Give your customers an unforgettable welcome!
With Experience CRM, anticipate your customers’ arrival time and enhance their experience from the moment they check in! Reduce waiting times and start building lasting memories as soon as they arrive.
Find out how to anticipate your guest’ arrival time !
It’s free and there’s no obligation!
WELCOME
A warm welcome is the first step in creating an exceptional experience and setting the tone for an unforgettable stay.
AVAILABILITY
You play an essential role in improving your customers' experience. Free up your time to serve them better!
PERSONNALISATION
By remembering their needs and preferences and personalising your services, you create memorable stays.
EXPERIENCE
The ultimate goal is for every customer to leave your establishment satisfied enough to recommend you or, better still, come back!
Customer journey: identify the different contact points
In the hospitality industry, first impressions are essential. From the moment a reservation is made, every interaction counts. Find out how our CRM helps you identify and optimise the multiple points of contact with your customers, creating memorable experiences from the very first moment.
Before the stay
From the moment of booking, establish early contact to build a solid relationship.
Personalise the customer experience by identifying their needs and preferences before they even arrive!
During the stay
Focus on inhouse customers! Simplify your processes and free up time to improve customer satisfaction.
Avoid problems, bad experiences and negative comments.
After the stay
Even an exceptional experience is only fully successful when you stay in touch with your customers to build loyalty.
The ultimate goal: to keep your customers coming back and recommending your hotel.
1. Prepare your customers' stay in advance
Anticipation is the key to offering your customers an exceptional experience. Before they even arrive, customise each stay to meet the unique needs of each customer.
Create a tailor-made experience, guaranteeing customer satisfaction right from the start.
Our products :
- Booking notification: As soon as a reservation is made, our CRM initiates the customer relationship by automatically sending an e-mail. This first interaction ensures your customers a personalised experience from the moment they book.
- Pre-stay form: A welcome e-mail is automatically sent few days before guests arrival, offering additional services (complimentary or upsell) targeted to their profiles.
- Pre-check-in: our CRM saves you time by allowing customers to fill in their arrival forms in advance. This means that during check-in, they avoid queuing, guaranteeing a smooth experience at the desk.
2. Focus on existing customers
When your customers are on site, every interaction must be smooth and pleasant.
From check-in to concierge services, to real-time quality control, our CRM frees up your teams’ time, enabling them to focus on the customers who are there, while helping you prevent bad experiences and negative feedback.
Our products :
- Check-in on a tablet: offer your customers the option of checking in on a tablet, from the comfort of the lobby or with a cup of coffee at the bar, without having to wait at the desk. Give them a no-wait arrival experience!
- Room Directory : Our Room Directory connected to the customer profile makes it easy to order extras.
- Quality control: sent automatically while the guest is in the hotel, it enables potential problems to be identified and resolved in real time, before the guest leaves.
3. Building customer loyalty
Loyalty is the key to long-term success. After your stay, our CRM helps you maintain the link.
Today’s customers are swimming in a sea of advertising and competing offers such as Booking.com. If you, as a hotelier, don’t take steps to stay present in this environment, you risk being forgotten.
Stay present in your customers’ minds. Remember, even after a successful experience, your customers won’t automatically come back if you don’t keep in touch!
Our products :
- Satisfaction survey: Our CRM system systematically sends a satisfaction survey to all your customers after their departure to gather their impressions. You can then analyse the results, gain a better understanding of your customers' expectations, and make improvements to your hotel accordingly.
- Reviews: After the satisfaction survey, our CRM encourages customers to share their experiences on the platform of your choice (TripAdvisor, Google, etc.).
- Thank-you e-mail: At each departure, our CRM sends a thank-you e-mail with a promo code, to show your appreciation to your customers and encourage them to return.
- Loyalty program: Systematically sending badges, rewards and promotional codes based on your customers' stay history encourages loyalty!
- Newsletter: Our CRM automates the sending of e-mails and offers from over 50 customisable scenarios. You can also take advantage of an intuitive, ergonomic mail builder for additional one-off mailings.
Find out how to anticipate your guest’ arrival time !
It’s free and there’s no obligation!