introducing suitecrm for hospitality

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Introducing SuiteCRM June 18, 2010

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Manage your customers or watch them disappear

• Retain existing customers and capture new customers

• Increase value of existing customers

• Study, segment, and execute innovative strategies

• Drive sales through more effective target marketing

• Make better, more profitable decisions

• Maximize the value of your existing customer data

• Be proactive with customer relationships

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Critical Challenges to CRM Success

General CRM Challenges

• Pipeline & Performance Reporting

• Tracking Sales Activities and Interactions

• Customer Analytics for Innovative Segmentation and Campaigns

• Measure & Track the Effectiveness of Sales Team & Marketing Efforts

• Standard Sales Processes

• Self-service Access to Marketing Collateral

• Mobile Access to Customer Data

• User Adoption

Hospitality CRM Challenges

• Integrating with Folio & Other Hospitality Systems

• Not a Typical Order to Cash Process

• Complex Distribution Channel Model

• Managing National and Local Accounts Across Large portfolio

• Sales and Marketing Don’t Collaborate

• Unique Hospitality Pricing Model

• Managing Group Blocks and Events

• Not Marketing to Top Tier Accounts

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CRM Maturity: Where are you?

Level:0No CRM in Place.

Flying blind

Level:1CRM is expensive

Rolodex

Level:2Deployed to Sales Managing Sales

Processes

Fragmented Processes

No Collaboration with Marketing

Level:3CRM True enterprise solution

Standard ProcessesCollaboration with Marketing

360 View of CustomerCampaigning to top-tier accounts

Integrates with critical systemsHigh Data Quality & Integrity

Maturity

Time

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Microsoft’s Vision for CRM

Deliver an easier and more natural user experience

Deliver highly configurable workflow

and analytics

Works the way your business does

Deliver a flexible platform that

simplifies integration

Works the way technology should

Works the way you do

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• Over 15,500 customers

from small to enterprise

• Over 750,000 users in more

than 80 countries

• Global network of software

and services partners

• Fast, flexible, and affordable

• Full CRM suite of marketing,

sales, and service

• Native Office experience for

rapid adoption

• Multi-language with more

than 25 languages

• Advanced SOA / Web

services architecture

Microsoft Dynamics CRM at a Glance

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Where Microsoft Dynamics CRM Meets Hospitality! SuiteCRM

The GuestNational, Regional & Local Accounts

B2B Direct-to-Consumer

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SuiteCRM delivers critical functionality to drive the business

B2B – Managing Sales to top tier

accounts

Database Management of

National Accounts and local accounts

Integration of Folio data to report actual sales to target sales

Other Critical App and data integration

for a complete message

Integrated Email Marketing

Low-cost, high-value communications

Spam/Blacklist Protection

Pre-designed email templates

List Management Tools

Guest Relationship Management

Comprehensive view of guest preferences

(guest360)

Tasks and Activities control

iPhone/Blackberry compatibility

Database Management

Workflow Automation

Other Hospitality Features

Guest Loyalty and rewards

Occupancy Reporting (ADR, RevPar, ALOS,

FOS)

Pre-Configured Integration tools

Group Sales and Events Management

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SuiteCRM Conceptual Architecture

Leverages familiar tools you likely own

Batch, OnDemand & real-time capability

Industry standard toolset

Seamless integration to a business’s critical applications

Flexible to address any unique requirements

Scales able for Mid-market and Enterprise organizations

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Best Of Breed Internet Marketing

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E-Mail Marketing

• Inside CRM

• Use CRM fields

• CRM Marketing Lists

• Test sends

• Fast results

• Track Web Pages

• Bounces

• Unsubscribes

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What's new39%

Videos22%

Webinar11%

Main-ten-ance28%

Marketingknows what’s working

Salesknows who to call

Lead Capture

• Immediately update CRM• Create Contacts or Leads

• Update any field data• Duplicate check

• Tracks visitor

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Hard to plan & execute:

• Wait, or ad-hoc result reporting

• Aggregation of final results

• Distribute to sales for follow-up

• Try to correlate responses/revenue

• Argument ensues sales-marketing

• Lost revenue, wasted time & focus

• Contact database

• Excel exports

• Import into email system

• Planning docs on network drives

• Decide who manually processes

• Launch campaign

Hard to analyze & follow up:

E-Mail Marketing

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… who is this person?… what company?… are they in the buying cycle?… which campaign triggered the visit?

Web analytics is great … but, what if you knew more?

Web Intelligence