Hospitality | Oracle Service Cloud

Background:

The client a luxury master-planned resort on Florida’s Gulf Coast, offering customers more opportunities for leisure experiences during their stay. Spread across more than 20 waterfront acres on the coast, this unique resort offers a variety of attractions in this stunning waterfront paradise to explore sunset cruises, kayaking, golfing, and many more.

Challenges:

Before implementation of SoftClouds’ solutions, the client encountered various challenges like managing an unstructured data analytics system, along with the following:

• Lack of reservation process to forecast the room availability
• Unable to view the instant status of the contracts signature process
• No method to track sales team performance
• Replication of customer data across systems
• Unable to track account numbers post-sale
• There was no lead qualification process to attract interested guests

Solutions:

SoftClouds provided an innovative solution and utilized a variety of platforms, including Oracle Service Cloud, integrated with DocuSign. We engaged in the design, architecture, and implementation of a new solution for better business processes, including:

• Reliable reservation management solution
• Automate their resort transactions & customer engagement
• Manage the signature process & see status updates of the contracts
• Send, sign & manage reservation agreements digitally
• Assign each prospective buyer a unique ID that can be assigned
• Track all sales & marketing activities via a portal
• Implemented incentive compensation module to track sales & quotas
• Customer data management helped in the de-duplication of customer data
• Built customized dashboard & analytics
• Configured object workflows to automate the approval process

Outcomes:

SoftClouds was able to efficiently reorganize and bring the client’s processes up to date to ensure the project’s success. As a result, the client gained these benefits:

• Saved money and time from integrated paperwork tracking & storage
• Responsive for mobile & tablet
• Reserve a unit & instantly sign a reservation agreement
• Efficiently manage inventory, pricing, & make sales predictions
• Unified system for the agent, sales rep, & customer
• Online chat capabilities for better customer service