July 29, 2015 – Munich, Germany – Serenata IntraWare, one of the leading CRM providers (customer relationship management) for the hospitality industry, teams up with TrustYou, global leader in online reputation management (ORM) software, to launch the first ever solution that allows hotels to combine online reviews and social media feedback with reservation data. Dubbed “ORM meets CRM,” the solution allows hotels to truly personalize their guests’ experience throughout all phases of the customer journey.
“This partnership has allowed Serenata to further enhance its already rich customer database with feedback directly from guests, and it provides our hotel partners with a platform to store such valuable information against guest profiles. Profile specific reviews enable hotels to gain deeper insights about their guests and help them to personalize each guest’s experience. By gathering guest specific feedback from TrustYou, we are making it easier for hotels to engage with their clients so that travelers always enjoy their stay,” said Dieter Dirnberger, President of Serenata.
Lindner Hotels & Resorts, with 34 hotels across 7 European countries, was one of the first to integrate this solution, taking its service to an entirely new level. The hotel group has enriched its guest profiles and has created VIP reports based on TrustYou’s online guest survey feedback. The feedback is sent to Serenata’s CRM and is ultimately displayed on Lindner’s CRM dashboard. As a result, when a guest checks-in, Lindner employees have immediate access to a report detailing what guests have said about their past stays at Lindner Hotels. Guest Service Agents now have the ability to thank guests for their feedback and address concerns that may have come up during their past stays so that the “wow” factor is always guaranteed.
“With this integration, we’ve been able to truly customize our guests’ stays based on their feedback. We have successfully merged all the valuable data about our guests into one platform that has allowed us to review guests’ past comments prior to arrival, make changes to their guestroom experience or review notes about their preferences in service style. It has allowed us to deliver exactly what the guest is expecting—or, ideally, more,” says Gunnar von Hagen, Corporate Director of Operations and Central Project Management for Lindner.
It would be easy to think of this integration as a digital data solution, but it is fundamentally a way for hotels to truly personalize their guest service. Hotel staff is now empowered to provide customized service based entirely on the guest’s previously expressed feedback.
“Most guests don’t expect perfection, but they do expect to be heard. This cooperation allows guests to not only feel heard via a survey, but then to have their feedback validated in person right at check-in, fundamentally provides a much more fluid guest experience,” says Benjamin Jost, CEO and co-founder at TrustYou.
Find more information about ORM Meets CRM here.
