News for the Hospitality Executive
Visit Booth No. 844 at HITEC
CELEBRATION, FLA. — JUNE 23, 2009 — The Peabody Orlando, a four-star, five-diamond convention center hotel, is getting to know its guest better than ever before thanks to the comprehensive suite of Web-based applications provided by Libra OnDemand, based here, that manages customer relationships, drives loyalty initiatives, focuses sales, manages catering events and performs on-demand business analytics. Libra OnDemand will be on display at the Hospitality Industry Technology Exposition & Conference, June 23-25 at the Anaheim (Calif.) Convention Center in Booth No. 844.
“Libra OnDemand hit our radar after partnering with MTech and its HotSOS (Hotel Service Optimization System, pronounced “Hot Sauce”) product for guest-response, and it immediately filled the CRM (customer relationship management) void that we had been looking for,” said Brian Seays, Peabody Hotels Regional IT Director. “We knew there had to be a better way to manage customer data in a way that allowed us to do something meaningful with it. We have a lot of software and business partners that provide us with business intelligence tools to farm data, but what we end up with is a lot more data – none of which is very useful.
“Early on with Libra OnDemand we saw the benefit from the system’s power – which is infinitely scalable – and we also were impressed with the Libra OnDemand team’s immense knowledge of hospitality industry,” he added. “With Libra OnDemand built on the salesforce.com platform, it allows us to open up our systems to this incredible engine and do things with data that we never thought would be possible without spending hundreds of thousands of dollars. The data we collect is shared across many disciplines because it interfaces to the top three to five property systems, and that helps us in managing our e-marketing effort and creating a rewards program that is fully integrated with our property management system.”
The Peabody Orlando, located in the midst of the 7-million-square-foot Orange County Convention Center, is a custom-built Orlando hotel catering to the meetings and conventions industry nationwide. The hotel has established itself as the Orlando convention hotel of choice for the nation's professional meeting planners.
“For Peabody Hotels, our No. 1 concern on a daily basis is providing exceptional service to guests,” Seays said. “Because we are more convention and business traveler than leisure guest, it’s been difficult for us to cultivate a rewards program that speaks to both types of clientele in a way that meets the Peabody’s excellence service standards. Libra OnDemand and the salesforce.com platform give us a dynamic rewards program out of the box. It identifies one guest from another, recognizes stay patterns, and lets us know exactly how valuable a guest is to us. When that guest comes back, we can acknowledge his or her loyalty by providing a special service.”
Gregg Hopkins, Libra OnDemand CEO, said he is proud of the relationship already established at the Peabody Orlando and he looks forward to expanding that relationship to the Peabody Memphis in Tennessee and the Peabody Little Rock in Arkansas.
“Having spent more than 20 years in the hospitality industry, I’ve witnessed hotels struggling in their guest-relationship efforts, and we are proud to say that today’s Libra OnDemand is proving its weight in gold to our customers,” Hopkins said. “I was honored when MTech introduced us to the Peabody Orlando as a CRM solution to enhance HotSOS and help supplement the Peabody’s efforts to better manage their guest-request/response process. HotSOS helps the Peabody Orlando maximize and streamline guest-services processes, such as guest request and incident tracking/reporting, rapid-response internal-defect reporting and preventive-maintenance workflows. Libra OnDemand definitely is the ideal CRM solution to complement HotSOS and other guest-centric property solutions.”
Hopkins said the integration capabilities of Libra OnDemand, in particular its ability to interface with other guest-service touch-points such as comment card system, guest loyalty programs and guest-incident tracking through HotSOS has made it an indispensible solution.
“Gone are the days when hotel operators could cast a large net and send everyone the same discount promotion,” Seays said. “Hotel guests and travelers are more sophisticated than that, and they need marketing materials that target them specifically, not as a market segment. Based on our success with Libra OnDemand at the Peabody Orlando, we envision bringing it to Memphis and Little Rock in the near future.
“And I don’t know that we will stop at just Peabody’s,” Seays added. “We have an additional benefit as The Peabody Hotel Group of managing hotels outside the Peabody flag. As long as Libra OnDemand continues maintaining our CRM program as it is currently, there is no reason why it wouldn’t benefit any hotels we manage across the country.”
To pre-schedule an appointment with the Libra OnDemand team at HITEC, call 407-412-9296. For more information on Libra OnDemand CRM products, visit www.libraondemand.com.
About The Peabody Orlando
L. Gregory Hopkins
|Also See:||Libra OnDemand Intros 'Customer Portal' CRM Tool for Pre-, Post-Stay Interaction; Leader in Customer Relationship Management empowers guests to personally control their hotel experience and update their contact info, preferences, loyalty points / June 2009|