Salesforce customer since 2015
To realize Marriott’s mission, King believes in “hiring amazing, talented associates who serve from their heart and then backing those associates up with best-in-breed technology.”
Service Cloud gives associates an easy-to-use, unified view of every guest interaction across Marriott, along with prebuilt performance dashboards and apps with AI-powered insights.
With all of Marriott’s hotels networked on Salesforce, guests’ volunteered preferences for bed types, high or low floors, and even wine preferences are saved and ready for their next stay at any of Marriott’s nearly 7,000 properties worldwide. “Our associates make sure those requests are met, and the guest never has to ask,” said King. “That’s true hospitality.”
When guests do make special requests, technology can satisfy those requests in ways never before possible. King tells how Marriott’s recent deployment of Apple Business Chat on the Salesforce Platform enables Marriott associates to engage customer requests in real time, through the guests’ mobile devices. “Text is fine,” he said, “but we want a real, rich consumer experience with videos, photos, and the ability to pay. Apple Business Chat certainly does that.”
According to Linnartz, “That fact that we have one system rolled out globally is enabling us to innovate and execute in a way that we never could have done before. Guests’ expectations have changed; they really want a highly personalized experience, and mobile is really a key enabler of deepening that relationship.”