Sam on behalf of Chapel House Estate explains how their newly opened luxury wedding venue has already managed to become a premier, multi-award-winning, five-star destination and how Sonas helped make it possible.
In this interview, we meet Sam at Chapel House Estate and hear how this wedding venue, nestled in the most competitive wedding county, Kent, has managed to make waves in the wedding industry and win several prestigious awards. Sonas helped make this possible by allowing streamlined operations, leading to higher conversion rates and improved customer satisfaction.
Can you describe your business and your main challenges before implementing Sonas?
Chapel House Estate is a brand new, luxurious wedding, events and stay venue nestled on the East Kent Coast. It features a beautifully converted 732-year-old Chapel, opulent accommodation options and the exquisite No 9 Restaurant.
As a new venue entering the most competitive county for weddings, we faced significant challenges in coordinating various aspects of our operations, including event scheduling. Manual event scheduling was time-consuming and prone to errors, impacting our ability to deliver seamless experiences and putting us at risk of double booking.
Handling enquiries, bookings and client communications efficiently was a major challenge. Without a streamlined system, we were struggling to keep track of client preferences, event details and follow-ups, which would have affected our customer service quality. Similarly, allocating resources such as staff, event spaces and equipment was a logistical challenge to manage manually.
As a brand-new wedding venue with a high volume of enquiries, it would have been impossible for us to follow the customer journey effectively. Without a structured sales funnel, we were prone to losing potential clients and missing out on opportunities to convert enquiries into confirmed bookings. Importantly Sonas enables the couple to 'manage their own event' by adding guest names, timelines, suppliers, food choices, etc.
Implementing Sonas has helped us overcome these challenges by streamlining our operations, providing a client management tool, improving resource allocation and providing financial tracking.
What specific features of Sonas attracted you to choose it over other solutions available in the market?
We chose Sonas over other solutions available in the market due to its comprehensive and user-friendly features and support that align with our needs as a brand-new wedding and events venue.
Sonas offers a robust CRM system that allows us to manage client information, track communications and securely store important details about each client. This feature ensures that we can deliver personalised and attentive service to every client, enhancing their overall experience with us. The integrated sales funnel feature helps us efficiently manage and track the customer journey from initial inquiry to final booking. This ensures that no lead is lost and we can systematically follow up with potential clients.
The platform’s resource management capabilities enable us to allocate event spaces and equipment efficiently. Real-time updates and easy adjustments help us stay organised and prepared for every event. Sonas offers financial tracking features that help us manage deposits and payments. This provides us with a clear financial overview, aiding in better financial planning and ensuring the profitability of our business.
Choosing Sonas has equipped us with the necessary tools to manage our business effectively, improve client interactions and enhance our overall service quality, making it the ideal solution for Chapel House Estate.
How did the implementation process go for your team? Were there any standout moments of support or ease of integration?
The implementation process for Sonas at Chapel House Estate went smoothly and exceeded our expectations. The standout moments of support were particularly notable, as the Operational Director regularly came to our site to provide hands-on assistance. This personalised approach ensured that our team was well-equipped to use the system effectively. The ease of integration was impressive, allowing us to transition seamlessly whilst still building the venue. In addition, the online support, commitment to our success and the proactive support we received made the implementation not only efficient but also a highly positive experience for our entire team.
Could you share a particular instance where Sonas directly impacted your business operations for the better?
We receive an overwhelming number of enquiries. Before implementing Sonas, it was virtually impossible using a spreadsheet to track each customer's journey, leaving us prone to missing potential leads, follow-ups and sales.
With Sonas, we streamlined our sales funnel by automating lead tracking and customer interactions. This system allowed us to personalise communications and efficiently manage inquiries from initial contact to booking confirmation. The result was a significant increase in conversion rates and improved customer satisfaction. Sonas enabled us to maintain a high level of organisation and responsiveness, ultimately boosting our bookings and revenue.
How has Sonas affected your relationships with your couples?
Sonas has had a profoundly positive impact on our relationships with our couples. By streamlining our communication and organisational processes, Sonas has enabled us to provide a more seamless and personalised experience for everyone
With Sonas, we can communicate consistently and timely with couples throughout their wedding planning journey. Automated follow-ups and personalised templates ensure that no detail is overlooked and that couples feel valued and supported. Couples appreciate the attention to detail and the ease of collaborating with us, which enhances their overall experience and satisfaction.
Transparency in our processes and prompt responses to enquiries help build trust with couples. They have access to their own wedding planning 'app', resulting in them inputting their own information leaving us to better manage their wedding or event.
Have you noticed any significant improvements in sales and marketing efforts since adopting Sonas? Can you provide examples?
Since adopting Sonas, we have observed significant improvements in our sales. Our ability to provide prompt, personalised communication and exceptional service has helped us to achieve many five-star Google Reviews. Couples frequently praise our responsiveness and attention to detail, which has attracted more enquiries.
The streamlined processes and efficient event management facilitated by Sonas have contributed to our winning multiple awards. These accolades further enhance our credibility and appeal in the market. We ensure that all our communications are consistent and on-brand, which strengthens our identity and professional image. Overall, Sonas has been instrumental in elevating our sales efforts, resulting in more satisfied clients, numerous awards and a stronger market presence.
Are there any specific tools or features within Sonas that your team finds invaluable? How do they contribute to your daily operations?
There are several specific features within Sonas that our team finds invaluable, particularly the automation capabilities. These features contribute significantly to our daily operations in various ways. With automated task reminders, our team can stay on top of crucial deadlines and appointments. This ensures that no important detail is overlooked, enhancing our overall efficiency and reliability.
The ability to create and use our own templates for emails, proposals and contracts ensures that all our communications are consistent, professional and on-brand. This consistency is crucial for building and maintaining a strong brand identity.
The integrated scheduling and calendar management tools help us book couples for show-arounds and coordinate events and appointments efficiently. Also, the ability to store and manage all relevant documents within Sonas means that our team can quickly access important information when needed.
Sonas provides a platform for real-time collaboration among our team members. Whether it’s sharing updates, assigning tasks, or discussing client requirements, the platform keeps everyone connected and informed.
Could you quantify Sonas's impact on your business?
Enhanced customer experience has led to a consistent stream of five-star reviews, boosting our reputation and attracting more clients. This has, in turn, helped us win several prestigious awards, further enhancing our brand's credibility and appeal in the market, we couldn't have achieved this without Sonas.
How has our ongoing support and any updates or improvements to the app influenced your satisfaction and success with Sonas?
Ongoing support, updates and improvements play a crucial role in enhancing user satisfaction and success with Sonas. The regular updates on improvements, bug fixes and the ability to provide feedback and see those improvements in action are all positive aspects that contribute to a better user experience for both the client and our team.
Finally, would you recommend us to other wedding venues that are facing similar challenges? Why or why not?
Yes, we would recommend Sonas to other wedding companies.
It’s clear that Sonas has had a massive impact on Chapel House Estate’s success and we are proud to be part of their journey. For venues facing similar challenges, Sonas offers a powerful tool to elevate operations, improve client interactions and boost overall efficiency. If you’re looking to enhance your venue's capabilities and drive success, exploring how Sonas can support your needs might be the next step in achieving your business goals.
We extend our thanks to Chapel House Estate for sharing their insightful experience with us. If you’re interested in learning more about how Sonas can make a difference for your venue, view our other case studies or discover the benefits for yourself by getting in touch!
Comments powered by Talkyard.