Protel REP Integration With ProCampaign^®

Designing Tomorrow Today: protel.I/O and ProCampaign^®

Booking behaviour has changed considerably in recent decades, not least due to the emergence of booking portals, increasing transparency through hotel ratings and rising price sensitivity. The feedback from other guests has become an important decision criterion for future bookings - and often counts more than the hotels' own description or marketing content.

Success is achieved by hotels that react to this. Success is achieved by those who offer their guests a simple platform to express their opinion about the hotel and their stay at the destination. By analyzing hotel reviews, hoteliers can prioritize operational and service improvements and enhance the guest experience. In this way, they can increase the satisfaction of their guests and sustainably boost their turnover.

Protel.I/O and ProCampaign^® – a Dream Team

The protel.I/O Enterprise Hospitality Platform connects all areas of the hotel infrastructure and ensures a constant flow of data within the hotel. At the heart of every hotel is the property management system, where all relevant information about the hotel and its guests comes together.

ProCampaign^® is the comprehensive Reputation Management System (REP) that enables hotels to offer their guests a convenient platform to evaluate their stay, the hotel and the services. The integrated modules enable marketing managers and CRM managers to identify, prioritize and implement potential for improvement and thus increase guest satisfaction in the long term.

First-class Hotel Reputation Management with ProCampaign^®

With the Reputation Management functions of ProCampaign^®, hoteliers have the option of moderating, confirming, rejecting, archiving or highlighting the hotel reviews received via the integrated moderation panel. You can assign the author of a rating to a group and thus highlight your loyal guests or frequent reviewers. The wide range of configuration options offers you complete flexibility in your reputation management: For example, you can define very flexibly whether your hotel guests are only allowed to give an overall rating in the form of stars or whether they should additionally rate certain subcategories (e.g. service, cleanliness or location of the hotel). Set or deactivate the comment function as required and determine whether or not your guests may mark ratings as helpful.

Use the hotel ratings submitted to select specific target groups and to carry out targeted campaigns. Ratings submitted by a known author are stored in the respective 360° customer profile in your ProCampaign^® database. This information is therefore available to you when selecting target groups. For example, you can specifically select all persons who have rated your wellness offers with at least 4 out of 5 stars and invite them to a test campaign for your new massage offer. Persons who were not completely satisfied may be pleased about an apology email or an additional service offer.

ProCampaign^® Golden Questions – Surveys of the Future

ProCampaign^® offers you the opportunity to play out complete surveys to your guests in addition to conventional hotel ratings and reviews. These can be in the form of comprehensive surveys, which is particularly suitable for satisfaction enquiries. If you would like to learn more about your guests over time and not bother them with an extensive questionnaire, we recommend the use of so-called Golden Questions: Each time a guest logs into their personal online account on your website, they are asked a question from your prioritized question catalog. This significantly increases the willingness to answer and offers you the opportunity to learn more about your guests bit by bit and to use this knowledge specifically for your marketing campaigns.

Get to Know Your Guests Better and Create Relevance

Learn more about your guests by analyzing their hotel reviews and surveys and gain valuable insights into their interests and preferences. Use this information for even more relevance in your communication. You can also create incentives through personalized coupon codes that you manage in ProCampaign^® and send by e-mail. Reward the loyalty of your guests with discounts, vouchers or special offers.