Montreal's MConcierge unveils world-first 'guest relationship management' platform
Montreal's MConcierge Systems, a mobile-to-web software solution for the hospitality industry, has rolled out "its most ambitious global release to date"—the Guest Relationship Management platform.
GRM is a new turnkey web and mobile app that applies the principles of CRM and allows hotels to better serve their guests, build loyalty, and increase sales (in theory). The profiling engine leverages social media engagement, connects hotel profiles with guest social media profiles (via opt-in and open graph information), and builds loyalty through a social rewards program.
“We're excited to introduce the worlds first “Social” Customer Relation Management platform to the hospitality market,” said Anthony Zebrowski-Rubin, CEO of MConcierge. “Our new web and mobile platform, the first of its kind, will change the way hotels communicate with their guests, adding new levels of personalization which will not only improve business for hotels, but also improve their guests’ overall experience and rewards them for their loyalty, real time!”
How GRM Works:
• Stage 1: A guest books with the hospitality brand. MConcierge’s software collects all “open graph” data from social media websites such as Facebook, Linkedin, Twitter and Tripit. The data is fed into the GRM platform which groups, clusters and populates the data directly into the guest’s profile.
• Stage 2: The guest downloads the hospitality brand’s free mobile application onto their smartphone. The application rewards the guest for every activity performed using the mobile application with loyalty points for immediate on‐premise redemption.
• Stage 3: GRM communicates with the guest by personalized pre‐stay, on‐premise and post‐stay special offers. This reward program helps to increase client loyalty using customized customer campaigns while reducing room acquisition cost through a direct‐to‐client-booking engine.
To date the MConcierge basic application has been deployed in over 10,000 rooms globally. MConcierge was founded in 2010 and is based in Montreal, Canada.
