01 Before your guest arrives
Booking confirmation for hotel
Customisable email depending on rates or customer segments.
Includes emails to validate a cancellation or a change.
Goal: Take control of customer relations from the very first day.
Pre-welcome
7 days before they arrive, the CRM reassure your customer and create a human relationship.
Goal: Cut down on cancellations and reassure your customer.
QUESTIONNAIRE
Getting ready for your client's stay
Allow your guests to express themselves and let you know what their needs are.
Goal: Anticipate their needs and get an exceptional experience ready for your customer.
CONCIERGE
Upselling
Elegantly offer additional services such as your restaurant, spa, room upgrades, etc.
Goal: Increase your hotel revenue.
QUESTIONNAIRE
Pre check-in
Accelerate customer check-in by getting them to pre-fill the necessary administrative information so they can go straight to their room on arrival.
With the Experience Hotel CRM: save and make time for your receptionists.
Goal: Make check-in smoother for better customer satisfaction.
02 During their stay
APPLICATION
Check-in app for your tablet
A fully customisable check-in questionnaire for your guest.
Get the essential information.
Goal: Get 100% of customer emails.
CRM BACK OFFICE
A unique view of the specific customers in your hotel
A businessman looking for a business contract, an keen traveller in your region, and more besides.
Seize opportunities to create loyalty as they arise.
Goal: Identify potential opportunities for loyalty.
SURVEY
Feedback during your customer's stay
Your customers don't always tell you everything.
Using a minimal survey, detect issues quicker than ever.
Don't let any customers leave your hotel unsatisfied.
Goal: Prevent bad comments on the internet.
03 After their stay
QUESTIONNAIRE
Satisfaction Survey
See your hotel the way your customers see it; what you have to improve, what people really like.
Pin down what your customers liked about your surroundings so you can better advise your future customers.
Goal: Become truly aware of your own bad points and strong points and be able to act accordingly.
E-REPUTATION
Dynamize your e-reputation
As it is perfectly integrated into TripAdvisor, Google and Facebook, Expérience collects your customers' experiences and posts them on the biggest feedback platforms.
Goal: Automatically share your customers' experiences on TripAdvisor and Google.
EMAILING CAMPAIGNS
Cut down on commissions
The Experience "CRM" is dedicated to the hospitality industry. It encourages your customers to make their next booking directly via your site.
By smart communication, Expérience ensures that every customer remembers your hotel when they are thinking of a new booking in your area, up to a year after they leave.
Goal: Directly create customer loyalty.
04 Customers loyalty
EMAIL CAMPAIGN
30 email scenarios at your disposal
National days, public holidays, birthdays, etc.
Each event has its own comms campaign, to make sure your customers remember you.
You can also compose your own custom campaigns at any time.
Goal: Make your e-mail campaigns as easy as possible.
IMPROVED CUSTOMER DATABASE
A segmentation tool specially designed for the hotel industry
Type of traveller, nationality, whether they know the region or not, date of birth, etc.
The more you know about your customer, the more targeted, accurate and effective your communication will be.
Goal: Take advantage of 100% of your customer base.
ARTIFICIAL INTELLIGENCE
A fully automated customer tracking system
Ability to maintain contact for up to 3 years after your customer checks out.
You will never again have to worry about your email campaigns, as the “Expérience Fidélité” (Loyalty Experience) option will do it for you.
Goal: Increase your percentage of loyal customers and cut down on your commissions.
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