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Streamlined Room Reservation Process with A CRM-Based Centralized Room Reservation System


Room Reservation System for Hospitality Service Providers

Project

Business Scenario

Customer Size Country Domain Technology

The client’s hospitality division wanted to position itself as one of South East Asia's largest hospitality and leisure solution providers by serving customers globally. It had tie-ups with leading hotel and resort brands in the world and provided satisfactory support services to its 300,000 members with 24/7 call-center operations running in 22 different languages.

Details Medium Singapore Hospitality Dynamics CRM

To serve thousands of customer reservation requests, the System Admin, CEA (Customer Experience Ambassador), Leader and Inventory Team worked relentlessly to identify room inventories and update the same in a PHP based legacy system after sorting available rooms in excel sheets. Manual mapping of the available room inventories with reservation requests in CRM consumed a lot of time. Since, the processes were carried out in disparate systems with no actual alignment, staff faced issues like: The issues in responding to customer reservation requests on time

Booking and Service Management Application Hosted in CRM Client

Profile A premier lifestyle and hospitality service provider operating in Singapore for more than 11 years provides plush accommodation, leisure and vacation choices across various parts of the world. With offerings like holiday packages, hotels & resorts, club memberships and wellness centers, client successfully served more than 300,000 members worldwide.

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Multiple location based inventory management resulted in bottle-neck as there lack of clarity at staff level globally Issue of double booking raised maintenance and rework costs

They hired Cygnet Infotech after exploring our expertise in Microsoft Dynamics CRM for both On-Premise and On-Cloud and learning about our Silver competency as a Microsoft Mid-Market Solution Provider.

Team worked relentlessly to identify room inventories and update the same in a PHP system after sorting available rooms in excel sheets


Room Reservation System for Hospitality Service Providers

Cygnet’s Solution Our CRM consultants learnt the processes and performed comprehensive gap analysis of the existing PHP system and after close examination, single solution on Dynamics CRM and a Booking Application hosted on the Dynamics CRM was proposed to solve all their current issues. After the client approval, the project was executed in the following manner: To centralize all the processes and to integrate all the room inventory management processes, the existing inventory set-up process was migrated from PHP to Dynamics CRM Post migration, certain customization was done to aid the members perform inventory adding task seamlessly. An Inventory Set-up Module with fields like inventory code, unit value, check-in/check-out dates, number of nights’ calculator, set-up discard reasons, was developed which allowed the staff to add accurate room availability information. The module also included the facility to view, edit and import available inventory lists as per the user roles

Benefits Streamlined Room Reservation Process Better Productivity & Reduced Costs 80% operations were automated

Dynamic Calendar Conflict Management

Customer Portal Inventory Management

Ticketing System Extensive Search Feature

To avoid duplicate entry and double-booking, the conflict management feature allowed System Admin to merge and update the data uploaded by CEA team before final submission in the system To help the members manage room reservation tasks easily, a dynamic calendar was developed that displayed different colors depending on Request Status and Respond Status To develop and customize this whole system, Cygnet worked dedicatedly for six months.

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The solution significantly reduced 50% of time consumed in updating databases and processing reservation requests Reduction in human resources cost up to 30%

To upload room inventory in associated brands of hotels and third-party hotels, a QVI and Cross-use feature was developed An expansive Search feature was integrated to allow users to search for room inventories in a particular hotel. Several criteria such as, calendar to select check-In and check-out dates, country drop-down, hotel/resort name, reference code and unit type were provided. Besides, an Inventory Request feature was developed in case the CEA failed to find an inventory in a particular list

The centralization of processes united all the team members on a single platform which reduced the internal chaos and streamlined room reservation processes

Cygnet Dynamics CRM Solution


Room Reservation System for Hospitality Service Providers

For more information, please visit www.cygnet-infotech.com or email inquiry@cygnet-infotech.com

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Room Reservation System for Hospitality Service Providers - Microsoft Dynamics Consulting  

Our CRM consultants learnt the processes and performed comprehensive gap analysis of the existing PHP system and after close examination, si...

Room Reservation System for Hospitality Service Providers - Microsoft Dynamics Consulting  

Our CRM consultants learnt the processes and performed comprehensive gap analysis of the existing PHP system and after close examination, si...

Profile for hhjani
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