The document discusses challenges in the hotel industry like poor customer management and inefficient processes. It then introduces Kapture CRM, a cloud-based platform that provides end-to-end business automation for hotels. The platform includes modules for marketing, sales, reservations, customer service and provides features like customer relationship management, interaction management, reporting and analytics. The platform aims to address hotel industry challenges and improve processes like customer support and reservations through its integrated and automated system.

1. Business Automation Platform for Hotels

2. Challenges in the Hotel Industry
1 2 3
4 5 6
Poor customer
management. No track
of past transactions.
No track of emails, calls
leading to loss of
business
Herculean process of creating
multiple rate cards for multiple
customers
Higher response
time for each
sales enquiry
Multiple hotel chains with multiple
phone numbers and multiple
email ids
Inefficient complaint
and feedback
management

3. Marketing
Enquiry management
Mailer and SMS Campaigns
Marketing Audits
Sales
Sales Actions
Field Sales Tracking
Customer 360
Rate cards and invoicing
Payments and collections
Sales funnel
Reservations
Problem and solutions
Interaction management system
Unified Inbox
SLAs & Escalation
Disposition
Reports
Kapture CRM
Kapture is a cloud based CRM software that simplifies your sales, marketing, reservation
and customer support that gives you end to end business automation. Our software is
customized as per the Hotel Industry, easy to implement and use.
Customer Service
Multi Channel Customer Support
Quicker query resolution

4. End-to-end Platform
Marketing
Sales
Reservations
Customer Service

5. Enquiry management
Integrate multiple enquiry sources
Website
Phone
Social Media
OTA
Offline Media
1
E-mail

6. Mailer & SMS Campaigns
Plan your customer journey – till the end2
Mark
Mark
Mark
Welcome
mailer!
Monsoon
offer
1st anniversary
offer
All customers
All customers
All prospects
Set communication templates and automatically
deliver notifications to future prospects and VIP
customers
• Custom Content Templates
• Automated Communications
• Continuous Engagement
E Mails SMS

7. Marketing Audits
Get accountability on regional offices marketing
campaigns.
2
3
Audit On-going Campaigns
1
Strategically place cloud telephony number on
billboards and track leads effectively
Western Express Highway
11/03/2016 16:00 hrs.
3
Photos of OOH campaigns (billboards) with
timestamp and location details.

8. Sales Actions
Productivity tools for efficient management
of leads
4• Detailed enquiry page for each enquiry
• Assign enquiries to team
• Create a follow up action
• Predefined email templates for instant replies
• Track progress of each enquiry
• Dig deep inside to get a historical view of each
enquiry
• Increase performance of your team by 20%
within 6 months

9. Field Sales Tracking
5Track your on field sales team
Daily plans, reminders
and notifications
Real time location
tracking through GPS
Mark attendance
on the GO
Route mapping
tracking
Rajesh Sharma

10. 6Customer 360
Capture detailed KYC information and understand each customer’s unique
requirements
Auto deliver birthday and anniversary
wishes for better customer relations
Label each customer based on
priority and type
Set meeting patterns and custom
rate plans against each customer
Assign employees to VIP
customers
Stay updated with each customer’s past
interactions through customer history

11. Rate cards & Invoicing
Auto generate documents and let your sales teams
focus on the important matters7
Automatically deliver rate cards and
invoice to customers
Deliver the same in desired
templates with brand letter heads
Integrate payment gateway links for one click
payments and download payment receipts
Attach custom rate cards to
individual customers
Set tax rates, discount limits and
payment schedules

12. Payments and collections
Stay updated with all payments – whether pending or
cleared
8
Create payment
schedules
Send payment follow ups and
reminders automatically
Set payment credit limits
to individual customer
Keep track of all
payments
Integrate with any accounting
software with API capabilities
Sea View

13. 9Sales Funnel Chart
View your leads progressing towards conversion with the Sales funnel
Track lead progress
through the funnel
Dig deep inside to view specific
stage leads
Filter leads stage
wise

14. Adding to this, every customer has wide choices available.
So you can be sure your customer will move to your competitor if not
responded well.
1How do you keep track of all
customer responses?
2How do you ensure each customer is
responded before it’s too late?
3Reduce the time taken for each employee
to close cases
10Reservation Management
Today hotels lose a lot of business because of poor response on emails.
reservations@yourhotels.com
reservations.mumbai@yourhotels.com reservations.delhi@yourhotels.com reservations.chennai@yourhotels.com
reservations.andheri@yourhotels.com conferences@yourhotels.com sales.andheri@yourhotels.com feedback.andheri@yourhotels.com

15. An interaction management system that integrates your multiple email ids to one inbox so that
you can stay updated with each customer conversation for a hassle free reservation and support
system.
What you get?.
1Stay on top of all
mails of each hotel 2 Don’t miss on any important
mail, it could mean business. 3 Reduce the time taken for each
employee to close cases
4 Automate standard process and let the
team work on important matters 5 Create consistent experience for your
customers for better retention
10Reservation Management
Integrated Inbox - Reduced Response Time - Escalations & Alerts

16. ACTIONS
MAILS
Integrated inbox – Multiple ids one
inbox
Actions – For quicker closure
Disposition – Confirm or cancel
bookings
Analytics – Pull out reports like total
received vs. total responded, booked vs.
rejected, booking rate etc.
11Interaction Management System
Each customer email gets converted into a query and goes through the
resolution process
Disposition
Analytics

17. Unified Inbox
Multiple ids – one inbox12
Mumbai Hotel
reservations_mumbai@yourhotels.com
Chennai Hotel
bookings_chennai@yourhotels.com
Kolkata Hotel
reservations_kolkata@yourhotels.com
1. Multiple ids to be integrated with CRM
2. All mails come to the inbox
3. Hotels see their respective mails but admin gets a view into everything

18. SLAs & Escalations
Response time for each e mail13
Notify executives for
unresolved mails
Set up maximum response time for
each mail
Escalate to reporting managers when
left unattended
Have multiple levels of
escalations
With a good escalation process, ensure client is not left unattended
which could otherwise lead to a client turnover

19. Disposition
Final action status for each mail14
Disposition allows you to decide the
final action for each mail
Confirm reservations – Add booking
confirmation id and update hotels
about the confirmations
Disposition

20. Reports & Analytics
Response time for each e mail15
Reservation reports – hotel wise /
zone wise
Status reports – pending / resolved
Employee reports – assigned /
pending
Pending ageing analysis
Report engine allows you to create
multiple reports of your choice

21. Call center
Chats
Social Media
TICKE
TS Loved your Argan Oil. It is super amazing!
Website
3rd party sites
Customer Service
Allow your customer to send feedback and complaints
through multiple channels.15

22. Customer Service
Help your customer service team to solve issues faster
16
Have all customer information on finger tips
before every interaction
Open – Assign – Resolve - Close tickets
easily

23. 17Mobile App
Take business along - Everything in your mobile.

24. Telephony 3rd party software In-house software
Integrations
Integrates with any system that offers API’s18

25. Social media & websiteAccounting software
Integrations
A huge array of rich API’s for all your extensive needs18

26. Device Compatibility
Works across all devices19

27. SOME OF OUR
PROUD CLIENTS
Thank You
Some of our proud clients
Bangalore Mumbai Delhi Houston (USA)
www.kapturecrm.com
Contact: +91 7899887755
www.kapdesk.com
Mail us at: sales@kapturecrm.com