Web development / Online booking system / Customer Relationship Management software / API integration

BACKGROUND

The Celtic Manor Resort is a world-renowned five-star business, golf and leisure resort that has hosted The Ryder Cup and the NATO Summit.

The Brief

The Celtic Manor Resort’s new website that we had developed needed to integrate with multiple reservation systems and marketing tools.

A key element of the project was to provide an online booking system for bedrooms across Celtic Manor's four different accommodation venues, with the ability to book golf tee times on their four courses.

Creating a first-class customer experience

Providing first class customer service is crucial for Celtic Manor Resort. Our thinkCRM customer relationship management solution plays a major role in creating positive relations with customers old and new.

Integrating the various resort systems within Celtic Manor Resort into thinkCRM, not only ensures data integrity but also allows us to deliver a full customer relations solution from which Celtic Manor can effectively communicate with their clients.

Utilising the data stored through customer details and transactions, the resort can gain accurate customer insight from trend analysis and purchasing activity. This can be used to tailor their services and target their promotional activity.

"We have worked with upriseVSI for a number of years and they have always provided a very professional service backed up with first class support."

James Lewis (Online Manager),
Celtic Manor Resort

Multiple API Integration

The Celtic Manor Resort has multiple booking systems for room reservations (Micros Opera), tee times and membership (Concept), and restaurant bookings (ResDiary). They also use a specialist email system to issue and manage all of their email communications (Adestra).

Our team of integration specialists were able to bring together all of these booking systems into one seamless website. Also, where the reservation systems could only provide raw data, upriseVSI built middleware to allow Celtic Manor’s yield team to have control over pricing and components for the website. The integration included a sophisticated audit of all XML communication, so incomplete bookings and errors were logged and could be traced. The bespoke shopping cart developed by upriseVSI for Celtic Manor is integrated with RealEx payment gateway for online bookings. Customers that use the online book solution can access a ‘My Booking’ area after completion to update their details or cancel a reservation.





CUSTOMER INSIGHT & AUTOMATED MESSAGING

Understanding your customer is crucial for any business. Celtic Manor Resort’s One Click CRM gives them access to every aspect of a client’s transactions with the business. Our reporting systems, together with customer insight analysis, help to uncover trends and opportunities and support customer service.

The system also delivers automated, rule-based and highly-personalised marketing and customer service messaging. Using an established real-time dataset and valuable customer insight, a series of automated emails were created. These were sent to relevant customers at the appropriate time, prior to arrival and after they had stayed. The email messaging is tailored to the customer’s purchase and presents offers and upgrades suitable for that booking. Daily reporting of management information keeps Celtic Manor Resort up to date and allows them to monitor customer response.

TECHNICAL ANALYSIS & DEVELOPMENT

Not all third-party-system providers can give access to the data a business holds in their software. There can be many reasons for third-party protectionism, but the experts at upriseVSI helped Celtic Manor Resort to get more from their providers.

Two of the systems providers were encouraged to engage with the project and upriseVSI took the lead in helping them understand the requirements. Both system providers received documented specifications for the integration that was required, including suggesting objects, data validation and sample data sets. This approach ensured the project progressed successfully, where so many fail.

"upriseVSI helped us design and implement an excellent mobile booking journey with a responsive design, which ensured a consistent user interface for any device."



James Lewis
Head of Digital
Celtic Manor Resort

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