Meet the Customer
The software was undoubtedly the best in its class, but it was really how incredible the Revinate team were that drove us to purchase. The training and set-up were unlike anything else I have experienced in the past 15 years.
Brittany Howell, Evermore Resort Assistant Director of Reservations
Evermore Resort
Located next to Walt Disney World® in Orlando, Florida, Evermore Resort The resort is a new vacation destination. Evermore, which spans over 1,000 acres of land, offers a mixture of luxury vacation villas and flats centered on a 20 acre tropical beach, as well as an 8 acre lagoon with crystal clear water. With elevated amenities, curated experiences, and a strong focus on guest-centric service, Evermore combines the comfort of home with the world-class offerings of a premium resort — making it a premier destination for families, groups, and leisure travelers alike.
Evermore Resort’s challenge
Most hospitality brands optimize their existing processes. Evermore Resort It was building its customer experience from scratch. There were no legacy systems or call center scripts to iterate on — just a blank canvas, a bold vision, and high expectations. “As a brand-new resort, we weren’t trying to solve a problem—we were trying to get it right from the very beginning,” said Brittany Howell, Assistant Director of Reservations. “We knew that we needed more than just software, but also partners who we could trust. “That’s what made Revinate stand out.”
Evermore’s nature as a property made its launch particularly complex. Guests had more questions about the large units, unique accommodations and long decision cycles because of this. This meant the reservations team would need to deliver personalized, white-glove service at scale — without any historical data to guide decisions. Revinate was happy to provide assistance. Brittany stated, “I have worked with hundreds vendors over the past 15 years and I’ve never seen an installation and training process quite like this.” It is interactive, in-depth and tailored.
Evermore Resort’s smart use of reservation sales from the start
When Evermore Resort opened its call center in March 2023, the plan was to operate lean — just three agents and Brittany herself. Reality set in quickly. Brittany recalls that the phone exploded from day one. “We had a 60/40 split — more people were booking over the phone than online, which is the exact opposite of what most resorts see.” What was the result? The result? A staggering 72% abandonment rate. Brittany didn’t panic and instead leaned on Revinate. Reservation Sales Reporting to find a way forward.
The reports showed that agents handled back-to-back phone calls all day. “There was no downtime — they were maxed out,” she said. Brittany presented the data and argued for more employees. Leadership listened, and they trusted the numbers. Over the course of 12 months, Evermore grew its reservations team from 3 to 17 agents — a 467% increase. With each new hire, data confirmed the positive impact. Evermore has a 92% drop in call abandonment, while also achieving Forbes Travel Guide certification, and expanding to new markets. Brittany explained that “Reservation sales helped us scale our business with confidence.” It gave me the proof I needed to show my leadership where we are, where we can go, and what we would need to do to get there.
Reservation Sales can improve agent coaching
After aligning staffing, the next step involved ensuring quality. Brittany developed a framework to improve continuously using Revinate’s coaching tools and call scoring templates. “I like that we can customize call scoring every year,” said Brittany. “In 2024 we had 12 non-negotiables. Forbes has added more this year. We sit together in coaching sessions and the agents go over their calls. All the information is in one place and it’s easy to use.” Impact on team culture is significant. “It’s really not about micromanaging, but about growth,” added she. “Our agents are supported and not scrutinized.” It’s a major shift.
Revinate’s tools for reporting have become indispensable to internal alignment. Evermore’s leadership has come to rely heavily on Reservation Sales reports for strategic decisions. From staffing plans to performance evaluations, the data gives everyone — from executives to frontline managers — a shared source of truth. Brittany says it’s rare for a vendor to become part of the daily vocabulary. “But Revinate is a part of the way we run our business at Evermore.”
How reservation sales drove outbound revenues
Evermore offers a high-end product, so guests are unlikely to book the first time they call. Reservation Sales tracking and lead forms are the answer. Brittany said that the lead forms were a game changer. They keep everything together. All the notes and context, no matter who spoke with the guest before are all there. It’s almost like passing the baton, without dropping it.
Brittany’s outbound strategy was structured with this system, and it proved how valuable these follow-ups can be. Revinate’s KPI reporting showed that outbound bookings were contributing 10–15% of total revenue — insight that allowed leadership to approve a new incentive program for agents. When the outbound commission of 3% was introduced, everyone jumped at it. Only in March 2025, 36% of revenue was generated by outbound bookings. “My team said, ‘Hold my beer,’ and they crushed it,” Brittany laughed. “They love being rewarded and seeing the impact they have.”
Additionally, Reservation Sales’ intuitive features — like skill-based routing and integrated notes — made it easier for agents to perform at a high level, turning follow-ups into fast wins. Brittany said, “When everything works perfectly, we can concentrate on providing great service.”
Revinate and Evermore Resort – A partnership that continues growing
Revinate will be used to expand the success of Evermore, as future properties are already being developed. Brittany stated that “Revinate has become part of our DNA.” “We’re not just using the software — we’re growing with it. “I’m thrilled to bring the same level of excellence to each new property that we open.”
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