Case Study

How TeoHeng, Singapore’s longest established Family Karaoke Centre Dramatically Decrease their No Shows and Cancellations with Exabloom

Background

About TeoHeng KTV

TeoHeng KTV, the longest-established family karaoke chain in Singapore, has been a favorite destination for music enthusiasts, families, and friends for more than three decades. Despite their success, managing booking reminders and reducing last-minute cancellations and no-shows remained a challenge. In 2021, TeoHeng KTV adopted Exabloom, a WhatsApp automation tool, to streamline their communication processes. This case study explores how this implementation led to time savings and a reduction in booking-related issues.

The Challenge

Before implementing Exabloom, TeoHeng KTV faced several challenges:

Manual Booking Reminders:

Sending booking reminders to customers manually was a time-consuming task that required significant staff effort.

Last-Minute Cancellations:

TeoHeng KTV often faced a high number of last-minute cancellations and no-shows, which disrupted operations and resulted in lost revenue.

Customer Engagement:

Limited post-booking engagement made it difficult to gather feedback and build lasting relationships with customers.

The Solution

TeoHeng KTV adopted Exabloom to automate their communication processes and address these challenges:

Automated Confirmation and Reminders:
Exabloom automated the process of confirming bookings and sending reminders to customers. This included sending confirmations immediately after a booking was made and sending reminders a day before the scheduled session.

Flexible Rescheduling:
Exabloom provided customers with the option to reschedule their sessions through WhatsApp. This flexibility reduced the need for automatic cancellations due to unforeseen circumstances.

Customer Feedback Loop
After each session, customers received a thank-you message via WhatsApp, along with a link to provide feedback. This feedback loop helped TeoHeng KTV identify areas for improvement.

The Results

The implementation of Exabloom had a significant impact on TeoHeng KTV’s ability to reduce automatic cancellations:

Drastic Reduction in Cancellations
Automated confirmations, reminders, and rescheduling options led to a substantial decrease in cancellations, resulting in smoother operations and higher revenue.

Improved Customer Experience
Customers appreciated the flexibility provided by WhatsApp-based rescheduling options and the streamlined communication process.

Revenue Growth
Reducing automatic cancellations resulted in increased revenue as fewer rooms were left unoccupied.

Enhanced Operational Efficiency
Automation allowed TeoHeng KTV’s staff to allocate their resources more efficiently, leading to an overall improvement in operational efficiency.

Conclusion:

The integration of Exabloom into TeoHeng KTV’s operations effectively addressed the issue of automatic cancellations, resulting in a substantial reduction and numerous benefits. The combination of automated confirmations, reminders, and rescheduling options not only improved operational efficiency but also enhanced the customer experience and ultimately contributed to revenue growth. This case study demonstrates how Exabloom’s WhatsApp automation solution helped TeoHeng KTV optimize their processes and minimize disruptions caused by automatic cancellations.

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