Premier Hotels Enhances Loyalty Program with Libra OnDemand

One of Ukraine’s leading luxury hotel brands, Premier Hotels, has upgraded its Premier Club loyalty program with Libra OnDemand and its suite of 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, 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.

"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," said 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 can be accessed by any internet-connected device with proper encrypted credentials. This has enabled Premier Hotels to reduce costs for equipment and technical support, by as much as 90%, without compromising customer engagement or staff efficiency.

"With Libra OnDemand, centrally managing our loyalty program has become much easier, as we have all data for all the properties online," Podgoretska added. “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 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 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.

"Libra OnDemand offers midsize hotel companies like Premier Hotels a flexible and affordable solution for managing their loyalty programs," said Libra OnDemand CEO, Gregg Hopkins. "Some of our competitors let guests collect points online, but then force them to contact a call center to redeem them. We provide a full 360-degree solution that enables hotels to manage guest loyalty on their own terms."

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