News for the Hospitality Executive
Fla. — December 30, 2009 — Libra OnDemand, the
hospitality industry’s first customer
relationship management solution built entirely on Force.com to help hoteliers
consolidate guest information, drive sales and enhance customer
truly “in demand” in 2009. The independent software company,
based in Celebration, Fla.,
has seen installation of its suite of hospitality applications – CRM,
management, event management, analytics, email marketing and customer
grow considerably this year, and during one of the most difficult
From profile cleansing and centralizing all guest-related information to e-mail marketing to managing customer-related activities, Libra OnDemand is currently implemented, or soon-to-be, in more than 380 hotels from New York to California, and at properties in London, Nigeria, Germany, Russia, Mexico, the British West Indies and the Ukraine. The secret to the company’s rapid success lies in its web-based, Software-as-a-Service (SaaS) application (a hotel needs nothing more than a standard Web browser, resulting in savings up to 90% compared to similar client/server solutions), its Force.com platform (all enterprise hardware and software components are hosted and maintained by Salesforce.com), and its valued channel partnerships.
In 2009, the following companies began distributing Libra OnDemand: MTech via its HotSOS Hotel Service Optimization System; Multi-Systems, Inc. (MSI) via its WinPM and ePM property-management systems; McLaren International Pty Ltd for sales and support throughout Asia Pacific; Sulcus Solutions SL (white labeled Sulcus OnDemand) for sales and support in Spain; and, LIHOTEC Global for worldwide sales, support and large-scale deployments, with offices in Moscow, Russia (Libra Hospitality), and Celebration.
“Customer relationship management is just what its name implies -- managing the relationships hoteliers have with their customers or guests — including potential customers and guests,” said Gregg Hopkins, Libra OnDemand President and CEO. “In today’s economy, a company simply can’t survive if its customers aren’t happy and if their demands or needs aren’t being met. Libra OnDemand can very simply and affordably equip hoteliers with the tools they need to learn more about their customers and their behaviors. Once this is accomplished, developing targeted e-marketing campaigns is simple, so they retain guests and keep them coming back.
“We would like to thank our valued channel partners who represent Libra OnDemand around the globe for their collaborative efforts and their exceptional, localized sales and support services,” Hopkins said. “As the world struggles to reach recovery, we believe that working towards a common goal of customer-centric service and support will help the hospitality industry emerge much more quickly from this recession.”
Channel partners concur, saying Libra OnDemand helps their customers improve service delivery:
Libra OnDemand gives hoteliers a complete 360° view of each customer. Designed as a single or multi-property solution, guest profile data is collected and synchronized with various systems, such as PMS, CRS, POS, SPA, etc. This provides hotels with an integrated solution to manage company history, travel agency history, sales masters, guest history and booker profiles. The result is detailed knowledge of every account and contact, while facilitating collaboration and communication across the organization.
In addition, Libra OnDemand offers unrivaled customization capabilities. Users no longer need to rely on IT support to make changes in reports, forms or screen designs. Every aspect of Libra OnDemand can be customized directly by the business user in minutes, without programming, with a simple point-and-click user interface. Libra OnDemand also has the capability to develop supplemental tools that provide rich functionality, such as its recently developed "Transportation Management", "Guest Surveys" and "Call Center Management" tools.
Finally, Libra OnDemand integrates with social media networks, such as Twitter and Facebook, becoming an integral tool in a hotel’s e-marketing strategy and customer communications in order to keep an organization current and competitive. Through social media and messaging, hotels can efficiently monitor user profiles for service response, communicate price promotions and special package offers, provide concierge services, or even notify guests of reservation confirmations, upgrade offers, room readiness, etc. Libra OnDemand can be found on Twitter (http://twitter.com/libraondemand), Facebook (http://Facebook.com/libraondemand) and LinkedIn, (http://www.linkedin.com/companies/libra-ondemand), and the company encourages all hoteliers to follow them on these social media sites.
“At this time of year, we reflect and appreciate our relationships with valued customers, partners and friends,” Hopkins said. “On behalf of everyone at Libra OnDemand, ‘Thank you’ for a wonderful year! We wish you a successful 2010...in the cloud!”
For more information on Libra OnDemand CRM products, visit www.libraondemand.com.
About Libra OnDemand
L. Gregory Hopkins
OnDemand Selected as Finalist in Force.com Forty Innovation Showcase;
Comprehensive suite of hospitality-specific applications consolidates
customer information, develops deep profiles and delivers guest
satisfaction / November 2009
OnDemand in Full Social Swing with Presence on Facebook, Twitter, and
LinkedIn; Hospitality CRM provider encourages hotels to integrate
customers' Tweets and Facebook profiles with CRM profiles to obtain a
more complete picture of guests' preferences and better tools to market
to those guests / October 2009
|Libra OnDemand Partnership Brings 'Sulcus OnDemand' CRM to Spain; Based in Barcelona, Sulcus Hospitality Group becomes Libra OnDemand's newest channel partner; Sulcus calls deal win-win for companies, clients and guests alike / September 2009|
|McLaren International Distributes Libra OnDemand in Asia Pacific; Best of breed technology provider McLaren International will bring leading Customer Relationship Management tools to hotels across the Asia Pacific region / July 2009|
|Libra OnDemand adds MSI to its Growing List of CRM Channel Partners; New Software as a Service sits on the salesforce.com platform, offering the finest business-analytics tools for Guest Profiling, Loyalty & Rewards, and Sales & Catering / June 2009|
|Peabody Praises Libra OnDemand as ‘Best’ System to Manage Guest Data; ‘Software as a Service’ sits on the salesforce.com platform, offers the four-star, five-diamond convention center hotel the finest business-analytics tools / June 2009|
|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|