Case Study: The Ivy Collection Boosts Conversion Rates by 20% With Five9

The Ivy Collection, part of Caprice Holdings, is a luxury hospitality group with a rich legacy spanning more than a century. Known for its iconic restaurants, private clubs, and bars, The Ivy Collection blends timeless elegance with innovative dining experiences to deliver exceptional hospitality across every venue.

Challenges

Exceptional service is the foundation of fine dining and hospitality. Every interaction should reflect the highest standards of care and personalization, ensuring guests feel valued from start to finish.

However, legacy systems hindered The Ivy Collection’s ability to provide seamless, high-class service. Without real-time customer data or AI-driven tools, personalizing guest experiences was a challenge.

No-show rates compounded the issue – each empty table meant lost revenue, highlighting the need for last minute reservation optimization.

Solution

For CTO John Davis, the solution was clear: leverage technology to empower staff and elevate every touchpoint.

“In fine dining and luxury, it’s about truly knowing your customers, anticipating their needs, and guiding them through flawless experiences,” said Davis. “Five9 enables us to innovate continuously, ensuring we deliver on that promise every day.”

With 30% of calls tied to routine, non-revenue-generating inquiries – like requests for operating hours, directions, and parking – The Ivy spotted an opportunity to modernise.

Partnering with Five9, they leveraged AI agents to provide instant, accurate answers, reducing wait times and allowing human agents to focus on high-value interactions that define the signature Ivy experience.

“Implementing Five9’s AI agents has enabled us to provide customers with faster, more efficient answers, letting them get on with their day,” said Davis. “It also sets the stage for us to explore how AI can further enhance our operations.”

But their transformation didn’t stop at benefiting guests – it also redefined The Ivy’s employee experience. With repetitive tasks automated and workflows streamlined, agents got to engage in more meaningful and rewarding work – increasing employee satisfaction and pride.

The hospitality industry faces billions in annual losses due to reservation no-shows. The Ivy Collection tackled this challenge head-on with AI-powered tools that confirmed and reminded guests of bookings, reducing no-show rates by 3% and proactively reselling cancelled tables to maximize revenue.

Recognising the diverse preferences of their clientele, The Ivy maintained voice channels for their core 45-60 age demographic while also offering WhatsApp and self-service chatbots to engage younger customers.

With a rock-solid omnichannel strategy in place, The Ivy could meet customers on their terms – ensuring seamless, personalized communication across all touchpoints.

Results

By integrating Five9’s Salesforce Adapter, The Ivy Collection unified its CRM with the contact centre, equipping agents with real-time customer data.

The result: personalized, high-touch service. Agents could focus on meaningful interactions like managing bookings and accommodating special occasions, ensuring each guest’s experience feels exceptional.

“Connecting our CRM to our contact centre with Five9’s Salesforce Connector has been a massive improvement,” said Davis.

“Being able to understand who’s calling us when, what they need, and having all of the information from our CRM in front of our contact centre staff when someone’s calling us has made a huge difference.”

The results speak for themselves. Customer feedback scores climbed up to 4.8, reflecting greater satisfaction with personalized and efficient service.

Conversion rates increased by 20%, underscoring the effectiveness of engaging customers at every touchpoint. And employee attrition dropped by 50% as staff felt more empowered and engaged.

“That was one of the biggest reasons to move to Five9 – giving the staff control over what they’re doing, giving them visibility into when they’re successful, when they’re not successful, how we can improve call times and responses, and really giving them the power to be in charge of their own destiny,” said Davis.

By automating routine inquiries and equipping staff with advanced tools, The Ivy Collection has redefined luxury hospitality – creating a contact centre without walls and a customer experience built on innovation and excellence.

This blog post has been re-published by kind permission of Five9 – View the Original Article

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Author: Five9
Reviewed by: Jo Robinson