Connection and data collection
Turn your scattered information into a usable and optimized database to increase your revenues. It all starts with importing all your existing data into a single database from your PMS, Channel Manager, reputation tracking software, restaurant, spa, public social media data...
Customer email recovery
Take back control of your customer relations and recover all the e-mail addresses! Your database is often full of OTA email addresses and empty emails.
The Hotel CRM “Experience” brings you several solutions to this problem:
PRE-HOSTING SURVEY
Anticipate the needs of your customers and recover the missing e-mail addresses
PRE-CHECK-IN
You save time to your customer and he gives you his contact information
SMS
Contact your customer by SMS to get him to give you his email address again
POLICE SHEET ON TABLET
On the day of arrival, digitize your policy cards to get the latest email addresses
“Thanks to the CRM Experience tools, I went from 28% to 69% of email addresses correctlyfilled out on my customers.
This has allowed me to generate 61,408 € of turnover via my e-mailing campaigns, and thisonly on the last quarter.”
Xavier Delloye, Carlton Hotel
Data centralization
- Contact details
- History of stays (multi-hotel)
- Satisfaction levels
- Preferences and consumption habits
- Typology
- Products and services ordered
- Presence on social networks
- Etc.
Data cleansing
Cleaning your database consists of normalizing and restructuring your customer data. That is to say, making sure that our CRM understands and translates correctly the data it receives.
For example: from one tool to another, if computer characters are misread, “è” may be converted to “à ̈”, “ô” to “Ã'” and “â” to “â”, “é” to “é”, etc.
If you don’t want to end up with a “Leonard” instead of Leonard, this step is necessary. It also allows you to reconcile information that is not always entered in the same way:
- FRA → France
- 65548421 -> 0 33 6 55 65 54 24
- TESS BODIVIT -> Tess Bodivit
The UCR (Unique Customer Reference)
Here is a simple example of duplication:
| Customer ID | First name | Last name | Mobile | Date of birth |
|---|---|---|---|---|
|
PX #1 |
P |
Martin |
+33 6 52 52 72 72 |
|
|
PX #2 |
Patrick |
M. |
06 52 52 72 72 |
28/12/1956 |
The RCU allows to gather the reservations scattered on multiple profiles or hotels under the same customer file, in order to merge, or rather to link in the CRM the various existing cardexes.
How are duplicates identified?
Each time a customer is added to the system or modified, the duplicate analysis is triggered.
The latter will then search for duplicate information among the fields below:
- First name
- Last name
- Phone
- Mobile number in international format
- Country
- Nationality
- Spoken language
- Date of birth
- Date of marriage
- Street number and name
- Zip code
- City
- State
- ID number
Segmentation of your customer database
Your customer data is a real gold mine! Knowing your customers well is nowadays essential to offer a personalized service and customer experience.
Segmentation is the fact of classifying your customers according to criteria (stay history, socio-demographic criteria, behavioral criteria, etc.).
The hotel CRM “Experience” provides you with more than 50 criteria to segment your customers in order to target the right profiles for your communications.
Dashboard
Have a centralized view of all the information collected in your database (fields filled in such as emails, phone numbers, languages spoken by your customers, etc.)
Navigate through your customers’ profiles, view their stay and consumption history in your establishment.
Customer satisfaction and E-reputation: two pillars of success for the modern hotel industry.
Every satisfied customer represents a potential future booking and a potential ambassador for your establishment through online reviews and recommendations. At the same time, a
How to manage several hotels efficiently ?
Managing several hotels is no easy task. You have to balance the needs of each location while maintaining high standards and controlling your finances. Knowing
From partnership to competition: OTAs through the eyes of hoteliers
Exploring the dynamic and sometimes complex relationship between online travel agencies (OTAs) and hoteliers, our series of articles looks at this pivotal relationship that is
