One Platform: Cross Functional and Scalable
Central Data Warehouse with Hospitality
Architecture
•Profile De-duplication Engine •360 Degree Profile of Guests
and Prospects
ESP
•ZDirect is Hospitalities‘ Email Service Provider (ESP) and is optimized for the hospitality industry
•Authentication (DKIM and SPF) •Bounce Handling and
unsubscribes
•Sub Domain Delegation •In house knowledge of
CAN-SPAM laws and email best practices
•ZDirect is whitelisted with ISP’s to ensure maximum
deliverability •ISP Feedback loops •ISP Relations team •Members of MAAWG •Ability for Front to see if
transactional email was opened
Marketing •eMarketing Campaign Development •Targeted Marketing •Automated Responsive Designer •A/B Split Testing •Frozen Templates •Approval Process
•PMS Interfaced ROI Reporting
Guest Journey Triggered Emails: Intelligent
Communication
•Patented Dynamic Content Communication Engine •RezQueue Operations Portal •Room Upgrade Engine •Amenity Upgrades
Forms Center and Web Form Integration
•I-Profiler: Customer Acquisition Engine •Survey Engine •Electronic Concierge On Demand Loyalty Management System
•Guest Portal Access
•Update Profile and Preferences •Social Media login and
integration
Goal: Increase Revenue Opportunities:
ZDirect’s Revenue Drivers
Booking Cart Abandonment Room Upgrade Engine Package Add Ons eConcierge
ENHANCED 360° PROFILES
Lifecycle of
Guest Profile
•
Stay Revenue
•
Lifetime Value
•
RFM
Once you have scored customers
using RFM, you will be able to:
Decide who to promote to and predict the
response rate
Optimize promotional discounting by
maximizing response rate while
reducing overall discount costs
Determine which parts of the site or
activities attract high value customers
and focus on them to increase
Data
Analysis-Predictive Modeling
• Customized Predictive Modeling of Customer Lifetime Value
• Per Customer according to business rules • Demographics • Transaction history • Cart Abandonment • Web Analytics • Social Data • Preference Data • Guest Satisfaction • Marketing Performance
Take the guess work out of upselling
to your guests
Hoteliers are able to offer guests the amenities and add-ons
guests are most likely to purchase
Intelligent business rules determine your hotels most
relevant amenities, add-ons, offers and upgrades to
offer based on past, present and future spending
Predictive Modeling
Look-alike Targeting
Online travel review sites
(user generated content &
reviews)
Guest Response Center
Configurable Survey Notification Settings
Configure Daily Alert Emails
Defining which Survey Entries need Responses
Manual and Automatic Response flags
Guest Response Center
Reply from ZDirect’s Operations Portal
Branded Response Email Template
HTML WYSIWYG Editor for a Branded
look and feel
Guest Response Center
Guest Reply Notifications
TripAdvisor Guest Reviews
More Reviews = More Revenue
Automate Guest Satisfaction Surveys
Send guests directly to TripAdvisor to leave a
review
Semantic Analysis
Build Lasting Guest Relationships
Review and Respond to guest submitted surveys
TripAdvisor Integration pulls reviews into
ZDirect’s Response Center
Real-time
and
continuous
Reports on Demand
and Automated
Reports
•Arrival Reports
•Auto Email Reports
•Survey Reports
•Audit Reports
•Survey Analysis Report
•Upgrade Reports
•Performance Report
•Auto Responder Report
•Loyalty Liability Report
•Loyalty Property Billing Report
•Multi Property Report
•Survey Dashboard Report
•Loyalty Dashboard Report
•Corporate Property Billing
•Multi Property Histogram
Segmentation and
targeting of website
visitors, booking engine
visitors, and call center
leads using predictive
analytics/propensity
modeling to deliver
dynamic content
personalization (up-sell
and cross-sell offers)
based on the guest’s
Performance
Measurement:
Reservation Reporting
Advanced BI reporting, modeling, and predictive analytics to better understand future
Performance
Measurement
• Source of Business
Increase Loyalty Sign Ups
Encourage guests to join property Rewards, upgrade to VIP status and receive personalized benefits of each level.
Include incentive messaging in all messaging content:
• Welcome Emails
• Web form communication
• Marketing Messages
Digital Loyalty
Cards
Push Notifications
“Treat your guests like you would like to be treated and then go even further by, in that classic phrase:
Social Media (profiles,
preferences, behavior)
Guest Portal
• Social Medial Log In
• Capture unstructured Data
Guest Portal
• Capture unstructured Data
