them and their room is the check-in process and anything we do reduce even a few minutes here adds exponential delight to the overall stay.<\/em><\/p>\n<p><em>This article was originally published on the Treebo Tech Blog.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>One of the key values at Treebo is to be unreasonably customer obsessed. This means we look at each interaction a potential customer has with us and aim to make it as frictionless and delightful as possible. A simple example of this is that, unlike most online booking platforms, \u00a0we don\u2019t even ask customers to &hellip;<\/p>\n","protected":false},"author":27,"featured_media":6074,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[29],"tags":[],"class_list":["post-6067","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-travel-news"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why login when you can InstaConnect? - Treebo Blog<\/title>\n<meta name=\"description\" content=\"One of the key values at Treebo is to be unreasonably customer obsessed. 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