Salesforce CRM has enabled the Westin Osaka Hotel to integrate and manage information like hotel reservation data coming from the internet and other numerous channels.

Challenge

• Prior to Salesforce CRM, inquiry mails from guests were handled through mailers designed for individual usage, which did not allow for good data integration. As the site traffic increased, there was an urgent need to implement a new and better customer management system.

Solution

• Outstanding flexibility and scalability.
• No need to purchase server or software. No need to worry about maintenance and version upgrades.

Results

• Information coming through the internet like guest inquiries and reservations are now managed in an integrated fashion. This enables our hotel staff to quickly respond to guests as well as to reference contact history on the fly.
• Salesforce CRM provides an excellent report capability which enables us now to cut and slice hotel and restaurant data with ease for various analyses.