STOWE, VT, July 17, 2018 – Inntopia announced today the release of Cloud Express, a system that gives front-desk and call-center agents one-click access to complete guest profiles directly from their CRS or PMS. Built as a bridge between Inntopia’s award-winning Marketing Cloud and Commerce technologies, Cloud Express takes the complete guest profiles once reserved only for the marketing team and puts them into the hands of a hotel’s or resort’s entire team.
“We put a huge amount of focus on data cleansing, deduping, and integrating every data source possible, so the guest profiles that exist in Marketing Cloud are second to none,” said Inntopia’s CEO, Trevor Crist. “But until now, only marketing had easy access to those profiles. With Cloud Express, accessing all of this data is now one click away for your front desk or call center, giving them powerful guest insight in the exact moment they need it.”
The profiles include the typical data with a guest-service twist. For example, a front-desk agent welcoming a family will not only see their name and photo, but a glanceable view at key moments such as whether it’s someone’s birthday or anniversary as well as previous requests, customer notes from prior stays, their loyalty status, how long it’s been since their last visit, and lifetime spend.
Cloud Express will first be available on Inntopia’s own CRS with two PMS partners following soon after. The integration will display a link within a guest’s record that, when clicked, will open that guest’s CRM profile in a new window complete with householded data, social profile information, survey and spend history, past transactions, and more.
“It’s often been said that every member of your team is part of marketing because of their direct, face-to-face contact with every guest that walks through your door,” said Ben Zeeb, Inntopia’s SVP of Marketing Cloud. “Your marketing team already knows how critical a clean, complete guest profile can be when talking to guests at scale, and now Cloud Express will give every member of your team that same realization once they see how insightful certain information can be when engaging with guests one-on-one.”
The initial concept of Cloud Express was built in partnership with Two Roads Hospitality who recently chose Inntopia to roll out a custom CRM, automation, and lifecycle messaging platform across most of their North American properties.