Product Presentation

CRM Meets Hospitality

It’s all about the

customer

CRM Meets Hospitality… in the Cloud

* HotSOS – Hotel Service Optimization / Incident Tracking System

Loyalty & Rewards

Sales Force Automation

Hospitality CRM

Catering & Events

Integration

& Centralizati

on

HotSOS* Integration

Data Analytics

Libra OnDemand is the hospitality industry’s first CRM, Loyalty & Rewards, Sales & Catering and Data Analytics application built entirely on the salesforce.com platform.

Libra OnDemand provides a complete set of tools designed to optimize operations, drive sales efforts and increase revenues for the world's premier hospitality organizations.

The core philosophy of an effective CRM solution is

where the Customer becomes the center of attention, enabling your organization to establish

and maintain a relationship with each and

every Customer.

360° View of the CustomerAll customer profile data is immediately available, including reservations history and projection, revenue information, preferences and special requests. The system facilitates communication between users to provide superior customer service.

• Manage the entire event process from the initial customer inquiry and ordering service items to printing out the BEO

• Graphical function maps• Meeting space rental, catering services, AV

equipment automatically booked and posted to the PMS

• Track tasks and activities, schedule joint meetings, assign tasks to other users and set up activity templates for frequently or automatically assigned tasks

• Power, monitor and analyze your email marketing campaigns

• Built from the ground up as a multi-property solution

• Facilitates an exchange of customer profile information between your properties and central office

• Guest and company profile information is centralized, giving you valuable account intelligence and powerful marketing tools

• Major key performance indicators, such as Occupancy %, ADR, Revenue, RevPAC or RevPAR are analyzed across multiple categories

• Data is grouped by market segment, source of business, room type, revenue type, tracking code or other parameters

• Over 100 standard graphical dashboards, charts and reports

• Account and contact data is synchronized with your PMS, providing you with an integrated solution to manage your Company History, Travel Agency History, Sales Masters, Guest History and Booker Profiles

• Recognize and reward your frequent customers with your own innovative Loyalty, Frequent Guest and Membership Rewards programs

• Points can be awarded based on Revenue, Number of Stays or Room Nights and redeemed for vouchers, gift certificates, upgrades or free stays

Collect data from all points of contact

Libra OnDemand integrates seamlessly to central reservation systems, property management systems, point-of-sale, Internet booking engines, and social media sites.

Use the data at all points of contact

Libra OnDemand puts all the relevant information in the hands of your sales and marketing and guest relations teams, providing them the tools to be effective and efficient in their day to day operations.

Communicate on all channels…

…to create new points of contact

www.yourhotel.com

Product Demonstration

CRM and Guest Profile ManagementComprehensive CRM functionality designed specifically for the hospitality industry. A complete 360° view of your customers’ profiles and integration with the leading Property Management Systems and other hospitality systems.

Sales Force AutomationKeeps your sales reps organized and working together so your customers receive the attention they deserve. Access Customer Preferences, Email Offers, Guest Surveys and Reservations all on one screen.

Email MarketingLibra OnDemand partners with Vertical Response and other solutions to provide fully integrated email marketing services.

Loyalty & Rewards ManagementView customers’ frequent guest profile information, manage member accounts, rewards points accrual and redemption

Branded Loyalty ProgramsRecognize and reward your frequent customers with your own branded Loyalty, Frequent Guest and Membership Rewards programs.

Catering & Events ManagementManage the entire sales process from initial event inquiry to booking function space and generating service orders. Functions can be created on the fly using our interactive Functions Map.

Catering & Events ManagementBook function charges such as meeting space rental, food & beverage and audio-visual items. Manage item inventory and availability.

Catering & Events ManagementGenerate Banquet Event Orders, Departmental Function Sheets, Contracts and other documentation.

Reporting & Data AnalyticsHospitality-specific Key Performance Indicators (KPIs) are analyzed on a daily, monthly and yearly basis, by property or for the entire hotel chain.

Technology Platform

Runs 100% natively on Force.com platform

No infrastructureHighly scalableProven uptimeHigh availabilityAccessible anywhere100% customizableOpen APIsAutomatic upgradesNo vendor lock-in

Enterprise Implementation

What is theresult?

We begin with a deep dive

•One day with yourexecutive team•In your corporateoffices•Our team will facilitate•Each possessingdeep hospitality andCRM background

Time/Place What goesin?

•Understanding of yourcurrent situation ●Barriers to success ● Resources •Clarity on your growthgoals and the expectedoutcome of the CRMproject•Timeline and results

•Project mission•Opportunityassessment map/growth plan•Outline of requiredinitiatives for successfulimplementation•Rough timeline

Then we move to plan creation2 ½ Day Intensive, Cross-Functional Offsite Planning Session

The focus is business growth, versus just the technology implementation. The output is an implementable, measurable Project Plan

The Agenda

Activities Work Plan Development

Decision Making Initiatives, Deliverables and

Ownership Dependencies

Interfaces

Outputs Team Membership and

Ownership for Each Component of the Strategy

High Level Plans for each Initiative (5-7 Deliverables per

initiative) Preliminary Strategy Plan with

Key Interfaces Identified

Activities Process Optimization Risks and Mitigation

Review Next Steps

Close

Outputs Scrubbed Strategy Schedule

Strategy for Optimizing Strategies

Risk Management Plan Issues Log

Validated Assumptions List Plan of Next Steps

Activities Strategy Review

Core Values Success Criteria

Outputs Business Strategy

Objective Statement (BSOS) Success Criteria Tradeoff Matrix Scope Definition

Day 2 - Plan Day 3 – ReviewDay 1 - Vision

The Team

Tactical CRM Talent

Technical Talent

Marketing Talent

Executive Oversight

Implementation• CRM Tactical Talent is the key

“hands on” person for the implementation, with technical oversight by Technical Talent and marketing direction from Marketing Talent.

• We provide the project management talent to ensure that everything on the plan is accomplished.

• Overall Project Director will conduct the weekly status calls and any face to face meetings with the executive team.

• We provide 24x7 access to our secure Intranet which details where every aspect of the project plan stands.– GREEN = no problems– YELLOW = danger of slipping– RED = behind

Thank you

Matthew White| Managing DirectorMcLaren International (HQ)Suite 4, Level 2, 99 Elizabeth St| P.O. Box 2000Sydney, NSW AustraliaAustralia +61 2 9231 5320 | Mobile: +61 4 1449 3848Singapore +65 6549 7204 Skype: mattwhite3848 | Web: www.mclarenint.comEmail: matthew.white@mclarenint.com

For additional information and to request your free 30-day trial, please contact us at www.mclarenint.com or at the address below: