Four Milanese venues — a flagship, two trattorie, and a wine bar — run by one operating team. Reservations came in via phone, OTA-style platforms, Instagram DMs, and the website, and got entered three or four times in three or four systems. The CRM was a Google Sheet. On a busy Saturday, the wheels came off.
Managers were spending more time copy-pasting than running service. Guest preferences lived in the head of whoever happened to take the booking. Repeat visits weren't tracked. No-shows weren't followed up. Birthdays and anniversaries were missed unless a regular reminded the team.
The brief wasn't 'add another tool' — they had too many. It was: one workflow, one source of truth, visible to the operating team across all four venues, with the rote work absorbed by automation.
Consolidated all four venues on a single reservation system with channel ingestion from web, phone, and social. One inbox, one calendar, one rule set.
Connected the booking system to a proper CRM. Every guest visit, preference, and special date now flows in automatically — no manual entry.
Confirmation, reminder, allergy check, post-visit feedback, anniversary outreach, win-back. Automation handles the recurring; staff handle the exceptions.
Cross-venue analytics: covers, revenue, no-show rate, repeat-visit cohort. The operating team finally sees the group as a system, not a stack of sheets.
Twelve months after automation rollout across the Milanese group.