Seamless
Experience
Automated.
The Problem
Scale Without
Infrastructure
Perdonis scaled from 12 units to multiple properties across 3 cities in 2 years. Operations infrastructure didn't keep pace — manual contract handling became structural liability. New client onboarding averaged 14 days from signed contract to first active booking.
14-day gap from signed contract to first active booking
Guest inquiries unanswered 48+ hrs during peak volume
Premium amenity attach rate under 8% — no upsell logic
Ops team spending 60%+ of time on manual admin tasks
Our Approach
End-to-End
Lifecycle Automation
47-Step Journey Mapping
Mapped every client touchpoint across 90 days. Identified 23 manual handoffs — each a failure point. Mandate: automate everything that didn't require human judgment.
Dynamic Onboarding System
Monday.com auto-generates client-specific boards at contract signature, assigns tasks with SLA deadlines, triggers sequenced comms via Twilio — zero manual touchpoints.
Behavior-Based Upsell Engine
Guest checking in 5+ nights auto-receives curated upgrade offer 24 hrs before arrival. Drove 35% lift in premium attach rate within month one.
Operational Intelligence Dashboard
Real-time SLA adherence, communication response times, and onboarding completion by portfolio. First visibility at scale.
14 Weeks, 4 Phases
Audit
Wk 1–2
Mapped 23 manual handoffs, 6 redundant approval loops, zero automated follow-up post-contract. Interviews with 6 ops leads.
System Design
Wk 3–5
Automated onboarding architecture designed: dynamic docs, e-sign workflows, internal task assignment, client status portals.
Build & Integrate
Wk 6–10
Full system deployed across 3 portfolios. PMS, CRM, comms integrated. Upsell trigger logic QA'd against real booking data.
Training & Launch
Wk 11–14
10 ops staff trained. 3-week parallel run, then full cutover. Week one: 40% reduction in inbound inquiry volume.
Tools & Why
Monday.com
OperationsClient boards auto-generated at contract signature with templated tasks by role and SLA.
DocuSign
DocumentsDynamic contract generation and routing — no manual PDF handling.
Salesforce
CRMCustom lifecycle stages and property-specific fields tracking every client relationship.
Twilio
CommsAutomated SMS for guest pre-arrival, upsell delivery, and real-time status updates.
Typeform
IntakeDynamic onboarding forms with conditional logic pre-populating each client's board.
Make
AutomationWorkflow backbone connecting all 5 tools. 14 automations replacing 23 manual handoffs.
Outcomes
What
Changed
Onboarding reduced from 14 days to under 4 — 72% improvement through automation.
Upsell attach rate: 8% → 35% within month one of the behavior-triggered offer system.
$890K annual ops cost eliminated by automating tasks previously requiring headcount.
Client satisfaction reached 98.4% — up from 79% at engagement start.
Inbound inquiry volume dropped 40% week one as proactive updates eliminated status chasing.
Guest communications were slipping constantly at our volume. Within 30 days, the system had automated our entire inquiry-to-confirmation flow — and the upsell revenue in month one alone covered the cost of the entire engagement.
Head of Operations
Perdonis Properties · Hospitality