The July, a growing collection of design-led apartment-hotels, has built its reputation on personalized guest experiences. However, behind the scenes during the company’s expansion, its reservations department faced challenges in maintaining growing operational efficiency while delivering their signature, tailored service.
Recognizing the need for change, The July’s leadership sought a solution that could not only automate their processes but also create a more sustainable operational model.
This is where Aphy stepped in. With its expertise in automation and a collaborative approach, Aphy presented itself not as just a software provider but as a strategic partner. The July saw in Aphy a long-term ally capable of empowering their team by alleviating the burden of daily, time-consuming tasks.
Prior to partnering with Aphy, The July’s reservations team handled a high volume of manual tasks that created significant bottlenecks, from processing daily reservations to managing payments and tracking follow-ups. Errors sometimes occurred, particularly in accurately recording guest preferences or payment details, leading to occasional disruptions in the overall guest experience.
Compounding these challenges, the call center’s operating hours were limited. This meant delays in responding to guest inquiries during off-hours or peak periods, further impacting service quality. As Denise Thijssens, The July’s Reservations Manager, explained, "There was room for error while doing things manually, and it was time-consuming. We needed a solution to manage these tasks better."
When Aphy joined forces with The July, their approach went beyond installing generic automation tools. Aphy first conducted an in-depth analysis of the reservations department’s pain points to tailor a solution that addressed their unique needs. The implementation focused on three core areas:
"Aphy works even when we’re not," Denise noted. "This proved essential during early morning surges when hundreds of bookings needed to be processed simultaneously and the solution alleviated pressure on the team, allowing them to focus on more impactful guest interactions".
The introduction of Aphy’s automation tools transformed The July’s reservations operations, with several immediate and long-term benefits emerged:
"Aphy may be invisible to our guests, but they experience the difference through faster response times, accurate room assignments, and seamless check-in/out processes," Denise reflected. Smoother processes and fewer errors translated into a better overall guest experience.
Aphy’s approach stood out not just for its technical capabilities but for its responsiveness and adaptability. Unlike larger automation providers that often adhere to rigid frameworks, Aphy worked closely with The July to refine its processes and accommodate real-time feedback. This openness to collaboration earned Aphy a reputation as a dependable partner.
Aphy’s support team was consistently quick to resolve issues, ensuring minimal disruption.
"Their support team is always available—even if you contact them during meetings, they’ll respond immediately," Denise said.
Encouraged by Aphy’s success in the reservations department, plans are already underway to integrate Aphy’s tools more deeply with their PMS to enhance operational cohesion across departments.
The Reservations team remains optimistic about the continued collaboration, emphasizing Aphy’s ability to adapt to evolving needs:
"We’re excited to see how Aphy can support other areas like finance. Their willingness to adapt to our needs has been incredible."
As The July continues its journey of innovation and growth, Aphy remains a cornerstone of its operational strategy, reinforcing its role as a partner in success.
Summing up the impact of Aphy's solutions, Bianca Mijinke-Alexandrescu, Tech Manager, stated:
"From an IT perspective, Aphy’s automation tools have significantly improved our operational workflows. Their integration with our existing systems streamlined data handling, reduced manual intervention, and enhanced reliability. This has allowed our team to manage higher volumes with greater efficiency, providing a stable foundation to support our future growth and adaptability."
