HOSPITALITY CRM

Delight your guests through an effective customer journey

Comprehensive Customer Relationship Management (CRM) software developed for the hospitality industry with the aim of improving your guest experience. 

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A tailored CRM solution for improving your guest experience

  • Dedicated data model for the hospitality industry enables a truly 360°customer view and a central guest profile 
  •  Integrates with your property management system and central reservation system
  • Unified front-end user interface for agents in the reservation center and omni-channel support
  • Effective support of key business processes (reservations, cancellations, re-booking, changes)
  •  Support for B2B sales processes & loyalty programs
  • Event-based personalized marketing campaigns for before, during and after stay
  • Advanced segmentation and guest profiling and customized business analytics and reporting

Modules and funcionalities

Dedicated data model

B2B sales automation

Loyalty program support

Reservation center support

Reporting & analytics

marketing automation

Dedicated data model

  • 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

B2B sales automation

  • 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)

Loyalty program support

  • Manage members
  • Track score and rewards
  • Manage promotions through vouchers
  • Portal for guests

Reservation center support

  • 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

Delight your guests through an effective costumer journey

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

Inspiration

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

Decision

Help your guests find the right offer, answer additional questions and direct them to the final step.

Pre-stay

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

Arrival

You already have all the information you need to make an arrival personal. Offer additional services to your guests and make them 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. Take advantage of every 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.

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