Guest & trade CRM Live

One timeline

Stays, bills, complaints, calls, messages, meetings — everything that happened between the hotel and a person, in order, on one page.

A call that nobody logged did not happen. That is the sentence the timeline is built on: every touch between the hotel and a person is a row with a time, a kind and the person who made it, and the timeline reads them all in order beside the facts the PMS already holds.

What is on it

Every stay, with the bill and what was owed.
Every complaint and request raised during a stay, from housekeeping's record.
Every call, note and meeting a salesperson logged.
Every message sent — and whether it was delivered.
Every enquiry, won or lost.

What it is for

The phone rings and the person on it has been here eleven times. Before the second sentence the desk knows what they spent, what went wrong last time and who they spoke to about it.

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. 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. Segments and outreachTwo 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.