Industry
Travel and Hospitality
Tech stack
Service Cloud
Sales Cloud
Mulesoft
PMS Integration
Marketing Cloud
Communities
Monthly/Weekly Targets and achievements calculations
About the Client
Our client has developed a web application that helps guests book luxury properties across various Australian regions.
The client manages designer and luxury homes across Byron Bay, Melbourne, Sydney, Palm Beach, the Mornington Peninsula, Gold Coast and more.
The problem
The client needed a platform to manage the complex relationships between the guests, concierge, service, and housekeeping teams in one place.
The Solution
PMS Integration (PMS is point of truth)
As RentalWise is known to automate and manage rental businesses efficiently, our client is using RentalWisePMS to integrate bookings with various channels like Airbnb, Homeaway, etc. We have two-way seamless integration with Salesforce to manage orders, bookings, work orders, communications, etc.
360 Degree Guest view from a single screen
We used a service cloud console and custom components to bring all the customer data to a single screen. This helps the support team better resolve customer issues.
Integrating homeowner leads to accelerate property acquisition.
We integrated the homeowner leads within Salesforce to enable the end-to-end process of converting homeowner leads to photoshoots, pricing, and legal. Until the property is ready to take bookings.
Onboard Concierge and service teams on a community subscription to reduce the Salesforce licensing cost
We implemented community subscriptions for some internal team members to reduce the overall cost of the licenses. Community subscriptions give them the same privileges except for some advanced Salesforce features.
Implemented Marketing Cloud to automate communication
We implemented SFMC to channelise all the email and SMS communication from lead nurturing to sales and customer service. We developed automated customer journeys that trigger communication at various levels to increase sales and improve customer service.
Third party concierge systems integration using KeyNinja
In some locations where the client did not have their own concierge, they used third-party systems to integrate the concierge team to complete the work orders. It was a 2-way integration between Salesforce and KeyNinja.
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