Customer Relationship Management: Know Your Customer

Libra OnDemand gives you a complete 360° view of each customer, enabling you to build and maintain a strong, lasting customer relationship. Designed as a single or multi-property solution, account and contact data is collected and synchronized with various hospitality management systems, such as PMS, CRS, POS, SPA, etc. This provides you with an integrated solution to manage your company history, travel agency history, sales masters, guest history and booker profiles. The result: your company acquires deep knowledge of every account and contact, while facilitating collaboration and communication across your organization.

Libra OnDemand also provides powerful tools to manage the entire sales process, analyze performance and forecast revenue. Coordinating customer-facing activities and events is a critical part of closing business and managing customer relationships. The sales activity management capabilities help keep your sales reps organized and working together so your customers receive the attention they deserve. You can track tasks and activities, schedule joint meetings, assign tasks to other users and set up activity templates for frequently or automatically assigned tasks. Executives have full information about their team’s accounts and the status of each pending sale.

Libra OnDemand even integrates with social media networks, such as Twitter and Facebook, becoming an integral tool in your marketing strategy and customer communications in order to keep your organization current and competitive. Through social media and messaging, you can efficiently monitor user profiles for service response, communicate price promotions and special package offers, provide concierge services, or even notify guests of reservation confirmations, upgrade offers, room readiness, etc.

Customer Relationship Management (CRM)

• Guest profile management
• Company profile management
• Travel agency profile management
• Guest preferences management
• Tasks and activities scheduling
• Guest comment tracking
• Database management (de-duping, merge records, etc.)
• Sales activity management and reporting
• Revenue targets and performance tracking by account
• Access to customer preferences, email offers, guest surveys and reservations
• Outlook and Google Apps synchronization
• Social media integration (i.e. Twitter, Facebook, etc.)

Use Case: Do you have optimum relationships with your customers?

You are about to welcome a VIP guest to your property. Their reservation record is collected from the PMS and is directly synchronized into their Libra OnDemand customer profile, where you can access their past stays, notes, revenue statistics and social profile. You can also view their stay preferences, by individual property or globally throughout your organization. For example, through Libra OnDemand, you will know that your VIP guest prefers a specific room on the 11th floor of your hotel, enjoys Pinot Noir, and requests extra pillows from housekeeping while staying at your other properties. Then, with this information, Libra OnDemand will automatically send service requests to the various departments enabling you to provide comprehensive guest satisfaction by anticipating and fulfilling these stay preferences for your VIP customer.

You can even communicate directly with your customer through social media from within Libra OnDemand. You may wish to Tweet or SMS all of your in-house guests and expected arrivals of the “Special of the Day” at the Spa, which happens to have several appointment times available. Upon departure, they may choose to post a negative comment about the disorganized Valet staff or a positive review of the helpful Front Desk personnel. Thanks to Libra OnDemand, these comments can be tracked and assigned to the appropriate personnel for direct follow-up. A good score could generate an automatic email, thanking the guest for their feedback and inviting them to share their experience on TripAdvisor.