InspireXT helped Hospitality Group
To streamline operation and improve sales performances
Challenges
Our client is a renowned hospitality group in India that focuses on eco-friendly and sustainable tourism. Originating from India, our client has earned a reputation for offering unique, immersive travel experiences that emphasise environmental responsibility, local community involvement, and cultural authenticity.
- 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 personalized support and a complete view of customer history. - Limited Reservation and Feedback 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, giving the sales team easy access to room availability and reservation statuses in one place. - Centralised Communication
Linked the call system (Ozonetel) 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
Reservation cancellations and updates can now be handled directly within Salesforce, improving efficiency and customer service.
Results
- Improved Sales Performance Analytics: Enhanced tracking of sales agents’ performance, enabling quicker responses to customer inquiries and consolidating all service requests on a single platform.
- Self-Service Chatbot: A chatbot integrated on the website allows customers to make or update reservations and process payments independently.
- Streamlined Reservation Management: Room availability and rates are now accessible directly through the CRM, eliminating the need for sales agents to check separate systems like the PMS.
The Opportunity
Our client is a renowned hospitality group in India that focuses on eco-friendly and sustainable tourism. Originating from India, our client has earned a reputation for offering unique, immersive travel experiences that emphasise environmental responsibility, local community involvement, and cultural authenticity.
- 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 personalized support and a complete view of customer history. - Limited Reservation and Feedback 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, giving the sales team easy access to room availability and reservation statuses in one place. - Centralised Communication
Linked the call system (Ozonetel) 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
Reservation cancellations and updates can now be handled directly within Salesforce, improving efficiency and customer service.
The Outcome
- Improved Sales Performance Analytics: Enhanced tracking of sales agents’ performance, enabling quicker responses to customer inquiries and consolidating all service requests on a single platform.
- Self-Service Chatbot: A chatbot integrated on the website allows customers to make or update reservations and process payments independently.
- Streamlined Reservation Management: Room availability and rates are now accessible directly through the CRM, eliminating the need for sales agents to check separate systems like the PMS.
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