The callenge
Hotel X, a full-service luxury resort in Toronto, wanted to execute data-driven marketing campaigns to increase guest retention. The problem was that the data in their Salesforce CRM wasn’t syncing with their property management system, Oracle OPERA PMS. Guests at Hotel X could enjoy a suite of activities during their stay - multiple restaurants, a 90,000-square-foot fitness facility, a kids play center - but hotel staff couldn’t see a historical record of these activities. With no historical record, staff couldn’t understand guest behavior and anticipate needs, which was crucial information for successful marketing campaigns to both engage return guests and attract similar guests.
The solution
To solve this problem, Hotel X partnered with Hapi, the hospitality industry’s leading data integration platform, to solve this complex challenge. Hapi’s team of hospitality tech experts collaborated with the Hotel X team to implement Hapi Guest, a native Salesforce application that provides a real-time view of historical guest data. Through Hapi Guest, Hotel X was able to establish a real-time single source of truth for guest information for all their staff – from front-of-house to C-suite.
The results
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