Professional Documents
Culture Documents
Presented by : Prabhjot Singh (10-DM-099) Prateek Mittal (10-DM-106) Puneet Mehta (10-DM-109) Rajat Udainiya (10-DM-117) Rajath. R.S (10-DM-118) A.Archana (10-DM-185) Sanjoli Madan (10-IB-051)
IT in Hospitality Management
IT in Tourism
Case 2 : Hard Rock Handles Increased E-Mail and Call Volume Without Adding Staff by Using CRM
BUSINESS NEEDS :
Enhance the amenities that is offered to business and leisure travelers Increase customer satisfaction by improving the technology resources available in each room Sheraton needed a comprehensive and reliable solution to provide the tools and resources that customers were using in their homes and offices, including computers, familiar software, and fast Internet connections.
SOLUTION :
eRoomsuite solution which delivers communication services, on-demand entertainment Business productivity software through thin-client terminals installed in customer rooms
Implementation
In early 2006, the hotel installed the eRoomsuite solution in 200 customer rooms and then upgraded rest of the rooms by the end of 2008 They installed a thin-client device with a 17-inch flat-panel LCD monitor, stereo speakers, keyboard, and mouse in each room. Using this, Hotel customers could connect through the SuiteLinq portal to the Internet, Microsoft Office programs, and entertainment content. Sheraton delivered customized hotel and local information through the portal to its guests. Most user-interface components are delivered as Web-based applications, which allow features to be changed quickly and easily.
Benefits
Increased customer satisfaction and loyalty Increased Revenue and Return on Investment The hotel had a U.S.$70,000 increase in revenue from premium services in the first year of implementation More Interaction with Customers Sheraton is able to respond more quickly to guest needs using instant messaging
http://www.microsoft.com/casestudies/Case_Study_ Detail.aspx?casestudyid=4000006135
Business Needs
Group s e-commerce operations and All-access loyalty rewards program, it generates an yearly queries numbering 56000 for the company s customer care team. 95% through e-mails. 5% through toll free phone number. Expected rate of increase 55 annually.
Solution
To equip its Customer Care Team with the tools needed to handle a growing workload, HRI tapped Tribridge to help design and implement a solution based on CRM. They connected CRM to their customer database that houses loyalty program information and user names and passwords for the Web site. By linking these systems together, the company provides the Customer Care Team with quick access to relevant information in a central place. Created e-mail message templates and workflows that make routine tasks much more efficient for Customer Care representatives. Now, when a customer fills out an online form or sends an e-mail message, the correspondence is automatically categorized according to the type of venue, location, and particular issue. The Customer Care Team uses CRM to track all the correspondence and actions taken to resolve a case, enabling the company to measure its performance against service goals, something the group was unable to do previously.
Benefits
Greater Employee Efficiency Improved Quality-of-Service Controls Reliable, Familiar Technology
Numbers !!!
Online travel purchases are taking off in the Asia Pacific region. Sales in the region totaled US$15.9 billion in 2005, and forecasted a 61% growth between 2005 and 2007. Sales are projected to reach US$26 billion by 2007. To get more insights into the growth of online travel sales, Microsoft Advertising recently conducted an Online Travel Survey how they plan their travel and the role online media has in travel planning.. A study of 6,736 respondents showed - Internet prefered over travel books, agents and traditional media
Source : https://www.microsoft.com/CaseStudies/Case_Stud y_Detail.aspx?casestudyid=4000005102
Numbers contd
The study confirms the Internet as an indispensable source for travellers. The majority of respondents (85%) reported using the Internet for planning or researching travel, much higher than traditional travel sources, such as printed travel brochures (51%), guide books (50%) and travel agents (48%). Traditional media such as newspapers, magazines and TV fall even further down the list. More importantly, half of the travellers surveyed regard the Internet as their most important source. Travel agents ranked a distant second at just 13%.
Source : https://www.microsoft.com/CaseStudies/Case_St udy_Detail.aspx?casestudyid=4000005102
References
GIS DESIGN AND APPLICATION FOR TOURISM T. Turk, M. U. Gumusay Yildiz Technical University (YTU), Department of Geodesy and Photogrammetry Engineering, 34349- Besiktas,Istanbul, Turkey tturk,gumusay@yildiz.edu.tr WEB BASED INFORMATION SYSTEM FOR TOURISM RESORTS;A CASE STUDY FOR SIDE/ MANAVGAT E. Duran a, *, D. Z. eker b , M. Shrestha c a Ark Proje Limited Co. Sehit Asim Cad. Selkan Apt. 2/3 Besiktas stanbul, Turkey - eduran@arkproje.com MANAGEMENT AND PROMOTION OF TOURISM IN GHANA: A GIS APPROACH Daniel Longmatey, Samuel Amoako-Atta, and Benjamin K. Prah Introducing CTO~ MIST Marketing & Management Information System for Tourism by Gale Clark. Microsoft Case studies and research analysis journals ( Case study No 4000006135, 1776, 5102) Wikipedia Marketing Master Mind Aug 2010 Edition http://eprints.bournemouth.ac.uk/12149/2/1Rob_Law,_1Rosanna_Leung,_and_2Dimitrios_Buhalis _Publications_from_2005_to_2007_paper_JTTM.pdf http://htmagazine.com/ME2/dirmod.asp?sid=8D86DF469BD74C098382D9532C904D8E&nm=&typ e=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=3&T ierId=0DCC98F0186D480A8C4F0E3B8913F1E2 http://www.cihan.org/publications/HT%20WebStudy_2007.pdf