Case Study:
How Stoney Creek Hotels Streamlined Event Management Across 12 Hotels with Tripleseat
- Increased qualified event leads with a fast, 30-second website inquiry form
- Faster follow-up and higher conversion through centralized event data
- Clear performance visibility using customizable reporting and benchmarks
The Challenge:
Outdated Systems Holding Back Growth
Stoney Creek Hotels is a Midwest-based hotel group operating 12 properties, where they are known for their warm, rustic ambiance and exceptional guest experiences. Their venues host a variety of events, from weddings and conferences to local community gatherings, that require consistent coordination across multiple locations.
Before Tripleseat, Stoney Creek relied on an outdated legacy system that couldn’t support their growing needs. Manual processes, limited visibility, and fragmented reporting made it challenging for their teams to deliver the seamless guest experience they were known for.
As Stoney Creek expanded, their existing technology created operational bottlenecks. Instead of helping streamline event management, it slowed teams down, reduced lead visibility, and made reporting tedious.
Legacy Technology Limitations
Their previous system lacked the flexibility and automation required to manage multiple venues. Data had to be entered manually, causing inconsistencies and wasted time.
Inefficient Lead Generation
The old system provided little support for capturing and tracking event leads effectively. With each property handling inquiries differently, the sales pipeline became difficult to manage.
Limited Reporting Capabilities
Leadership lacked a clear view of performance metrics. Without easy access to real-time data, decisions were often based on outdated reports rather than actionable insights.
Why Stoney Creek Hotels Chose Tripleseat
The team at Stoney Creek Hotels knew that technology plays an important role in streamlining processes and creating a positive guest experience. When evaluating new platforms, Stoney Creek sought a partner that understood hospitality inside and out. They wanted technology that was purpose-built for hotels and event spaces, not a generic customer relationship management (CRM) retrofit.
After comparing several options, Tripleseat stood out for its intuitive design, centralized reporting, and proven results within the hospitality industry. The team recognized that Tripleseat could unify their venues, simplify communication, and elevate the overall guest experience.
Here’s why Stoney Creek chose Tripleseat:
- Tripleseat’s focus on the hospitality and events industry
- Seamless integration of sales and catering tools
- Easy-to-use lead form embedded directly on their website
- Centralized reporting for data-driven decision-making
- Streamlined communication between event teams and guests
- Customizable templates for proposals, banquet event orders (BEOs), and contracts
- Excellent customer support and training resources
- Proven track record of return on investment (ROI) across multi-location hospitality brands
The Solution:
A Unified Event Management Platform
Tripleseat provided Stoney Creek Hotels with a single, cloud-based platform that brought their sales, events, and reporting together. What once required multiple systems and manual processes could now be managed effortlessly in one place.
Centralized Lead Management
Tripleseat’s lead form, placed directly on Stoney Creek’s website, became a crucial driver for new business. Prospects can submit event inquiries in under 30 seconds, automatically populating Tripleseat with the information the sales team needs to follow up and convert.
Streamlined Team Coordination
With Tripleseat, every team member from sales to operations works from the same platform. Communication is clear, tasks are assigned automatically, and no detail gets lost in email threads.
Custom Reporting & Insights
Tripleseat’s reporting capabilities empower Stoney Creek’s leadership to monitor key performance indicators (KPIs), identify trends, and make data-backed decisions. As Mould shared, Tripleseat provided the best ROI of any solution implemented in 30 years.
The Results:
Efficiency, Insights, & Exceptional Guest Experiences
With Tripleseat, Stoney Creek Hotels has transformed its event operations. Teams save time, leads are captured seamlessly, and leadership finally has visibility across all 12 hotels.
- Increased event leads through Tripleseat’s integrated web form
- Significantly reduced response time to new inquiries
- Improved team efficiency and collaboration across all locations
- Data-driven decision-making through customizable reports
- Consistent guest experience from first inquiry to final invoice
- Exceptional ROI as noted by leadership
Lessons for Other Hotel & Event Venues
Hospitality groups of any size can learn from Stoney Creek’s approach to modernization. The key is aligning technology with guest experience and internal efficiency.
- Outdated systems can quietly limit growth, so modernize before it hurts performance.
- Centralized platforms improve visibility and consistency across locations.
- Quick, user-friendly lead forms dramatically boost conversions.
- Reporting should guide strategy, not just track performance.
- Choose a technology partner that understands your industry, not just software.
- Trusted by Starr, Stoney Creek Hospitality, Tao Group, and 20,000 more venues worldwide.
Let’s Grow Your Events Business
The best event teams in hospitality run their business on Tripleseat. See what it can do for yours.