A personalized customer experience from the first reservation until customer loyalty is established.
What is a « CRM for hotels only » ?
A CRM is a tool that handles your customer relations and ensures the ideal customer experience. It isn’t a PMS or a Channel Manager. It captures, segments, personalizes, publishes, and builds loyalty.
- Capture: the contact information collected from each customer
- Segment: customer profiles are segmented according to predetermined criteria
- Personalize: a personalized experience for every step of the customer journey
- Publish: customer comments are published on social media
- Build loyalty: automatic email campaigns to build loyalty
Nonstop support, from reservation to arrival
Reservation confirmations, welcome emails, pre-stay forms, sale of services, pre-check-in, etc.: a collection of simple tools lets you fully anticipate and response to customers’ needs.
A quality customer experience is your top priority. Your customers will notice, and feel that they have made the right choice.
Reduce Administrative Time and Improve Relationship Efficiency
Since 2014, the “Expérience” CRM has been evolving constantly to keep up with the latest developments in hotel management. Now you can use this advanced organizational system, formulated specifically for customer service management in the hospitality industry, to save time, simplify, and increase professionalism.
Forget the Traditional Business/Pleasure Dichotomy.
Influential social media users, couples celebrating a wedding anniversary, business travelers likely to be interested in a corporate contract, frequent travelers to your city discovering your hotel for the first time, etc.
Over 30 different criteria determine the optimal steps to take to create future revenue specific to each customer profile.
Simplify Your Check-In
Whether it’s the GDPR or just the police forms for your jurisdiction, our welcome form tablet application allows you to maintain perfect compliance with current laws.
No more paper storage! Everything is computerized, from your customers’ police forms to photos of their passports.
4 Steps That are Indispensable to Your E-Reputation
- Without an email address, there’s no way to invite them to write a comment.
- Without continuous monitoring of the quality of their stay, you run the risk of receiving a negative review.
- Without providing exceptional customer experience, it’s difficult to receive the kind of scores you need to move up in the ratings.
“Expérience,” the hospitality CRM, puts you in control of the 3 points below so that you can publish comments on social media.
Never Lose Contact with Your Customers
For three years, every customer is analyzed to determine which automatic personalized messages s/he will receive from you.
You maintain an elegant relationship with your clients. They understand and remember the advantages of reserving future stays directly, whether for themselves or for loved ones they have spoken to about your hotel.
Your Former OTA Customers Retained With No Commission
Give yourself every opportunity to get your customers to book directly, and inspire their loved ones to discover your hotel, by:
- collecting email addresses from all your customers.
- providing an extraordinary experience in your hotel.
- using data intelligently to manage your automatic emailing campaigns.
With customer follow-up provided before, during, and after each stay, the hospitality CRM “Expérience” ensures your future profits.