{"id":1360,"date":"2016-05-29T18:21:44","date_gmt":"2016-05-29T18:21:44","guid":{"rendered":"http:\/\/localhost\/mrcit\/?page_id=1360"},"modified":"2016-08-11T14:44:15","modified_gmt":"2016-08-11T19:44:15","slug":"leading-lodging-company-customer-relationship-management-system","status":"publish","type":"page","link":"http:\/\/mrcit.com\/mrcit\/leading-lodging-company-customer-relationship-management-system\/","title":{"rendered":"Leading Lodging Company Customer Relationship Management System"},"content":{"rendered":"

Case Study for Leading Lodging Company<\/strong><\/span><\/p>\n

Company Profile<\/strong><\/span><\/p>\n

Due to marketing restrictions, MRC Information Technology is unable at this time to reveal the
\nname of the company we are working with. Please excuse the generic reference to the customer
\nas a result. Thank you.<\/p>\n

Business Problem<\/strong><\/span><\/p>\n

Leading lodging company (\u201cLLC\u201d) has been using a homegrown customer relationship and
\ndocument management tool for its reservation centers. The system tracks customer care
\nincidents for its limited service brands. LLC wants to build on its current CRM system to create a
\nsingle, unified user interface for all hotel related customer care issues. Full service properties are
\nmaintained in Customer\u2019s mainframe-based system.<\/p>\n

The maintenance of two systems causes considerable amounts of additional costs and inefficient
\nuse of time:<\/p>\n

    \n
  1. Customer service agents need to be trained in both systems serving the same purpose.<\/li>\n
  2. User interaction between the mainframe-based system and the Windows-based CRM
    \nsystem requires many manual steps, for example, copy & pasted screens need lots of
    \nmanual clean up, and data lookups require frequent screen switching between
    \napplications. Because data is copied manually, this can result in potential data loss and
    \nmiscommunication of issues.<\/li>\n
  3. Management can run reports based out of the same application rather than manually
    \nextracting data out of CRM and mainframe-based system and creating Excel
    \nspreadsheets combining the data.<\/li>\n
  4. Recurring service issues can be identified quicker as data is kept in one place.<\/li>\n
  5. Fraudulent or very frequent complainers may be identified sooner as data is kept in one
    \nplace.<\/li>\n<\/ol>\n

    MRC IT Solution<\/strong><\/span><\/p>\n

    MRC IT\u2019s proposed solution extends the CRM to the full service chains so that all issues are
    \nmanaged from within a single application. The primary benefits of consolidating all hotels into
    \nMRC IT\u2019s CRM system are as follows:<\/p>\n

      \n
    1. Application Control:
      \nOften mainframe-based applications can be costly and slow, if not impossible, to adapt to
      \nCustomer\u2019s changing needs due to unavailable required offsite mainframe resources or
      \nconflicting other overarching organizational needs. Maintaining control of the application
      \nhas allowed the Customer reservation center to effectively meet its changing needs over
      \ntime.<\/li>\n
    2. Disaster Recovery:
      \nApplication clustering will provide instant fail-over and data backup in case of a system
      \ndown issue or a catastrophic event.<\/li>\n
    3. Robust Design:
      \nThe accommodation of additional hotel chains into the current customer care application
      \nallows for a streamlined, modern but most importantly new and robust design.<\/li>\n
    4. Reliable Support:
      \nWhile the CRM development platform vendor does not publish the number of active
      \nnumber of current CRM users, the number is estimated to be in the 40-75 million worldwide.
      \nThe current product version was released in summer 2008.<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

      Case Study for Leading Lodging Company Company Profile Due to marketing restrictions, MRC Information Technology is unable at this time to reveal the name of the company we are working with. Please excuse the generic reference to the customer as a result. Thank you. Business Problem Leading lodging company (\u201cLLC\u201d) has been using a homegrown […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"jetpack_post_was_ever_published":false,"footnotes":""},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"http:\/\/mrcit.com\/mrcit\/wp-json\/wp\/v2\/pages\/1360"}],"collection":[{"href":"http:\/\/mrcit.com\/mrcit\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"http:\/\/mrcit.com\/mrcit\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"http:\/\/mrcit.com\/mrcit\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/mrcit.com\/mrcit\/wp-json\/wp\/v2\/comments?post=1360"}],"version-history":[{"count":1,"href":"http:\/\/mrcit.com\/mrcit\/wp-json\/wp\/v2\/pages\/1360\/revisions"}],"predecessor-version":[{"id":2062,"href":"http:\/\/mrcit.com\/mrcit\/wp-json\/wp\/v2\/pages\/1360\/revisions\/2062"}],"wp:attachment":[{"href":"http:\/\/mrcit.com\/mrcit\/wp-json\/wp\/v2\/media?parent=1360"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}