InspireXT helped a Global Hospitality Academy
Enhance service efficiency and lead conversion.
Challenges
Our client is committed to delivering top-notch hospitality services that cater to the needs of their clients, whether it’s in the form of high-quality guest services, event management, or employee training.
- Manual Tracking
Customer service was managed through Excel sheets, leading to inefficient tracking and lack of CRM for streamlined operations. - No Lead Conversion Insights
Leads were collected in Excel but lacked analysis on conversion rates, limiting business growth. - Disconnected Communication Tools
The toll-free call system was separate, making it difficult to track and manage customer interactions in one place. - No Unified Customer Profile
Customer data was scattered, preventing personalised support and a complete view of customer history. - Decentralised Quotation and Reservation Management
Quotes, reservation updates, and cancellations couldn’t be managed in the same system, and customer feedback wasn’t linked to profiles for better insights
Solution
- Unified Customer and Reservation Data
Integrated Salesforce with the website and reservation system, giving the sales team easy access to room availability and reservation statuses in one place. - Centralised Communication
Integrated the call system (Avaya) with Salesforce, allowing agents to manage calls and track call history directly within the system. - Complete Customer Profile
Created a 360° view of each customer, where agents can see reservations, enquiries, feedback, and call history all in one place. - Streamlined Quote Management
Quotes are now generated in Salesforce and sent directly to customers via email, simplifying the process. - Efficient Reservation Management
Automated reservation and cancellation processes to manage directly within Salesforce, improving efficiency and customer service.
Results
- Improved Sales Performance by approx. 23%: Enhanced tracking of sales agents’ performance, enabling quicker responses to customer inquiries and consolidating all service requests on a single platform.
- Improved End-Customer Experience approx. by 37%: Enhanced personalisation and streamlined processes allow for better customer interactions, resulting in higher satisfaction and loyalty.
- Self-Service Chatbot: A chatbot integrated on the website allows customers to make or update reservations and process payments independently.
- Streamlined Reservation Process: The integration of room rates and availability within the CRM eliminates the need for a separate Property Management System (PMS), streamlining the booking process. This enhancement has resulted in an approx. 31% increase in room reservations.
The Opportunity
Our client is committed to delivering top-notch hospitality services that cater to the needs of their clients, whether it’s in the form of high-quality guest services, event management, or employee training.
- Manual Tracking
Customer service was managed through Excel sheets, leading to inefficient tracking and lack of CRM for streamlined operations. - No Lead Conversion Insights
Leads were collected in Excel but lacked analysis on conversion rates, limiting business growth. - Disconnected Communication Tools
The toll-free call system was separate, making it difficult to track and manage customer interactions in one place. - No Unified Customer Profile
Customer data was scattered, preventing personalised support and a complete view of customer history. - Decentralised Quotation and Reservation Management
Quotes, reservation updates, and cancellations couldn’t be managed in the same system, and customer feedback wasn’t linked to profiles for better insights
The Solution
- Unified Customer and Reservation Data
Integrated Salesforce with the website and reservation system, giving the sales team easy access to room availability and reservation statuses in one place. - Centralised Communication
Integrated the call system (Avaya) with Salesforce, allowing agents to manage calls and track call history directly within the system. - Complete Customer Profile
Created a 360° view of each customer, where agents can see reservations, enquiries, feedback, and call history all in one place. - Streamlined Quote Management
Quotes are now generated in Salesforce and sent directly to customers via email, simplifying the process. - Efficient Reservation Management
Automated reservation and cancellation processes to manage directly within Salesforce, improving efficiency and customer service.
The Outcome
- Improved Sales Performance by approx. 23%: Enhanced tracking of sales agents’ performance, enabling quicker responses to customer inquiries and consolidating all service requests on a single platform.
- Improved End-Customer Experience approx. by 37%: Enhanced personalisation and streamlined processes allow for better customer interactions, resulting in higher satisfaction and loyalty.
- Self-Service Chatbot: A chatbot integrated on the website allows customers to make or update reservations and process payments independently.
- Streamlined Reservation Process: The integration of room rates and availability within the CRM eliminates the need for a separate Property Management System (PMS), streamlining the booking process. This enhancement has resulted in an approx. 31% increase in room reservations.
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