Wondering if your booking services would benefit from CRM software? Here is how it works! A cloud-based CRM booking platform integrates everything from capturing leads to client communications and final booking transactions. The CRM platform takes you closer to your potential customers so much so that with every booking, you make a customer and not a sale!
How CRM creates a win-win situation
CRM software automates the creation of custom packages for the hospitality sector. It weighs each factor before calculating the total package price. CRM integration with a cloud database facilitates instant access to the entire client data and other information based on any previous booking experience or interactions. Even details like client preferences and dislikes, or what exactly the client is searching for on the website, are instantly updated since every little information makes a great difference while converting a lead.
Successful booking is the result of prompt responses to client queries, faster quote generation, and the most accommodating package recommendations. The pricing algorithm of CRM evaluates and estimates the combined pricing that includes diverse factors including seasonal demand, number of guests, offered facilities, food features, vacancy, taxes, all of which help in formulating a win-win situation.
How CRM converts the lookers into bookers
The CRM software updates any incoming bookings from multiple online and offline channels, making necessary information such as taxes, fees and regulatory information available on a common interface. It recommends the best possible option to the customers and allows communicating with them through live chat in order to maximize the chances of a booking.
CRM allows the sales team to check the availability of rooms and other properties while they are on-the-go. Segmented email communications and offers increase a sales representative’s booking capacity. The platform also allows them to upsell other offerings and services by creating package deals like complementary meals, drinks, etc.
How CRM makes a difference in customer care
The hotel-specific CRM software helps in sending customized confirmations, pre-arrival and thank-you emails. It can set and automatically deliver trigger-based emails to specific segments of the database. In short, the CRM has the ability to create brand recognition for an organisation by sending relevant messages and content to the guests and prospects, and making it possible to have personal interactions with them, which also helps in tracking customer trends and incorporating them into marketing plans.
How CRM-assisted marketing campaigns can boost bookings
CRM systems used for hotels help in gathering customer information, including customer contact details, frequency of visits, preferences, average spend per visit, etc. These details, when linked to the sale software, can provide valuable insights on issues like popularity of a menu, unprofitable menus, or why one franchiser is performing better than the others, etc. Armed with these insights, a CRM solution helps in developing strategic promotional campaigns such as floating value-added offers or sending a coupon or voucher via text message, which the customer can then redeem on their next visit. Such marketing campaigns, coupled with unmatched customer service, have found to work wonders for booking services.
How CRM helps in customer retention
Every customer you ‘keep’ is one less that you need to ‘find’. Customer retention is as important as increasing the booking services in the hospitality sector. Facebook marketing with CRM allows a customer to make reservations and inquiries through Facebook and then correspond via email. It assists in hassle-free and secure payments by integrating seamlessly with multiple payment getaways. On arrival, the customer is welcomed by a staff member who is well briefed about the reservation details and their visit history. Later, the customer can be offered with personalized discounts that encourage revisits or referrals.
Creating a wonderful customer experience will keep them coming back! A CRM solution also provides other useful functions, such as ‘Customer feedback/suggestions’ and ‘Customer complaints’, which promotes a positive relationship between the hotelier and the customer. With the use of cloud CRM software, quick responses to any complaints or feedback through a voucher or complimentary meal can please a dissatisfied customer.
A satisfied customer makes for a walking advertisement while an unhappy customer is the greatest source for learning!
Therefore, CRM, when implemented well, can provide the hospitality industry with a significant boost in overall bookings and revenue. In short, it increases revenue from all sources – particularly from direct bookings – and ensures that your business keeps ticking with the changing trends.