kvp for hospitality industry
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TRANSCRIPT
www.kvpcorp.com
KVP’s solution for Hospitality Industry
Jan 2012
Unleash Your Business Potential
Current Challenges in the Hospitality Industry
2
Customer approach
Customer ignorance
Increased Competition – Global players and specialty
resorts
Customer growth
Customer service
handling
Social presence
• Lead assignment (rule based)
• Task management • Lead tracking • Bid preparation• Content repository • Pricing • Approval work flows • Forecasting - Target vs.
actuals • Reporting • Triggers• Product management
KVP offerings for hospitality industry
3
Grow satisfied guest /
customer network
Improve / innovate
Acquire
Understand needs
Satisfaction levels and feedback
• Leads from website• Web ads • Campaigns• Call center (telemarketing) • Booking engine • CRS
KVP offerings for hospitality industry
4
Grow satisfied guest /
customer network
Improve / innovate
Acquire
Understand needs
Account management –
cross sell
• PMS – Guest data • Integrate PMS to CRM• Understand preferences • Report based on triggers
• Materialization data • Analyze and correlate
customer profile and spends
• Capture type of individual and preferences
• Social media interface (Radium 6)
• Ideas on website • Product development
ideas
KVP offerings for hospitality industry
5
Grow satisfied guest /
customer network
Improve / innovate
Acquire
Understand needs
Account management –
cross sell
• Manage priority customer
• Based on preferences and choices – propose products
• Configure campaign lists
• AM tasks • Cross selling plans • Propose and act – than
listen and act • Effective email campaign• Chatter – for internal
communication
Competency : Case study : Royal Orchid Hotels in strengthening revenues, improved guest management and customer satisfaction
6
Royal Orchid CRM highlight:
Lead Opportunity
Quote Booking
Materialization Account
management Sales collaboration -
AMCustomer feedback
Chatter
CRS
Booking engine
Multiple PMS
Cook recipe management
Loyal program
Goal: To make business smarter and focus on building happy customers and happy communities
7
Strategy and process
consulting
People effectiveness
Enterprise Cloud ComputingD
eliverable
Business facts
8
Founded : 2008 Team size: 30 members Focus: Facilitate growth using social enterprise
framework Serviced over 60 + customers across 5 industry
verticals / across established, growing and emerging firms
Philosophy: Business transformation
India’s Emerging Partner of the Year Award by Salesforce.com
KVP Business facts : Industry verticals
9
•Industrial equipment•Fabrication & custom manufacturing•Product manufacturing•Transportation•FMCG & retail•Supply chain and distribution
•IT hardware manufacturing•Software product development•IT services / solutions• R&D services•ITES/ Call Center / BPOs•Networking•Mobile technology
Manufacturing
Technology
Manufacturing Customers
KVP Business facts : Industry verticals
10
•Health care•Health plan•Drug discovery and clinical trials•Pharma and drug manufacturing•Medical equipment
•Large, mid and single property hotels •Real estate
Life Sciences
Hospitality and real-estate
Life Sciences Customers
•Banking services / Microfinance•Insurance•Investment advisory•Venture capital / private equity•Foreign exchange services
Financial services