Guest & trade CRM Live

Segments and outreach

Two hundred and forty people who stayed twice and have not been back since June — and what happens when somebody presses send, with do-not-email absolute.

A segment is a rule over the record: stayed at least twice, last stay before June, revenue over a lakh, from a city, booked through a company. It is recomputed each time it is read, so it is never a stale list.

Sending

A message to a segment is a thing that is recorded: who sent it, to how many, when, with what words. Each delivery is on the person's timeline. Replies come back to a person, not a bounce.

Do-not-email is absolute

A person who said no is not in any segment's send, whatever the rule says, and the screen shows how many were held back. There is no override, by design — the same rule that governs money governs consent.

Where it lives

The sales desk works at crm.theorionhotels.com, a door of its own onto the same database, so the sales team never opens the booking chart and the front desk never opens the board.

More on Guest & trade CRM

The CRMA PMS records what happened; a CRM records what somebody is trying to make happen, and to whom. This one reads the record the desk already writes — nobody imports anything. People, companies and agentsA company has branches, each with its own GSTIN and its own answer to "when do you pay"; an agent has a commission; a person has a history across every hotel. Enquiries on a boardBusiness that has not happened yet, on a board by stage, weighted by what it is worth, and closed only by somebody saying what became of it. One timelineStays, bills, complaints, calls, messages, meetings — everything that happened between the hotel and a person, in order, on one page. The card says what they are actually worthEleven stays, thirty-one room nights, ₹4,86,000, ADR ₹15,677, nothing owed — without anybody typing anything.