|
Innovative Systems' News & Events |
||||||||||
|
Press ReleasesGrupo Posadas Executive Shares CRM Best Practices During VIII Congreso Regional de Call Centers y CRM Presentation Innovative Systems’ CDI solution enables consolidated, enterprise-wide customer-centric database Buenos Aires, Argentina -- June 9, 2009 -- Fernando Flores, Director of Development of Grupo Posadas, a leading LATAM hospitality and services company, today discussed key success factors in the recent rollout of Delphos, the customer relationship platform developed using Innovative Systems’ Synchronos customer data integration solution. Delphos is currently in use by more than 1,500 professionals throughout the company’s nine hotel brands across LATAM and the USA. Flores commended the business value that Innovative’s technology brought to the project and shared the best practices that contributed to the firm’s successful LATAM CRM deployment. Flores’s comments were made during opening keynote presentations at VIII Congreso Regional de Call Centers y CRM in Buenos Aires, Argentina. “Grupo Posadas is a company that understands that it is not easy, but necessary, to consolidate all of their customer data into a single and accurate view of the customer relationship,” said Stan Wandowicz, Sales Executive for LATAM, Innovative Systems. “They have made the necessary investments in people, process and technology infrastructure to enable their associates to better recognize and service their guests. They now have a compelling vision of the competitive advantage that can be achieved.” Flores opened the presentation by outlining the goals of the Delphos project and the culture challenges facing Posadas in deploying the new system. “We are an organization that begins with the customer,” he said. “We ask ourselves, ‘What can we do to improve the guest experience from first contact at the reservation and throughout the entire stay?’ It’s a way of doing business that requires innovative, customer-centric systems to assist our associates in their interactions with our guests. And that’s where Delphos and Innovative Systems come together.” As the hotel portfolio and customer list continued to grow, Posadas saw the need for a single, unified customer database that could consolidate the customer information housed in different operational systems and deliver a complete profile of the customer relationship to the associates when they request it. Key goals for the database included achieving customer data quality of the highest levels possible, maintaining complete customer stay history from all sources, capturing client preferences, consolidating client transaction data from facilities and restaurants, deriving indicators to drive cross-selling of products and services, and integrating loyalty programs. By achieving these goals, Flores emphasized, Posadas can continue to offer unmatched service based on detailed knowledge of the customer and more effectively up-sell to its existing customers while growing customer satisfaction. During his presentation, Flores detailed the major components of Delphos and how it helps Posadas meet its objectives. The system now serves as a one-stop resource for guest information and is integrated in the reservation process. Key components of this deployment include a customer-centric database, data quality-driven processes to manage and keep the customer profile current, and a sophisticated customer search facility. With these capabilities in place, the company is experiencing improved retention and customer satisfaction, as measured by occupancy rates and customer surveys. The rich customer profiles also help the marketing organization more effectively target promotions and advertising campaigns to customer and prospect needs. About Innovative Systems, Inc. Since 1968, companies worldwide have relied on ISI’s data quality software, systems integration, database solutions and customer information process consulting. The company has set the standard for data quality management in thousands of customer-centric projects utilizing the firm’s services and software for creation and maintenance of customer-centric databases. Innovative Systems is headquartered in Pittsburgh, Pennsylvania, site of the 2009 G20 summit, with European offices in London, and resident staff in Mexico City; Raleigh, NC; Atlanta, GA; and Phoenix, AR. ISI software supports both Unicode and IBM operating systems in interactive and batch modes. ISI has completed projects in more than 30 countries in seven natural languages – with additional languages added on demand. The Innovative Web site is located at www.innovativesystems.com. Company Press Contact: Trademark Notice |
|||||||||
|
||||||||||