What is CRM?
CRM entails all aspects of interaction a company has with its customer, whether it is sales or service related. GuestWare® is a Customer Relationship Management (CRM) System that uses technology to streamline processes that impact customer loyalty, service delivery and quality management.
Creating Customers For Life »
Consistent service quality and positive memorable experiences are key factors in creating loyal customers. We believe the hotel operators that can provide consistent service and positive experiences on a large scale will lead the industry. GuestWare® provides guest-centric processes and software tools that enable front-line staff to deliver both. These processes also provide the foundation for an enterprise customer information system and successful one-to-one relationship marketing.
Grass Roots Approach »
Our strategy has always been to use technology at the hotel level to create more guest-centric and proactive business processes. Our grass roots CRM approach involves aligning people and processes. GuestWare® was the first system designed specifically to help hotels deliver consistent quality service for improved guest satisfaction. GuestWare® helps hotels enhance service beyond the capability of most property management systems (PMS) by enabling delivery of the personalized service necessary to create positive memorable experiences.
Guest-centric and PMS Neutral »
Most property management systems are based on transaction-oriented processes such as front desk and reservations. GuestWare® complements PMS and creates guest-centric processes essential for CRM. GuestWare® focuses on collection and delivery of personalized preferences, guest requests, incident surveys and problem resolution. GuestWare® also maintains a PMS neutral position allowing management companies to create consistent enterprise standards for CRM while leveraging existing investments in technology.
One Comprehensive View of The Customer »
GuestWare® links customer sales history with customer service information to provide a single comprehensive view of the customer. This single view provides customer service agents the guest history they need while providing sales and marketing with valuable information for targeted relationship marketing.
Closing The Enterprise Loop »
Once the operational processes and tools are in place at the property level with GuestWare®, the foundation is there to create a centralized customer information system for enterprise customer relationship management. GuestWare Enterprise is a centralized data warehouse that consolidates and redistributes the single customer profile for chainwide guest recognition and marketing.