A key component of the Intrigue solution is a variation on CRM – Customer Relationship Management – that KoolConnect refers to as GRM – Guest Relationship Managementsm.
As experienced hoteliers, as well as technologists, KoolConnect recognizes that personalized services are key to building customer and brand loyalty. In fact, with advances in technology, businesses are allowing consumers to customize virtually everything they buy from their khaki pants from Lands End to their cars from Scion. Hotels are now looking for alternative ways to adapt these new expectations of the guest in order to build and maintain loyalty.
KoolConnect's growing set of GRM features use basic profiles to customize key content likely to be of interest to the guest such as news, weather, airport information, sports and more. In an era where the hotel experience has been commoditized, GRM allows it, for the first time, to be customized, personalized and ultimately be unique to each individual guest. By providing easy and convenient access to information of interest to guest, it also creates an interaction that allows the guest to identify other services that he would like the hotel to personalize such as food preferences, amenities, etc. It can even be formatted to "learn" from the customer and continually refine the offered content to ensure that it meets the guest's unique needs.
