How Roam Creates Industry-Leading Hospitality Experiences

Since 2008, Roam has led the industry with its hospitality-forward approach to shared office and event space solutions. With locations across Georgia, South Carolina, and Texas, Roam champions connections and fosters tight-knit communities of entrepreneurs, non-profits, and enterprises alike.

Amid its growth, Roam faced a unique challenge. The information its team relied on to deliver exceptional service changed rapidly—sometimes minute by minute. Shifting event schedules, fluctuations in room availability, and evolving customer requirements led teams to perpetually chase down new information.

With Basewell, Roam transformed its operational intelligence pipelines, allowing team members to double down on the mission of creating flourishing professional communities. Using Basewell’s intelligence, integrations, and automations, Roam team members eliminated information bottlenecks, saving hundreds of hours each month across their workforce.

Roam partnered with Basewell to automate their information updates, streamline team member efficiency, and eliminate friction across their tech stack. Basewell addressed their challenges through four critical capabilities:

Roam directly integrates Basewell with its event management system, Tripleseat. This connection ensures Basewell stays updated in real-time, learning and propagating changes as they occur. Additionally, these automations allow team members to focus on customers instead of manually updating records and physically comparing multiple data sets to find event changes.

With Basewell intelligence, Roam employees simply ask Basewell about event changes. Basewell’s responses are accurate and contextualized, surfacing event details, room availability, and customer requirements in seconds.

Roam's teams operate across expansive workspace environments. With full mobile accessibility, Basewell provides freedom and confidence to each employee, eliminating the need to return to the front desk or a computer to access critical information. Whether they're assisting a client in a conference room or coordinating an event across multiple floors, answers are available instantly on any device.

Roam further eliminates friction across its teams through Basewell's native Slack integration. Employees can instantly access the information they need to execute effectively without disrupting their communication workflow.

In addition to native integrations, Roam leverages Basewell’s best-in-class content authoring tools to supplement event information. Authoring Basewell pages, uploading PDFs of all-hands meetings, and structuring content into step-by-step walkthroughs with guides keeps Roam employees trained between the demands of rigorous, event-heavy seasons.

Basewell’s impact at Roam has been significant. Roam has seen improvements in operational efficiency when managing events and in the confidence and agency of new team members—all while removing friction to essential daily information.

Not having to context switch, rush to the front desk, or manually check for event updates saves Roam employees at least 30 hours per person each month. This significant productivity improvement marks a fundamental shift from reactive information gathering to proactive application for Roam employees.

As staffing roles and responsibilities shift throughout the year, Roam managers can quickly train, upskill, and equip team members with Basewell. A comprehensive and always-updated source of truth, new employees feel empowered with accurate information, while existing employees confidently transition to new roles with instant access to newly unlocked institutional knowledge.

Perhaps most importantly, Roam employees can continue delivering premium customer service amid increasing operational complexity through Basewell’s verified, real-time information workflows.

For service-oriented organizations like Roam, information reliability is directly related to operational excellence: real-time, accurate, organized, accessible, and contextualized data is essential.

In partnering with Basewell, Roam has been able to continue delivering world-class, hospitable workplace experiences amid rapid scaling.