dailypoint signs Serena Hotels and Mirror Lake Inn Resort & Spa as new customers | News
dailypoint, the Customer Data Platform (CDP) built for CRM and loyalty in the hospitality industry, welcomes Serena Hotels and Mirror Lake Inn Resort & Spa to its customer portfolio of more than 1,500 hotels worldwide.
With more than 30 properties in eight countries across Africa and Asia, including Kenya, Tanzania, Rwanda and Pakistan, Serena Hotels has implemented dailypoint’s Customer Data Platform (CDP) to consolidate data from its loyalty program, Prestige Club, in one place, modernize its rewards program and improve service to its members. Through this integration, Prestige Club has improved customer recognition across all group properties, allowing members to earn and redeem points not only for stays, but also for additional services such as food and beverage, spa and laundry. Through the Prestige Club portal and app, guests can easily access their profiles, track points and request redemptions.
The implementation also improved operational efficiency and ROI for Serena Hotels by introducing transparent, structured rules for membership levels and automating points and level management. At the same time, dailypoint’s solution enables more personalized services and more effective, targeted marketing communications for the group’s most loyal customers.
Mirror Lake Inn Resort & Spa is partnering with dailypoint to modernize its operations and capitalize on the value of the information it manages. The 131-room hotel in Lake Placid, New York, holder of the AAA Four-Diamond rating and member of the Small Luxury Hotels of the World, is replacing manual customer feedback with an automated, scalable quality management system to improve data processing and reduce workload. In addition, it centralizes its guest database by integrating its existing systems to support better decision-making.
The deployment of dailypoint software at the North American resort is already paying off: it has not only improved the hotel’s operational efficiency, but also generated more than USD 200,000 in revenue through a single multi-step email campaign. At the same time, the property has increased guest reviews by more than 70% while strengthening its online reputation.
“We have developed our software solutions to cover a wide range of functions such as customer retention, guest feedback management, operational support, communications and in-depth analytics to support strategic decision-making in the hospitality sector” – says Maarten Edelman, Vice President of Business Development at the software company, which has offices in Germany, the US and Dubai. “As the implementation of our solutions at Serena Hotels and Mirror Lake Inn shows, we put our customers at the heart of what we do. Flexibility and the determination to tailor our services to their needs are important parts of the process.”
