Digital Transformation : "Are you doing it right?"
What comes to mind when you think of DX (Digital Transformation) in hotels? Smart check-in? Smart order? Those are correct, of course. They enhance staff productivity and customer satisfaction, which leads to upselling and significantly improves TRevPAR.
However, the true value of DX lies in 'data.'
The moment a hotel is built as a digital platform, data begins to accumulate. You can identify the most frequent check-in times, the items with the highest order volumes, and what actions generate the most upselling.
By analyzing each customer’s behavior and patterns, you acquire a valuable asset for the hotel. The true value of DX lies in connecting data with other data.
Have you ever experienced this? After buying a handbag from brand A on a shopping app, you start seeing ads for similar handbags. Many apps and web services we use already analyze our patterns and recommend similar ads or guide our actions, quite naturally.
This is called Customer Relationship Management Marketing, or CRM. Unlike one-sided services or marketing, CRM analyzes customer preferences and patterns to engage in a series of continuous interactions with the customer. TECH.CO, a tech marketing company, reported that companies using CRM software saw a 29% increase in sales and a 34% increase in productivity compared to before.
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While app or web service recommendations are only valid for the few minutes you are logged in, hotels are different. Guests receive recommendations during their stay, often for one or two days. This longer interaction allows for high-quality service recommendations and upselling.
But it doesn’t end there. On the DOWHAT platform, data from all hotels can be shared on agreement. The pattern data of a guest’s stay at Hotel A can be utilized when they stay at Hotel B.
For instance, if a guest who likes medium-rare steak and enjoys swimming has a great experience at Hotel A, and similar coupons and vouchers for their favorite products or services are sent when they stay at Hotel B, their experience will be even more satisfying. Ultimately, hotels within the platform can induce significant upselling effortlessly.
By connecting all data within a single platform, guests enjoy greater satisfaction, and hotels reap greater profits—this is DOWHAT's vision.
Currently, DOWHAT, with its proprietary IT technology, integrates all existing hospitality legacy solutions, enabling Multi Source – One Channel management through DOWHAT. We’ve implemented this as the CONNECT API Hotel Platform, achieving technical integration with most existing devices and hotel solutions, including PMS, RMS, door locks, AI, robots, kiosks, and IoT.
Are you excited about the future advancements in DX? Let’s lead innovation in the hospitality industry together and set new standards!
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