Why does the hospitality sector need its own custom CRM solution?
Facing stiff competition, changing demands, skill shortages, and cyber-threats, the hospitality sector needs a secure and customizable CRM to help them create custom business processes to nurture prospects into purchases, understand customer needs and provide highly personalized services, handle revenue and billing, guide sales teams with updates, reminders, and notifications on pending activities, tasks, and engagements, and serve as a single source of truth across omnichannel touchpoints.
Key features to look for in a hospitality CRM
- Single source of truth across omnichannel touchpoints
- Leads, deals, accounts, and service management
- Revenue, billing, and payments management
- 360-degree customer insights
- Interoperability with new and existing applications
- Real-time notifications of customer interactions
- Social media management tools
- Channel and partner management
Why choose Zoho CRM for your hospitality business?
Customization
to ensure your CRM is attuned to your business requirements
Mobile apps
so that housekeeping and ground staff can access data on the go
Third-party extensions,
REST APIs, integrations to improve CRM performance
Built-in analytics
to calculate the ROI of marketing campaigns and promotions
An AI-assistant
to assess the best times to contact leads, craft emails, and more
Automation
of mundane tasks to reduce agent workload
Some of the leading hospitality businesses that trust Zoho CRM
How can Zoho CRM help travel, tourism, and hospitality businesses?
Streamline internal workflow
Craft elaborate pre- and post-sales business processes using Blueprints. Eliminate confusion by defining the processes for internal teams for various use cases, ranging from booking to cancellation. Standardize processes, create and adhere to SLAs, and use checklists to deliver consistent customer services.
Offload mundane work
Skill shortages are affecting the hospitality sector worldwide. Use automation to offload mundane work. Auto-assign leads and associated tasks to the right staff. Get notified with insights on how to push leads to the next stage in the pipeline. Set up rule-based triggers to automate emails, notifications, field updates, and to add tasks.
Customize your hospitality CRM your way
Create custom modules to manage your data according to your business objectives. Make field- and layout-level customizations so that your sales team has all the necessary information to push leads to bookings. Use conditional fields and validation rules to enhance data quality and improve efficiency.
Understand and surpass customer expectations
Analyze and interpret customer information at a micro level using Zoho CRM's advanced analytics, and recommend trips, flights, or restaurants customers might be interested in. Peruse patterns at a macro level, predict shifting trends, and rapidly adapt to evolving customer expectations.
Improve how you handle concerns and complaints
Email, telephone, live chat, social media, webforms, or in-person—however customers reach you, attach SLAs and assign tickets to the right staff to provide swift resolutions. Give service reps secure access to customer histories by department or role to solve issues effectively.
Enhance your online reputation
Reviews and ratings are the lifeline of hospitality. Monitor social media discussions and conversations around your brand. Engage, connect, and turn casual conversations into customers. Keep tabs on negative feedback and respond by obtaining the right information from your CRM.
Drive growth using advanced analytics
Slice, dice, and drill down into data to understand which offers, marketing campaigns, packages, partners, and services are popular among your customers. Replicate them across touchpoints. Analyze customer sentiments, identify areas of dissatisfaction, and improve service quality.
Benefits of a CRM software
Improvement in lead conversion rates
Revenue increase per sales person.
Improvement in customer retention rates
Increase in customer satisfaction rates
Integrate with your favorite apps
Zoho CRM works with products you use every day. Seamlessly integrate with more than 100 popular business apps and use a CRM that speaks the same language as your business.
See what our customers have to say
Minor Hotels streamlines their sales process using Zoho CRM's automation capabilities
Agoda strategizes partner communications and automates onboarding using Zoho CRM
Royal Caribbean Cruises' Indian representative Tirun Travel Marketing scales operations
ADTRAV optimizes Zoho CRM and increases conversions by 40%
Minor Hotels was on the lookout for a comprehensive solution to manage their end-to-end sales process. They weren't impressed with other applications that charged extra for customization and advanced functionality, and opted for Zoho CRM thanks to its value and ease of use.
OLGA KOVSHANOVA Senior Director Loyalty & Partnership and
B2B Digital Sales, Minor Hotels
As a leading digital travel platform, Agoda wanted a customizable solution to streamline and automate channel partner management. With Zoho CRM, Agoda automated their onboarding processes and created blueprints for workflows and processes to ensure smooth communications and transactions with partners.
PIERRE HONNE, Director of Partnerships Innovation, Agoda
Read the case study hereTirun wanted to migrate from spreadsheets to a secure CRM platform that could help them scale and save manpower for important tasks such as lead conversions and sales. Zoho CRM's customizations helped increase productivity by 30% and conversions by 15%.
ASHWANI VATSA, Head CRM, Tirun Travel Marketing
Read the case study hereADTRAV wanted a sophisticated CRM custom-built for travel companies. Frustrated with the lack of options—either due to higher costs, lack of convenience, or a limited range of customizations—they chose Zoho CRM for its perfect balance of features, customization, and price.
KRISTIAN COLLINS, Director of Group Air, Meetings and Events,
and Vacations, ADTRAV Travel Management
*Zoho CRM is not an out-of-the-box vertical CRM solution, but rather an industry-agnostic CRM platform that can be customized to suit various industries. The capabilities and solutions showcased above are the result of such customization.