Hospitality | Oracle Service Cloud

Hospitality Oracle Service Cloud


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.


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


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


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

We implemented Oracle Service Cloud integrated with DocuSign to expedite and simplify the contracts signature process. And the integration solutions benefited from having reliable reservation management solutions that ensured compliance with State regulations. As a result, sales, service, and inventory systems were unified to streamline their business processes with faster approvals and contract closures

- Mahesh Jeyakumar, Practice Director, OSvC, SoftClouds