The Challenge

The Doyle Collection, a luxury brand, faced a significant challenge in maintaining the high standards of their sales communications. Using an e-proposal tool allowed them to template responses for various scenarios, but the basic formatting of the tool they were using and inability to showcase images fell short of their needs. This inconsistency in portraying the luxury feeling of their brand across the team’s communications was a pressing issue.

 The Solution

Upon discovering UpMail during a detailed sales demo, it was immediately apparent that the platform could bring their brand and individual hotel content to life within each communication. The three Doyle Collection London properties were impressed by UpMail’s flexibility, the ability to create templates for any scenario, and the high quality of each communication. It was crucial for them to ensure that the look and feel of each template matched their online presence, and UpMail delivered on this front.

Equally important, UpMail helped the Doyle London team, a cluster sales team, work in a more organized and efficient manner, streamlining their workflows and enabling seamless collaboration across different departments.

The Result

Implementing UpMail resulted in several key benefits for The Doyle Collection London Sales Team:

Increased Efficiency: The team is able to handle more inquiries and work faster and smarter.

Enhanced Proposal Quality: The quality of their proposals has been elevated to the highest level, consistently reflecting the brand’s luxury image.

Standardized Sales Communications: Sales standards are now driven across the entire London portfolio, ensuring uniformity and consistency.
To ensure full adoption of UpMail, the sales leadership introduced an incentive program for the first two weeks, rewarding team members with the highest usage and the first confirmed bookings. This initiative was instrumental in converting skeptics into advocates. Rita Sireikyte, Director of Sales M&E, London, noted, “UpMail is now a part of our daily job – we don’t have to think about using it, it’s now a habit.”

The Company-Wide Adoption

Following the success of the Doyle Collection London’s group and event sales teams with UpMail, the London reservations team also integrated the tool into their daily workflow. The cluster team uses UpMail to send standardized responses to general reservation inquiries, suite requests, family stay inquiries, and entertainment proposals. This ensures professional, cohesive email communication not only within the reservations team but also across all Doyle London teams.

Once the other Doyle properties in Ireland and North America learned of the positive impact UpMail was having on the London hotels, they quickly adopted the tool for their sales teams as well. With all Doyle hotels now using UpMail, the senior leadership team has access to high-level account data for each property, providing insights into the number of emails sent, opened, and clicked each month. Additionally, a custom report is sent bi-monthly, offering detailed statistics on account usage, most used templates, and the most active users across all UpMail accounts.

UpMail has become an indispensable tool for The Doyle Collection, revolutionizing their sales communications. By enabling the consistent delivery of luxury sales proposals and email communications, UpMail has ensured that every interaction reflects the high standards of their online presence. This consistency has significantly reduced the risk of losing opportunities due to mismatched messaging, solidifying The Doyle Collection’s reputation for excellence and enhancing their ability to capture and retain clients.