CRM for hospitality industry

Amaze your guests through an effective customer journey

Comprehensive Hospitality Customer Relationship Management (CRM) solution, built to improve your performance, map out customer journey, elevate guest experience and boost loyalty. 

Hospitality CRM driven to face evolving industry challenges

As a hotel chain or resort your guests are your top priority. That's why BE-terna Hospitality CRM is designed to help you meet their growing expectations, transforming you from a service provider to a truly exceptional host.

Personalized Customer Experience

By collecting and analyzing data about guests, such as their preferences, booking history, and behaviors, you can create unique and customized experiences that meet the specific needs of each individual guest. Offering personalized and seamless experiences differentiates you from competitors and enables you to build stronger relationships with guests, leading to increased customer satisfaction and loyalty.

Enduring Customer Loyalty

With advanced module to support your loyalty program, Hospitality CRM enables you to easily maintain a database of your loyal guests and their preferences, allowing you to personalize communication and offerings. Tracking scores and rewards incentivizes guests to continue choosing your hotel offering exclusive benefits and discounts. The ability to manage promotions through vouchers enables you to launch targeted campaigns and offers to engage guests and create long-lasting relationships.

Experience the power of technology

Built on Microsoft Dynamics 365 technology, this solution integrates seamlessly with your property management and central reservation systems, providing a unified front-end user interface for agents and supporting omni-channel interactions. Advanced features, including support for B2B sales processes and loyalty programs, allow you to deliver personalized, event-based marketing campaigns before, during, and after a guest's stay. Harnessing the power of cutting-edge machine learning algorithms, our solution integrates data from multiple sources to deliver a 360-degree view of your customers, giving you the insights and decision-making power you need to drive better outcomes for your business.

Explore modules
CASE STUDY

Over 6,5 million of overnight stays per year

Find out how our client Valamar has created a memorable stay for millions of guests with the help of CRM solution.
Read Case Study
  • True 360° guest view
  • Reservations and stay support
  • PMS integration
  •  Intelligent guest record identification: central guest profile created using the data collected in PMS during the reservation process
  • 360° for B2B partners
  • Guided sales process (agencies, partners, multi-reservations, allotments)
  • Proposal and contract templates
  • Stop booking notifications after sold-out capacities
  • Productivity targets and goal management
  • Office 365 integration (productivity tools)
  • Managing conference and event rooms (MICE)
  • Guided sales process (agencies, partners, multi-reservations, allotments)
  • Proposal and contract templates
  • Stop booking notifications after sold-out capacities
  • Productivity targets and goal management
  • Office 365 integration (productivity tools)
  • Managing conference and event rooms (MICE)
  • Manage members
  • Track score and rewards
  • Manage promotions through vouchers
  • Portal for guests
  • Omnichannel reservation center support (chat, E-mail, social, calls, web)
  • Unified front-end user interface for agents
  • Support for key business processes (reservations, cancellations, changes) integrated with PMS
  • Complaint management
  • Integrated BI solution
  • Booking channels reports
  • Enquiry reports
  • Marketing analytics
  • Ad-hoc reporting for corporate decision makers and data analyst
  • Custom report engine for personalized reports and metrics
  • Event-based campaigns for notifications sent before, during and after a stay
  • Advanced segmentation and guest profiling
  • Advanced campaign response tracking based on reservation and stay date
  • Digital marketing automation

Map out customer journey

Track and analyze all interactions with guests, ensuring a seamless and personalized experience.

Inspiration

Begin building relationship with your guests from the very beginning - make an impact with full omnichannel support.

Decision

Help your guests find the right offer that will meet all their criterias, answer additional questions and direct them to the final step.

Pre-stay

Leverage the data you have on your guests before they arrive at property and deliver personalized and relevant messages.

Arrival

You already have all the information you need to make an arrival personal. Offer additional services and make the guest feel welcome and special.

On-property

With Hospitality.CRM you can easily identify the next best offer based on your guest's preferences and interests.

Departure

Your guests are the most reliable source of information. Use the opportunity to capture their preferences, consents and opinions.

Post-stay

With all the information in one place, it's easy to stay in touch. Customer care and loyalty activities will keep your guests' memories alive.

Delight your guest through an effective customer journey

Entire customer journey at hand and advanced business analytics empowers you to boost guest loyalty and increase your revenue.
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