Integration Hubs: The Solution to Hotel on Legacy Technology

Technology
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December 13, 2021
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Rebecca Boyle
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4-min read

It is still quite common for hospitality companies to depend on legacy technology. While it may seem more cost-effective not to invest in new technology, legacy technology actually results in inefficient processes, repetitive data administration, missed business opportunities, and loss of revenue.

Hotels must advance their technology or fall behind their competitors.

Your Customer’s Changing Behavior

The expectations of hotel guests have changed with the increase in digitalization and COVID-19. They expect personalized service and extra health and safety measures such as contactless technology, which legacy systems cannot provide.

Millennials are the age group that travel the most with 82% of them traveling in 2019 and 78% of them preferring to spend on experiences. Gone are the days of simply selling a room; you must now provide something memorable and unique for your guests.  They want an experience.

Millennials prefer accommodations using the latest technology with 70% of those surveyed preferring amenities like mobile payments or keyless entry. 23% of millennials checked into their accommodations using a smartphone.

Guests expect a certain amount of tech that legacy systems cannot provide.

By implementing new technology in hospitality, hotels could see a 71% reduction in guest complaints, a 135% increase in online revenue, and a 19% increase in customer service ratings.

The impacts that legacy systems can have on hotels:

Hotels with legacy systems are losing money, maintaining an outdated system, and losing opportunities to grow their revenue.

The Solution for Companies with Legacy Technologies

Integration hubs enable the execution of third-party APIs as a part of a flow when a specific event occurs.

Software companies have created APIs to integrate with legacy technology. PMS and other systems have built open APIs into their core, so legacy systems no longer work as independent silos.

4 Advantages of Integration Hubs

  1. Preserve  your existing systems to avoid huge upfront investment and change management
  2. Streamline processes, reduce repetitive administration, and increase revenue by enabling data-driven decisions.
  3. Maintain data consistency and accuracy across systems without wasting time for staff to do this manually.  
  4. Data flows easier between the systems to create a guest-centric system, putting the guest at the heart of every decision.

How an Integration Hub can Help your Hotel

Centralized Database

A centralized database prevents wasting time inputting duplicate information.

With all data in one place, all staff and departments have access to the same information, which in turn results in guests being provided with a seamless customer journey and an improved guest experience overall, fewer complaints, and increased revenue.

Thunk’s Ecosystem Connector seamlessly integrates with the most critical and most commonly used PMS and POS  hospitality solutions to centralize data, making it easier to analyze data and make better decisions, such as forecasting budgets and trends.

Streamlined Processes

Sales and operations processes become easier and faster with an integration hub.  There is no wasted time for staff, improving productivity and motivation.

Customer-Centric System Framework

An integration hub provides hotels more control over their customers’ journeys. They can up-sell, cross-sell, and take advantage of every opportunity to market to the right people at the right time.

For instance, when a guest checks in, the receptionist can see that they booked to use the spa during their last stay. The receptionist can ask if they would like to do so again, and let them know of any spa offers. This customer-centric engagement will only increase customer loyalty, lower guest acquisition costs, and achieve a higher guest lifetime value.

Customization

Thynk's Ecosystem Connector allows hotels to create personalized communication, providing guests the personal service they expect.  For instance, an email can be triggered on a guest’s birthday to send them a discount to celebrate their birthday.  

With Thynk, hotels can ensure they are tailoring their services to meet the desired experience of their guests.

Reporting

Centralized data makes reporting quick and easy. Data is in real-time, so you can see what is happening at any time.

Having accurate and easily accessible data helps you make decisions quickly to avoid issues escalating, or to take advantage of trends.

Thynk leverages Salesforce to create simple and visual drag and drop reports and dashboards for sales, PMS, and POS data.

How Thynk can Help your Hotel?

Thynk is designed by hoteliers for hoteliers and combines the power of Salesforce’s CRM with ready-to-use hospitality modules.

Thynk creates a centralized database that enables hotels to track and connect with guests, check availability and rates, create and update group bookings and functions/events, as well as other reporting and forecasting functions.

Using Thynk's Ecosystem Connector enables you to streamline processes quickly and easily, personalize services, and increase revenue while working in harmony with your legacy systems.

Book a demo today to find out how Thynk can help you!
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