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Omnibees simplifies hotel management and increases sales
Every year, thousands of holiday-makers and businesses plan their travels quickly and easily with cloud-based booking systems.
More than 3,800 hotels in Latin America, the USA, and Europe use the Omnibees platform. Omnibees helps customers to manage and analyse all of their sales, distribution, marketing and loyalty channels, freeing up hotel staff so they can focus on diversifying their customer base and increasing sales.
“Omnibees’ CRS (Central Reservation System) is comprehensive and innovative, and makes hotel distribution simpler and more effective by centralising communications between bookings engines, online travel agencies, tour operators, travel management companies, global distribution systems, and metasearch engines,” said Luís Ferrinho, CEO of Omnibees.
Understanding the customer lifecycle helps to deliver excellent service
Omnibees’ services are supported by a number of specialist teams that collaborate to deliver a joined-up customer experience, therefore, different teams manage customer interactions at various stages throughout the lifecycle. To manage the customer experience efficiently, the company needs a 360-degree view of all customer interactions throughout the process.
“We have teams in several countries across America and Europe, so visibility and smooth collaboration are essential,” said Luís Ferrinho. “To unlock a single view of the customer, we have to be able to centralise all our data – from sales and support to training and onboarding.”
Omnibees also has to work seamlessly with more than 350 technology partners that are essential to run and upgrade its platform.
“We chose Salesforce because it gives us a single view of customer and partner data — everything is standardised and available. Now we have sales and customer service teams working from one integrated platform, which was a crucial requirement of ours from day one,” explains Luís Sequeira, Business Manager & Global Partnerships Lead from Omnibees.
Visibility, integration, and flexibility
Better customer service
Training – the Omnibees Academy
Personalising the customer journey
Email remains a key communication channel when it comes to customer service, especially during the sales cycle. With the implementation of Salesforce Quote-to-Cash, Salesforce Inbox and the Salesforce Mobile App, the team has access to a central repository of customer data, and their email service from their mobile devices, helping to maintain consistency when negotiating sales proposals.
With the mobile app, information is loaded in real time enabling increased efficiency throughout the sales process. “Salesforce gives us lots of scope for personalisation, and to integrate additional tools. This means we can completely personalise the customer journey,” said Luís Sequeira.