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

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