Customer journey

Be by your client's side before, during and after their stay

Support travellers at every stage of the customer journey from booking to retention

Before a stay

PREPARE FOR YOUR CLIENT'S ARRIVAL; START TO UNDERSTAND THEM

Booking confirmation

Start contacting your clients from the moment they book.

“The Experience CRM provides continuity and proper monitoring of client satisfaction before, during and after a stay. It’s like a must-have “brain” working behind the scenes that allows us to:

be quicker;
be more responsive;
and achieve greater satisfaction.

At my hotels, trying to manage the client experience without a CRM would be like trying to manage scheduling without a PMS.”

Julie Palisse – Founder of JPS Hotel Solutions Management company and consultant for 55 hotels.

Pre-stay email

Send your clients a welcome email a few days before they arrive. Anticipate their needs and offer a bespoke experience:

Segmented profiles = targeted offers
Fewer services presented = 6 times more sales

Our pre-stay survey analyses the profile of every client so you only offer them services that suit. Why suggest a romantic dinner to someone travelling solo on business?

Pre check-in

Speed up the check-in process for your clients with pre check-in.

“Many client sticking points can be avoided by improving your communication tools. What the Experience Hotel team does to allow hotels to personalise the service is absolutely fantastic.”

Adele Gutman – VP Sales, Marketing and Revenue at The Library Hotel Collection & Manager at the world’s top hotel on TripAdvisor (2017)

During a stay

DISCOVER WHAT YOUR CLIENTS THINK ABOUT YOU, ENCOURAGE THEM TO LEAVE COMMENTS, AND WIN THEIR LOYALTY DIRECT

Tablet check-in

Allow your clients to complete the check-in form on a tablet, or check in remotely from their smartphones.

This will save your receptionists time and reduce data entry errors.

Concierge

Keep in touch and offer services to suit your clients so they can enhance their stay.

Quality control

Head off negative reviews by automatically sending an email to allow clients to report on their satisfaction in a click during their stay.

30 to 40% of people don’t naturally tend to speak up when there is a problem. Take action by automatically sending a quality control email during your clients’ stay.

After a stay

EASILY WIN CLIENT LOYALTY

Satisfaction survey and analysis

Send all your clients a satisfaction survey after they depart and discover what they think of you.

Analyse the results of your satisfaction surveys and improve your understanding of what your clients need.

Encourage clients to leave a review

Increase the number of comments about your hotel by automatically asking clients to leave a review!

Choose your preferred review platform: Google, TripAdvisor, Booking.com, Expedia, etc.

Thank you email with promo code

Thank your satisfied clients with a promo code!

Loyalty programme

Automatically send your clients rewards from their first stay with you to boost your direct booking rate!

Our CRM uses certain indicators (number of nights at your hotel, amount spent, etc.) to calculate personalised benefits for every client and automatically inserts them into email campaigns you send out.

Of course, these benefits are ONLY available on your website.