General About CRM Customer Relationship Management .... General About Hilton Company Hilton Worldwide Hotel Group is an American hotel group founded by Conrad Hilton in the early 20th
INTRODUCTION ABOUT HILTON COMPANY AND CRM SYSTEM
General About Hilton Company
Hilton Worldwide Hotel Group is an American hotel group founded by Conrad Hilton in the early 20th century with 5,000 hotels and resorts in more than 102 countries and territories Hilton is one of the world's largest hotel groups with 14 brands of different hierarchies With a history of more than 100 years of operation, Hilton Group has been constantly striving to improve quality services, giving customers the best experience to deserve the standard of "5-star luxury hotel" top of the world The Hilton hotel group consists of 18 different hotel segments from mid-range and up, including prominent names such as Hampton Inn, Hilton Garden Inn, Conrad Hotels & Resort, DoubleTree by Hilton, etc nation All the luxury and classy real estate projects associated with the Hilton name are always the top destinations of elite businessmen and famous artists
In Vietnam, the Hilton hotel system has been present and "stormed" in the luxury 5- star hotel market with names such as Hilton Hanoi Opera, Hilton Garden Inn Hanoi, Hilton
Da Nang and Hilton Saigon Gon is in the opening phase All hotels are luxuriously designed, with world-class service quality, giving guests a great experience when staying here.
General About CRM ( Customer Relationship Management )
Hilton OnQ CRM (Customer Relationship Management) execution providers facilitate the streamlining and automation of workflow experiences, permitting efficiency in guest register, check out, and also the duration of the stay
Realize that customers are more satisfied when hotel staff know when customers have problems and the relaxing environment at the hotel is perfect
-At the end of 2003, Hilton lost $50 million to the OnQ customer information system
- Loyalty management strategy implemented in 2 years
-Result: 100% satisfied customers and really become loyal customers of the hotel
• OnQ application of the Hilton hotel chain currently manages 2,250 hotels of the Hilton group OnQ integrates 10 interlocking applications for seven main activities such as:
• OnQ as a decision support tool.
● There is room keeping mode for high-class customers
● Customers can have what they want in their room: drinking water, extra pillows, treadmill
● More service packages: golf, spa, theater…
● Established a web base connecting the company's travel departments to book rooms directly from its central reservation system
● Deployment of portals - travel registration for employees, discount benefits according to quantity…
The Architecture Of System
Identify the input data sources for the CRM In addition to the sales force (sales), CRM can be combined with other systems to form many input data sources for themselves For example: connecting to the website to receive customer feedback, connecting to the call center system to consult, answer questions, support customers
Analysis, statistics and reporting functions Reports include:
- Dashboards (Home Page): a summary of information on the homepage, allowing users to quickly view relevant information
- Marketing: reporting campaign effectiveness (ROI - Return On Investment)
- Sales Trends: report the trend of business activities, sales, profit and loss
- Cases Reports: reports on customer-related cases
- Customer Profiles: reports on customer data on the system
The omnichannel marketing functionality of CRM
CRM Multi-Channel Marketing simplifies and extends CRM marketing automation solutions New functionality includes an Advocacy Wizard for simplified campaign setup and execution, Campaign Manager for tracking results across channels, and Auto Lead Capture for lead web integration into CRM CRM Multi-Channel Marketing includes functions for better management of email marketing, online advertising, newsletters, search engine marketing, rental listings, telesales programs, webcasts, and traditional advertising
- Campaign Wizard simplifies the experience of managing campaigns The Campaign Wizard takes a marketer through a step-by-step process for setting up marketing campaigns This expedites the process for marketers to design, develop and implement programs
-Campaign Manager with ROI Reports generates tracking URLs for online programs, impression profiles, and advertising program cost information to provide a real- time ROI report based on opportunities generated and close with campaign
- Automatically capture customer information by registering information on the website, will automatically store customer information about the CRM system when customers visit the website and leave information
Sales functions, including modules such as customer information management (Account, Contact), sales opportunity management, lead management, forecasting
After-sales support function includes modules such as incident management, system error management (bug), support for receiving feedback via email (inbound email), warehouse support Knowledge base as well as Customer Portal
The collaboration function includes several modules such as project management, document management, project task management Especially, CRM can integrate with MS
Outlook or Gmail to send and receive emails, keep track of customer care history via email
The functions in the Platform section include:
- Role Manager : manage user permissions
- User Management: manage adding and removing users in the system
- Layout Editor / Custom fields : manage custom interface / add or remove fields
- Workflow : manage workflow (defined according to predefined conditions)
People And Their Roles In CRM system
Customer relationship management (CRM) is a method to help businesses approach and communicate with customers in a systematic and effective way, manage customer information such as account information, needs, contact to serve customers better
Although contributing to increasing the competitiveness of the business, the CRM system is not always successful and brings benefits to the business Therefore, CEO - Aki Ratner emphasized: "CRM can change the way business is done, but it doesn't take into account the fact that the understanding that gives the company a sharp competitive edge is not achieved organized in a database and program structure but within the realm of the people who actually run the business, those who act not only in the orientation but also in laying the groundwork for success actually of an organization" Indeed, people are the decisive factor in the success of CRM
The first is to mention the role of experts: technical staff, programmers and CRM experts Household is the person who installs the CRM, parameters, configures the system and subgroups and users These programs designate the CRM to operate according to the needs of the business, creating an environment for business managers and employees to interact with the CRM In addition, programmers can conduct periodic checks and give advice to businesses to maximize the use of CRM, helping businesses solve difficulties in the process of CRM application
5.2 The Role of the Manager
Managers have the role of creators of a "hypothetical environment" to test new processes, new distribution channels, and new media before deciding to scale investments in software
CRM programs target an audience that the company can only influence but not control: customers Therefore, you need to use CRM to listen to customers, observe their behavior and use that information to guide the development and delivery of products and services
Leaders can do things that machines cannot do They have a role to play in bringing employees together More than that, they collect data and share essential information about customer needs and how it affects customer behavior and attitudes
Develop lists of possible business cases for your CRM program to ensure that financial decisions are always based on certain criteria
Recognizing the past, present and future CRM implementation problems to be careful while implementing CRM so that operations are least risky as well as better customer care Above are the very important roles of the leader for CRM
The role of data is crucial to the success of CRM In the process of preparing this data, the role of staff, especially salesperson, is very important A salesperson is a person who has direct contact with customers, collects, records and fully enters customer information into the database system for CRM to work The construction of customer data will help employees and businesses save time and costs, focus on exploiting this data source to improve the ability to serve and satisfy the needs of customers quickly.
ODOO APPLICATION
Three applications comparision
- 3 Odoo functions and business processes
Thảo 19071081 - I Introduction about Hilton company and CRM system
Odoo architecture
Hoàng Trang My 19071064 - I Introduction about Hilton company and CRM system
Lê Thanh Thảo 18071500 - II Odoo application
- 5 Solution to develop new function for Odoo
Odoo functions and business processes
Thảo 19071081 - I Introduction about Hilton company and CRM system
Hoàng Trang My 19071064 - I Introduction about Hilton company and CRM system
Lê Thanh Thảo 18071500 - II Odoo application
- 5 Solution to develop new function for Odoo
I INTRODUCTION ABOUT HILTON COMPANY AND CRM SYSTEM 5
2 General About CRM ( Customer Relationship Management ) 5
5 People And Their Roles In CRM system 10
5.2 The Role of the Manager 10
3 Odoo functions and business processes 17
4 Odoo application in managing Hilton Group’s Hospitality (+demo) 30
5 Solution to develop new function for Odoo 37
1 Hotels by Hilton - Book the Best Rates Across All Brands (2023) Available at: https://www.hilton.com/en/ (Accessed: 10 January 2023) 40
5 (2023) Youtube.com Available at: https://www.youtube.com/watch?v=YUZb1tX4IFA (Accessed: 12 January 2023) 41
I INTRODUCTION ABOUT HILTON COMPANY AND CRM SYSTEM
Hilton Worldwide Hotel Group is an American hotel group founded by Conrad Hilton in the early 20th century with 5,000 hotels and resorts in more than 102 countries and territories Hilton is one of the world's largest hotel groups with 14 brands of different hierarchies With a history of more than 100 years of operation, Hilton Group has been constantly striving to improve quality services, giving customers the best experience to deserve the standard of "5-star luxury hotel" top of the world The Hilton hotel group consists of 18 different hotel segments from mid-range and up, including prominent names such as Hampton Inn, Hilton Garden Inn, Conrad Hotels & Resort, DoubleTree by Hilton, etc nation All the luxury and classy real estate projects associated with the Hilton name are always the top destinations of elite businessmen and famous artists
In Vietnam, the Hilton hotel system has been present and "stormed" in the luxury 5- star hotel market with names such as Hilton Hanoi Opera, Hilton Garden Inn Hanoi, Hilton
Da Nang and Hilton Saigon Gon is in the opening phase All hotels are luxuriously designed, with world-class service quality, giving guests a great experience when staying here
2 General About CRM ( Customer Relationship Management )
Hilton OnQ CRM (Customer Relationship Management) execution providers facilitate the streamlining and automation of workflow experiences, permitting efficiency in guest register, check out, and also the duration of the stay
Realize that customers are more satisfied when hotel staff know when customers have problems and the relaxing environment at the hotel is perfect
-At the end of 2003, Hilton lost $50 million to the OnQ customer information system
- Loyalty management strategy implemented in 2 years
-Result: 100% satisfied customers and really become loyal customers of the hotel
• OnQ application of the Hilton hotel chain currently manages 2,250 hotels of the Hilton group OnQ integrates 10 interlocking applications for seven main activities such as:
• OnQ as a decision support tool.
● There is room keeping mode for high-class customers
● Customers can have what they want in their room: drinking water, extra pillows, treadmill
● More service packages: golf, spa, theater…
● Established a web base connecting the company's travel departments to book rooms directly from its central reservation system
● Deployment of portals - travel registration for employees, discount benefits according to quantity…
Identify the input data sources for the CRM In addition to the sales force (sales), CRM can be combined with other systems to form many input data sources for themselves For example: connecting to the website to receive customer feedback, connecting to the call center system to consult, answer questions, support customers
Analysis, statistics and reporting functions Reports include:
- Dashboards (Home Page): a summary of information on the homepage, allowing users to quickly view relevant information
- Marketing: reporting campaign effectiveness (ROI - Return On Investment)
- Sales Trends: report the trend of business activities, sales, profit and loss
- Cases Reports: reports on customer-related cases
- Customer Profiles: reports on customer data on the system
The omnichannel marketing functionality of CRM
CRM Multi-Channel Marketing simplifies and extends CRM marketing automation solutions New functionality includes an Advocacy Wizard for simplified campaign setup and execution, Campaign Manager for tracking results across channels, and Auto Lead Capture for lead web integration into CRM CRM Multi-Channel Marketing includes functions for better management of email marketing, online advertising, newsletters, search engine marketing, rental listings, telesales programs, webcasts, and traditional advertising
- Campaign Wizard simplifies the experience of managing campaigns The Campaign Wizard takes a marketer through a step-by-step process for setting up marketing campaigns This expedites the process for marketers to design, develop and implement programs
-Campaign Manager with ROI Reports generates tracking URLs for online programs, impression profiles, and advertising program cost information to provide a real- time ROI report based on opportunities generated and close with campaign
- Automatically capture customer information by registering information on the website, will automatically store customer information about the CRM system when customers visit the website and leave information
Sales functions, including modules such as customer information management (Account, Contact), sales opportunity management, lead management, forecasting
After-sales support function includes modules such as incident management, system error management (bug), support for receiving feedback via email (inbound email), warehouse support Knowledge base as well as Customer Portal
The collaboration function includes several modules such as project management, document management, project task management Especially, CRM can integrate with MS
Outlook or Gmail to send and receive emails, keep track of customer care history via email
The functions in the Platform section include:
- Role Manager : manage user permissions
- User Management: manage adding and removing users in the system
- Layout Editor / Custom fields : manage custom interface / add or remove fields
- Workflow : manage workflow (defined according to predefined conditions)
5 People And Their Roles In CRM system
Customer relationship management (CRM) is a method to help businesses approach and communicate with customers in a systematic and effective way, manage customer information such as account information, needs, contact to serve customers better
Although contributing to increasing the competitiveness of the business, the CRM system is not always successful and brings benefits to the business Therefore, CEO - Aki Ratner emphasized: "CRM can change the way business is done, but it doesn't take into account the fact that the understanding that gives the company a sharp competitive edge is not achieved organized in a database and program structure but within the realm of the people who actually run the business, those who act not only in the orientation but also in laying the groundwork for success actually of an organization" Indeed, people are the decisive factor in the success of CRM
The first is to mention the role of experts: technical staff, programmers and CRM experts Household is the person who installs the CRM, parameters, configures the system and subgroups and users These programs designate the CRM to operate according to the needs of the business, creating an environment for business managers and employees to interact with the CRM In addition, programmers can conduct periodic checks and give advice to businesses to maximize the use of CRM, helping businesses solve difficulties in the process of CRM application
5.2 The Role of the Manager
Managers have the role of creators of a "hypothetical environment" to test new processes, new distribution channels, and new media before deciding to scale investments in software
CRM programs target an audience that the company can only influence but not control: customers Therefore, you need to use CRM to listen to customers, observe their behavior and use that information to guide the development and delivery of products and services
Leaders can do things that machines cannot do They have a role to play in bringing employees together More than that, they collect data and share essential information about customer needs and how it affects customer behavior and attitudes
Develop lists of possible business cases for your CRM program to ensure that financial decisions are always based on certain criteria
Recognizing the past, present and future CRM implementation problems to be careful while implementing CRM so that operations are least risky as well as better customer care Above are the very important roles of the leader for CRM
The role of data is crucial to the success of CRM In the process of preparing this data, the role of staff, especially salesperson, is very important A salesperson is a person who has direct contact with customers, collects, records and fully enters customer information into the database system for CRM to work The construction of customer data will help employees and businesses save time and costs, focus on exploiting this data source to improve the ability to serve and satisfy the needs of customers quickly
Link application https://www.odoo com/ https://www.predictivean alyticstoday.com/erpnext https://www.hirehop.c om/
Windows, Mac, Linux, SaaS / Web, iPhone, iPad, Android
Windows, Mac, Linux, SaaS / Web, iPhone, iPad, Android, Chromebook
Audience Companies of all sizes and budgets
Small to medium sized businesses looking for an open source and flexible ERP solution
Business Hours, 24/7 Live Support, Online
Offers API Does not offers API Offers API
Pricing $12.00/month/use r +Free Version +Free Trial
$5 per user per month + Free Version
FREE +Free Version +Free Trial
Webinars, Live Online, In Person
Documentation, Live Online, In Person
So how can Odoo solve problems?
Odoo is an open source, the biggest advantage compared to the average cost of $ 6.1 million above With Vietnamese businesses this is very important With increasing management professional requirements, the application of an ERP software with a free free solution is clearly a good choice It is also thanks to this open source factor, many companies can participate in developing and adding auxiliary modules Unlike SAP, the Oracle cost is high, Odoo is easy to install on many OS platforms
Solution to develop new function for Odoo
I INTRODUCTION ABOUT HILTON COMPANY AND CRM SYSTEM 5
2 General About CRM ( Customer Relationship Management ) 5
5 People And Their Roles In CRM system 10
5.2 The Role of the Manager 10
3 Odoo functions and business processes 17
4 Odoo application in managing Hilton Group’s Hospitality (+demo) 30
5 Solution to develop new function for Odoo 37
1 Hotels by Hilton - Book the Best Rates Across All Brands (2023) Available at: https://www.hilton.com/en/ (Accessed: 10 January 2023) 40
5 (2023) Youtube.com Available at: https://www.youtube.com/watch?v=YUZb1tX4IFA (Accessed: 12 January 2023) 41
I INTRODUCTION ABOUT HILTON COMPANY AND CRM SYSTEM
Hilton Worldwide Hotel Group is an American hotel group founded by Conrad Hilton in the early 20th century with 5,000 hotels and resorts in more than 102 countries and territories Hilton is one of the world's largest hotel groups with 14 brands of different hierarchies With a history of more than 100 years of operation, Hilton Group has been constantly striving to improve quality services, giving customers the best experience to deserve the standard of "5-star luxury hotel" top of the world The Hilton hotel group consists of 18 different hotel segments from mid-range and up, including prominent names such as Hampton Inn, Hilton Garden Inn, Conrad Hotels & Resort, DoubleTree by Hilton, etc nation All the luxury and classy real estate projects associated with the Hilton name are always the top destinations of elite businessmen and famous artists
In Vietnam, the Hilton hotel system has been present and "stormed" in the luxury 5- star hotel market with names such as Hilton Hanoi Opera, Hilton Garden Inn Hanoi, Hilton
Da Nang and Hilton Saigon Gon is in the opening phase All hotels are luxuriously designed, with world-class service quality, giving guests a great experience when staying here
2 General About CRM ( Customer Relationship Management )
Hilton OnQ CRM (Customer Relationship Management) execution providers facilitate the streamlining and automation of workflow experiences, permitting efficiency in guest register, check out, and also the duration of the stay
Realize that customers are more satisfied when hotel staff know when customers have problems and the relaxing environment at the hotel is perfect
-At the end of 2003, Hilton lost $50 million to the OnQ customer information system
- Loyalty management strategy implemented in 2 years
-Result: 100% satisfied customers and really become loyal customers of the hotel
• OnQ application of the Hilton hotel chain currently manages 2,250 hotels of the Hilton group OnQ integrates 10 interlocking applications for seven main activities such as:
• OnQ as a decision support tool.
● There is room keeping mode for high-class customers
● Customers can have what they want in their room: drinking water, extra pillows, treadmill
● More service packages: golf, spa, theater…
● Established a web base connecting the company's travel departments to book rooms directly from its central reservation system
● Deployment of portals - travel registration for employees, discount benefits according to quantity…
Identify the input data sources for the CRM In addition to the sales force (sales), CRM can be combined with other systems to form many input data sources for themselves For example: connecting to the website to receive customer feedback, connecting to the call center system to consult, answer questions, support customers
Analysis, statistics and reporting functions Reports include:
- Dashboards (Home Page): a summary of information on the homepage, allowing users to quickly view relevant information
- Marketing: reporting campaign effectiveness (ROI - Return On Investment)
- Sales Trends: report the trend of business activities, sales, profit and loss
- Cases Reports: reports on customer-related cases
- Customer Profiles: reports on customer data on the system
The omnichannel marketing functionality of CRM
CRM Multi-Channel Marketing simplifies and extends CRM marketing automation solutions New functionality includes an Advocacy Wizard for simplified campaign setup and execution, Campaign Manager for tracking results across channels, and Auto Lead Capture for lead web integration into CRM CRM Multi-Channel Marketing includes functions for better management of email marketing, online advertising, newsletters, search engine marketing, rental listings, telesales programs, webcasts, and traditional advertising
- Campaign Wizard simplifies the experience of managing campaigns The Campaign Wizard takes a marketer through a step-by-step process for setting up marketing campaigns This expedites the process for marketers to design, develop and implement programs
-Campaign Manager with ROI Reports generates tracking URLs for online programs, impression profiles, and advertising program cost information to provide a real- time ROI report based on opportunities generated and close with campaign
- Automatically capture customer information by registering information on the website, will automatically store customer information about the CRM system when customers visit the website and leave information
Sales functions, including modules such as customer information management (Account, Contact), sales opportunity management, lead management, forecasting
After-sales support function includes modules such as incident management, system error management (bug), support for receiving feedback via email (inbound email), warehouse support Knowledge base as well as Customer Portal
The collaboration function includes several modules such as project management, document management, project task management Especially, CRM can integrate with MS
Outlook or Gmail to send and receive emails, keep track of customer care history via email
The functions in the Platform section include:
- Role Manager : manage user permissions
- User Management: manage adding and removing users in the system
- Layout Editor / Custom fields : manage custom interface / add or remove fields
- Workflow : manage workflow (defined according to predefined conditions)
5 People And Their Roles In CRM system
Customer relationship management (CRM) is a method to help businesses approach and communicate with customers in a systematic and effective way, manage customer information such as account information, needs, contact to serve customers better
Although contributing to increasing the competitiveness of the business, the CRM system is not always successful and brings benefits to the business Therefore, CEO - Aki Ratner emphasized: "CRM can change the way business is done, but it doesn't take into account the fact that the understanding that gives the company a sharp competitive edge is not achieved organized in a database and program structure but within the realm of the people who actually run the business, those who act not only in the orientation but also in laying the groundwork for success actually of an organization" Indeed, people are the decisive factor in the success of CRM
The first is to mention the role of experts: technical staff, programmers and CRM experts Household is the person who installs the CRM, parameters, configures the system and subgroups and users These programs designate the CRM to operate according to the needs of the business, creating an environment for business managers and employees to interact with the CRM In addition, programmers can conduct periodic checks and give advice to businesses to maximize the use of CRM, helping businesses solve difficulties in the process of CRM application
5.2 The Role of the Manager
Managers have the role of creators of a "hypothetical environment" to test new processes, new distribution channels, and new media before deciding to scale investments in software
CRM programs target an audience that the company can only influence but not control: customers Therefore, you need to use CRM to listen to customers, observe their behavior and use that information to guide the development and delivery of products and services
Leaders can do things that machines cannot do They have a role to play in bringing employees together More than that, they collect data and share essential information about customer needs and how it affects customer behavior and attitudes
Develop lists of possible business cases for your CRM program to ensure that financial decisions are always based on certain criteria
Recognizing the past, present and future CRM implementation problems to be careful while implementing CRM so that operations are least risky as well as better customer care Above are the very important roles of the leader for CRM
The role of data is crucial to the success of CRM In the process of preparing this data, the role of staff, especially salesperson, is very important A salesperson is a person who has direct contact with customers, collects, records and fully enters customer information into the database system for CRM to work The construction of customer data will help employees and businesses save time and costs, focus on exploiting this data source to improve the ability to serve and satisfy the needs of customers quickly
Link application https://www.odoo com/ https://www.predictivean alyticstoday.com/erpnext https://www.hirehop.c om/
Windows, Mac, Linux, SaaS / Web, iPhone, iPad, Android
Windows, Mac, Linux, SaaS / Web, iPhone, iPad, Android, Chromebook
Audience Companies of all sizes and budgets
Small to medium sized businesses looking for an open source and flexible ERP solution
Business Hours, 24/7 Live Support, Online
Offers API Does not offers API Offers API
Pricing $12.00/month/use r +Free Version +Free Trial
$5 per user per month + Free Version
FREE +Free Version +Free Trial
Webinars, Live Online, In Person
Documentation, Live Online, In Person
So how can Odoo solve problems?
Odoo is an open source, the biggest advantage compared to the average cost of $ 6.1 million above With Vietnamese businesses this is very important With increasing management professional requirements, the application of an ERP software with a free free solution is clearly a good choice It is also thanks to this open source factor, many companies can participate in developing and adding auxiliary modules Unlike SAP, the Oracle cost is high, Odoo is easy to install on many OS platforms