Achieving client service excellence in hospitality, travel, and leisure does not end when a guest checks-out from a resort, ends his trip, or leaves from a theme park or golf course.
Client service excellence starts from the moment of prospecting and should be a never ending journey. Hospitality, travel and leisure providers need to invest in CRM platforms to better nurture prospects and clients, achieve dynamic client segmentation, manage marketing operations, and obtain the intelligence needed for defining strategies and tactics channeled towards the most valuable clients and prospects, thus transcending the basic functionalities provided by regular industry solutions.
Dot.Cy’s CRM solutions, with a holistic customer 360 degree views and a customer centric approach, are based on Microsoft Dynamics CRM and are purpose-built and provide a solid foundation for addressing the industry’s specific requirements and pain points. They can address the challenges faced by hotels and resorts, travel and tour operators, airline companies, theme park operators, and leisure park owners.
Our consultants can help you automate your sales, marketing and customer care processes and implement your CRM strategy on a reliable and robust platform, on the cloud or on premise.
Dot.Cy’s CRM solutions for Hospitality, Travel and Leisure, enable your organization to automate sales processes related to the management of individual clients as well as corporate accounts. Our solutions can empower your sales agents to use intuitive tools for tracking prospects, managing existing clients and client interactions, monitoring opportunities and the sales pipeline, managing quotations and client contracts, and having access to a holistic view of the sales cycle.
Client and prospect profiling, capturing client preferences, and transaction and interaction history, will enable you to dynamically segment your client base and apply sales strategies tailored to each individual segment. Bundled analytics, KPIs and dashboards will transform raw data to meaningful business intelligence, allowing you to better understand your clients’ behavior, sales team performance, and organizational effectiveness.
Integration with Property Management Systems, ticketing, and other transactional systems can help you set targets and monitor actuals, review and incentivize performance, and create revenue forecasts.
Management of online and offline campaigns requires team work, integration with external systems, and data visualizations for monitoring a campaign success and ROI. Dot.Cy’s solution provides the platform and standard processes for campaign planning and budgeting, campaign approvals, and campaign execution. Integration with your data warehouse and other transactional systems enables production data to be linked to the originating campaign, thus measuring the bottom line of your marketing efforts.
Rich client profile and segmentation information is at the core of targeted and personalized email marketing campaigns and surveys.
Dot.Cy’s solution provides the tools for the management of email templates, email personalization, email distribution, and monitoring of email open rates and click-through information. The moment a client or prospect reads an email or clicks on a link, a CRM audit record is captured in the database. Such information allows you to better understand client behavior, trigger automated communications, and evaluate the effectiveness of your electronic campaigns.
A survey management engine forms an integral part of the platform and allows you to define survey questions, distribute them to a targeted group of prospects and clients, and monitor results in real time.
With Dot.Cy’s industry-specific CRM solution, the 360 degree unified view of client information becomes a reality. Client data managed directly in the CRM platform blends with 3rd party data, survey responses, requests submitted via web site forms, customer preferences, email, SMS, chat, and other types of interactions. Having access to such a rich repository of information, client service agents can resolve issues and client requests more efficiently. An embedded agent scripting engine allows call center managers to standardize the handling of common requests. Complaint and service request management leverages on the strong capabilities of the Dynamics CRM workflow engine. Information captured in the system can trigger auto-assignment and escalation workflows, SLA alerts, and other automated processes.
Dot.Cy’s portfolio of CRM solutions includes specialized features for managing loyalty programs. Unifying Loyalty Management and CRM, both in terms of strategy and systems, increases the success of client acquisition and retention programs. Dot.Cy’s Loyalty Management System (dotLMS) is based on Microsoft Dynamics CRM, and also includes a member portal, where the client can access and manage his points and request points redemption by placing gift orders, and a partner portal, where partners can access and manage their inventory and fulfill the received gift orders. It covers the complete lifecycle of loyalty management – from member acquisition and retention to client behavior and loyalty program performance analytics. Processes related to managing members, tiers, promotions, redemptions, and partners are available to business users via easy to use modules thus removing dependency on technical resources. The provided rule-based engine for defining personalized and innovative promotions in an intuitive manner dramatically decreases the complexity traditionally associated with such processes.
Dynamics CRM can operate from within Microsoft Outlook, with over 500 million Outlook users worldwide, any major web browser or mobile device. Embedded KPIs, dashboard designers, report wizards and a wealth of out of the box reports and visualizations bring business intelligence at your fingertips. And with a user friendly interface and the choice of solution language, you will be providing your people with a leading CRM solution that is the most convenient for everyone.
Other Key Features
Role based security to control record level and field level access
Comprehensive data auditing engine
Prospect and Client profile completeness scoring for improving data quality
Point and click configurations
Call center interface and customer portal integration
Native Microsoft SharePoint integration
Standard connectors with industry leading platforms
Web service based APIs for ready and robust integration with external systems
Selected Clients (Hospitality, Leisure and Travel Industry)