Premier Hotels Upgrades Loyalty Program with Libra OnDemand

Ukraine's leading luxury hotel brand, Premier Hotels, succeeded in upgrading its Premier Club loyalty program by turning to Libra OnDemand and its suite of easy-to-use Web-based applications. Libra OnDemand enables hoteliers to manage customer relationships, drive loyalty initiatives, focus sales, manage catering events and perform on-demand business analytics.

Premier Hotels, a seven-property chain managed by Kiev-based Premier International Ltd., recently set out to incorporate an option for earning and spending bonuses within its Premier Club loyalty program, an enhancement that required a solid technical platform. Libra OnDemand's online consumer-facing Customer Portal and its customizable back-end Loyalty Management system were the perfect fit.

"Shortly after implementing Libra OnDemand, we discovered other benefits of the system that we had not even realized, like the meetings and events module, email marketing, extensive reporting capability, the sales activities module and even guest history recording," says Tanya Podgoretska, director of sales and marketing for Premier Hotels. "Libra OnDemand gives us complete control of all of our customer relationship management needs in a single, intuitive solution."

With Libra OnDemand's hosted platform, the system exists in the "Cloud," able to be accessed by any Internet-connected device with proper encrypted credentials -- Premier Hotels has been able to drastically reduce costs for equipment and technical support, by as much as 90%, without compromising customer engagement or staff efficiency.

Managing seven properties throughout Ukraine with different property management systems accumulating statistics had proved to be a time-consuming process for Premier Hotels, but Libra OnDemand's Software-as-a-Service characteristics streamlined sales efforts and dramatically reduced the company's internal miscommunications. "With Libra OnDemand, centrally managing our loyalty program has become much easier, as we have all data for all the properties online," Podgoretska says. "The same concerns sales activities -- using account profiles recorded by each of our properties and knowing the background, we can build up our communications with corporate accounts more efficiently and effectively."

Built on the Force.com platform, Libra OnDemand is infinitely scalable and integrates seamlessly with the hotel industry's top property management systems, giving emerging companies like Premier Hotels an affordable CRM solution that can evolve and grow with them. In addition, the Loyalty Management module is adaptable to any existing loyalty program, providing added flexibility. Points can be awarded based on revenue, number of stays or room nights and redeemed for vouchers, gift certificates, upgrades or free stays. Loyalty program members can even view and manage their membership data online, redeem reward points, purchase gift certificates and request room upgrades through the Libra OnDemand Customer Portal, which is embedded into the hotel company's website.

Since not all guests want the same things from their hotel loyalty programs (some crave points redeemable for free nights, while others value the perks and special recognition that make travel more enjoyable) Premier Hotels leverages Libra OnDemand's dynamic CRM management platform to effortlessly cater to both types of guests.