2020 may have stunted some growth in the global hotel and timeshare markets, but experts still expect an industry increase of 2% to 9.45% respectively by 2023. To keep up with the surge in demand and competition, Royal Resorts has spent the last several years innovating and evolving to better serve its customers and staff.
Here’s how Corporate Special Projects Manager Federico Beyer and his team have been transforming customer experience and employee engagement with Salesforce and AppExchange apps.
Shifting Away from Outdated, Manual Processes
Established in 1975, Royal Resorts has a long history of providing secluded, luxury amenities to those looking for memorable vacations. But by 2018, while many aspects of their resort experience had been updated, the company’s concierges were still using pen and paper to manage customer interactions and information.
On top of those manual processes to record valuable business insights, concierges also had to individually email every customer for every touchpoint
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