Sales Management Automation for a Global Hospitality Group

Enabling Effective Cross-sell with a Leading Hotel and Residences Chain

The Challenge / Our Solution / The Results

Broad Customer Base yet Ineffective Cross-Selling

The majority of our Client’s customers are business travellers, many of whom are committed for a long stay.

On a daily basis, our client’s customer data was documented in an ad-hoc environment, in which customer particulars were incomplete and not valuable for further engagement. As a result of cumulative operational inefficiency and management practice, our client was unable to effectively cross-sell their properties despite its global presence and having a large customer base customer base.

Customer service
with intuition

Lead-time savings

Improved cross-selling

The Challenge / Our Solution / The Results

Higher Turnover when Anticipating Customer Needs.

We implemented a complete enterprise solution which has helped them to achieve a leaner sale process, cutting 60% of the former lead time.

The required data input is now 100% accurate due to a proper rule designed, hence enable valuable insights to be generated for sale purposes. Being able to track progress made to each customer engagement allowed our client to monitor property on demand and allocate resources accordingly to reach their revenue target. This approach has contributed to a 30% increase in customer turnover rate.

The Challenge / Our Solution / The Results

How did our client achieve their business objective?

We re-engineered their sales processes to improve cross selling behaviour across multiple properties. Additionally, we integrated SugarCRM as the primary solution working in tandem with their existing property management system. This let our client deliver customer insights to their business units such as Accounts Managers and Management, Account Planning, Sales Activity Management and Opportunity Management to collaboratively drive revenue targets.
The following Services and Solution that were engaged:
  • iZeno service of business process re-engineering
  • iZeno service of technology implementation and integration for SugarCRM, Sugar Mobile and integration to multiple Hotel Management System (existing system)