Guest Relationship Management (GRM) redefines the way hospitality brands
communicate with their guests
AUSTIN, Texas and MONTREAL, June 22, 2011 /CNW/ -- MConcierge Systems Inc., the leading mobile-to-web software solution provider for the hospitality industry, has rolled out its most ambitious global release to date - the Guest Relationship Management (GRM) platform. GRM, a new turnkey web and mobile app, applies the principles of CRM allowing hotels to better serve their guests, build loyalty and increase sales. The unique profiling engine leverages social media engagement, connects hotel profiles with guest social media profiles (via opt-in and open graph information) and builds loyalty through a social rewards program.
"We're excited to introduce the worlds first 'Social' CRM platform to the hospitality market," said Anthony Zebrowski-Rubin, CEO of MConcierge. "Our new web and mobile platform, the first of its kind, will change the way hotels communicate with their guests, adding new levels of personalization which will not only improve business for hotels, but also improve their guests' overall experience and rewards them for their loyalty, in real time!"
What are GRM and Social CRM (Customer Relationship Management)?
With real-time data collection via social media and mobile devices that are centrally-connected to a guest's profile, hospitality brands will communicate directly with a guest during any period of their stay using personalized, targeted campaigns. These campaigns will be aimed at guests using profiles built from their online social activity data. The GRM platform will track, consolidate and save a guest's preferences, rewarding the user for their activities with loyalty points that are available for immediate on-premise redemption.
How GRM Works:
-- Stage 1: A guest books with the hospitality brand. MConcierge's
software collects all "open graph" data from social media websites
as Facebook, Linkedin, Twitter and Tripit. The data is fed into the
platform which groups, clusters and populates the data directly into
the guest's profile.
-- Stage 2: The guest downloads the hospitality brand's free mobile
application onto their smartphone. The application rewards the guest
for every activity performed using the mobile application with loyalty
points for immediate on-premise redemption.
-- Stage 3: GRM communicates with the guest by personalized pre-stay,
on-premise and post-stay special offers. This reward program helps to
increase client loyalty using customized customer campaigns while
reducing room acquisition cost through a direct-to-client-booking
Key Features of GRM
-- Social CRM Platform with Contextual Profiling Engine - Using
centralized, real-time data to create guest profiles, hotels can
directly to their guests with highly personalized information derived
from individual profiling, social activities and point redemption.
is the pivotal activity of GRM. MConcierge's platform tracks,
consolidates and save guests' profiles, preferences and activities.
-- Social Mobile Loyalty Programs - Using profiles and analytics,
MConcierge's application rewards the user for every activity with
loyalty points. These points are instantly available for on-premise
-- Direct-to-Consumer Campaign Manager & Mobile Booking Engine - Hotels
can offer guests direct booking through the MConcierge mobile
application. Customized, targeted campaigns can be attached to a
guest's profile history and social mobile loyalty program to increase,
customer engagement, retention and ultimately acquisition and ROI
For those attending HITEC 2011 in Austin, visit Booth #848 to meet the MConcierge team and learn more about our web and mobile applications.
About MConcierge Systems
MConcierge Systems Inc. provides mobile-to-web solutions for the hospitality industry. -It provides a cross-platform software solution that allows hotels to better serve their guests including a task management and ordering system that integrates into hotel IT infrastructure, PMS and other third-party software.
To date the MConcierge basic application has been deployed in over 10,000 rooms globally. MConcierge was founded in 2010 and is based in Montreal, Canada. For more information, please visit www.mconciergesystems.com/ and http://guestdriven.com/.
Elizabeth Bishop Nyerr Parham
Group Syndicate Media Group
SOURCE MConcierge Systems Inc.
For further information: Web Site: http://www.mconciergesystems.com