The hotel industry is one of the fastest growing sectors in the world, with small hotels expected to grow the fastest. However, the industry is not without its challenges. Rise of hotel aggregators that threaten to take away their customers, changing guest expectations owing to the rising millennial population, and irregular cash flows because of unsold inventory during off-season are emerging as key areas of risk.
To rise above these challenges, you have to stay on top of mind of customers at all times. For this, hotel owners should continuously engage with their customers - providing them with tailor-made discounts and offers, besides information on new launches and expansion in new locations.These elements are absolutely key to building your loyalty program.
In order to initiate a personalized engagement with your customers, you must understand your customers better than your competition. A good CRM can get prospects to think about you and deepens your relationship with them, compelling them to come back to you again and again.
With competition on the rise, customer acquisition is a struggle for hotels. Among other things, they need to capture the details of all their potential customers across multiple channels so as to get more leads. Freshsales automatically captures hotel booking inquiries from live chat, email, and web forms.
The hotel CRM also:
Knowing your customers is key to gaining their trust. Understanding their needs to improve their experience will help you earn their loyalty. Freshsales provides a 360-degree view of your guest information, including their pageviews and interaction on your website, conversation history, and the sales activities performed by your agent — all in a neat chronological order. The holistic view gives your agents the much-needed context to make relevant conversations right from the CRM.
To keep your customers at the heart of your business, it's not just enough to manage them. You have to also determine who are the most frequent and most valued customers, and develop those relationships. An important value proposition for hospitality industries is turning one-time customers into repeat customers. Keep customers engaged with effective, personalized communication to improve customer retention. With Freshsales, your sales teams can send relevant messages to prospects based on their inquiries, preferences, and position in the buying cycle.
According to research by Accenture, 89% of customers get frustrated because they need to repeat their issues to multiple representatives. A hotel CRM software like Freshsales easily solves this problem by integrating with customer support software. Your sales teams can address the inquiries of guests at the shortest time possible.
Hotel CRM software can simplify complicated data into visual reports. You will be able to see historic booking channels, lengths of stays, cancellation patterns, prices paid, etc., in different seasons.
“We initially had Salesforce CRM but didn’t really use it. The instance was incredibly complicated because it allows for so much customization that you end up doing nothing.When we explored Freshsales CRM, the first thing I remember saying is, okay, the interface is clean and simple.”
“Over time, Insightly seemed like a basic contact management system, and it didn’t offer much to improve our sales practice. After a while, we practically used it as nothing more than a database. We didn’t really know all the features we needed until we discovered Freshsales. So many new and beneficial features, like email tracking and lead scoring (which was entirely new and fascinating). The bulk editing within the application is a huge time-saver for our campaigns.”
“Prior to using Freshsales, our processes were largely manual. There was a huge risk of deals falling through the cracks. The amount of time we took from analysis to installation was a mess, and we honestly faced a lot of customer-related issues. Today, I can’t tell you how often I hear employees from different departments telling me-Wow! You save me hours every week!”
“For a business like ours with an anticipated high-velocity sales, you only want to make a sales CRM decision once. We explored multiple CRMs before choosing Freshsales. Pipedrive had limited capabilities; we weren’t able to easily track our customer journey end-to-end and spot our best leads. Salesforce was way too complex in addition to being expensive. With Freshsales, the interface is straightforward, we get deeper visibility into our sales pipeline and we’re able to generate powerful reports — in one hassle-free package.”