By Need

By Need2018-10-01T20:12:34+00:00

TRACK | BY NEED

Add Outbound Revenue

Add outbound revenue to your bottom-line during peak season or when bookings are low during the off season. The TRACK helps you  manage marketing and sales efforts for outbound call, print, email and digital advertising via social media, SMS and other digital platforms. Create omni-channel outbound marketing and sales campaigns, with ease.

Designed for Sales Teams

Manage sales teams and create custom events in TRACK CRM to increase outbound efficiency. Sales and reservations agents add birthdays, anniversaries and other customer events to create a robust customer profile. Sync these custom events with marketing automation, SMS and other outbound campaigns, to help build your pipeline.

Group Sales for Corporate Events

Set notifications within TRACK to re-engage with corporate group events and seminars, based off of previous engagements. Your group sales team can set triggers to send automated email marketing campaigns, that prime corporate and business accounts during their annual event schedule. Follow-up with a call to offer event services and create life-long partnerships with large corporate clients.

Execute “Smart” Marketing Campaigns

Create a promotional code or coupon for your next outbound marketing campaign, that has a direct call-to-action and instructions for existing guests to book their next stay. Create a uniform code for print mailers, marketing automation, social media and other marketing placements, to benchmark the success of outbound campaigns. When guests call or book their next stay using your special offer, sales will be able to record the impression as a “goal conversion” in TRACK CRM and contact center products.

Consulting Services
TRACK also offers additional consulting services to improve outbound sales and marketing activities. Our experience coaching 100s of hospitality companies to succeed, over the past 20 years, has given us a unique insight into the industry. Connect with us to discuss additional services we provide.

Grow Email Database

Grow your email marketing database in a variety of ways to help your property maintain a leading edge over the competition. TRACK’s customer success team will help you establish straightforward marketing strategies, to actively grow your email database.

Webforms and Social Media Promos

Utilizing contact forms and social media promotions, ads and sign-up sheets will help grow your email list. TRACK HS integrates with your website and social properties to help drive marketing list campaigns that grow your email marketing database.

CRM

Turn your inbound contact center leads into a marketing goldmine, buy creating complete guest profiles that your marketing team can utilize for outbound email marketing campaigns. By educating your staff and empowering them to take part in the overall success of the business, your team can grow email lists on a daily basis. TRACK CRM helps to align less technically adept staff, and onboard them in hours, versus weeks.

Write Compelling Content and Generate Leads

One of the most critical activities your marketing team can do is to write content for your website. In the age of digital media and mobile searches, the hospitality industry has many opportunities to engage with potential guests. Writing content about what guests can do during their stay; historical facts about the community and the location; and interviewing local businesses are easy topics to set your property apart from the pack. Attract warm leads via your website and funnel them to your reservation agents; while at the same time growing you email database.

Add Subscribe Links to Customer-Facing Email Signatures

An easy way to grow your email marketing database is to have guest-facing staff add a subscribe link in their email signature. The guests can click into the link, fill out a form, and then be automatically captured in TRACK CRM for ongoing email marketing and promotions.

Automate Opt-Ins to Grow List

During the inbound contact process, ask for guest’s email and then forward them an instant, automated email asking them if they’d like to join your email list. By asking when the guest is primed, they’re more likely to engage with marketing activities and subscribe. Turn traditional channels of communication, into marketing successes at every stage to grow email lists exponentially.

Encourage Guests to Share Content and Experiences, then Reward Them

Encourage guests to share your content and send your marketing team photos of their stay and other content. Create incentives to share content and invite guest’s networks to subscribe to email lists. Marketing automation and CRM can track guest engagement, then add them to “preferred” workflows, which contain special rewards, offers and campaigns.

Improve Agent Performance

Improve agent performance across all departments of your contact center. Empower sales to close more leads efficiently and improve guest experience in the process. TRACK can help your management team improve agent performance in the following ways:

Enable Forced Wrap-Up to Notate Inbound Requests

TRACK contact center automates the wrap-up and call summary process after agents are finished dialoguing with a customer. Creating robust notes under guest profiles is one of the most important methodologies in modern contact center performance management.

Listen Live and Call Recording

Improve agent performance during the onboarding process, during coaching sessions and performance review audits. Listen live is a capability that allows managers and coaches to tether into an agent’s active call during training and live review sessions. Call recording can be established to meet organizational needs — communications are recorded and archived in the cloud, and can be archived for as long as needed for due-diligence, compliance and training purposes.

Performance Management

Track KPIs that are necessary to create a profitable and high-performing contact center team. TRACK helps your call center managers review the performance of the team in real-time.

Analytics

With over 70 analytics data points available as standard TRACK’s customer success team will help establish the necessary views of the business for agents and management. Empower brand agents by including them in the analytics process, and by helping them to see the impact of their work.

Improve Call Center Performance

Improve call center performance in by implementing TRACK contact center. TRACK contact center helps improve performance of reservations, guest services and sales team in a variety of ways. Decrease customer abandonment and gain full control contact center activities using the intuitive and quick TRACK platform.

Monitor Performance in Real-Time

Monitor contact center performance in real-time with TRACK’s integrated analytics dashboard. Create dashboards for at the agent level, management level and executive level.  Track necessary KPIs, such as average time in call, abandonment rate, service level, speed to answer, after call summary time, and occupancy rate, along with 70 other out-of-the-box metrics. Or, create your own custom metrics to monitor contact center performance.

Omni-Channel Cloud Communications

Contact centers oftentimes fail to unify their brand experience across unique channels, such as social media, website and traditional media. If your team has a disparate view of the customer and what channel triggered an active response, how will your brand resonate with them? TRACK solves the biggest issue facing the hospitality industry — creating a seamless, omni-channel brand experience. Teams can view data at the guest level, to provide a detailed and accurate experience.

Ask the Right Questions and Improve Wrap-Ups

By establishing the proper checklists for sales and customer support, and entering them into TRACK CRM, contact center performance can increase exponentially. Define checklists for agents that glean unique data for each guest, to better market to them and increase brand affinity. Lifelong guests are the bread-and-butter of the hospitality industry. Families that book yearly vacations; couples on yearly anniversary trips; and corporate events are critical to stable revenue generation. TRACK’s forced wrap-up and customized CRM helps to empower agents, naturally, and begin to create a more granular view of guests.

Decrease Abandon Rate and Implement Call Scoring

Call scoring templates help implement point values for activities at the agent-level, helping to train and empower employees to succeed. Decrease abandon rate with seamless call center solutions that use cutting-edge tech, such as intelligent call routing and integration between existing platforms and PMS applications. Meet the expectation of guests at every touchpoint, with TRACK. Our sales and customer service teams utilize TRACK to manage outbound and inbound contact center activities. The TRACK executive team has implemented similar KPIs, call scoring and analytics, that leading hospitality companies utilize. What’s the point of selling a product, if you don’t use it yourself?

Improve Guest Experience

Improve guest experience by partnering with TRACK. With over 17 years in the travel and tourism industry, our product has been uniquely crafted to meet the demands of the modern traveller. Guests these days expect the most from their stay, at any price or location. TRACK makes managing guest’s expectations from initial booking, to checkout a straightforward process.

End-to-End Property Management System

Booking a guest’s stay is just the entry point to their experience with your brand. TRACK’s property management system enables staff to book housekeeping requests and maintenance orders within one platform, under a unique guest profile. Efficient and effective housekeeping and service requests are mission-critical to your operations team, in creating a positive guest experience.

Integrate with Other Platforms

TRACK’s Sales Link API makes integrating with multiple platforms possible. We also have established partnerships with many leading hospitality applications, such as: HomeAway, Maxxton, Resort Data Processing, Springer-Miller Systems, IQware, Virtual Resort Manager, Tee-Links, Streamline, Brightside Rental Management, RoomKey PMS, Kennedy Training Network, RealVoice and other leading hospitality software.

Omni-Channel Guest Communications
With TRACK, guests can communicate with your service team via email, live chat, SMS and call. Customer service can review any specific notes related to the guest’s stay in one platform. The days of piecing together disparate bits of guest data are now in the past.

Increase Inbound Conversions

Increase inbound conversions with TRACK’s powerful product suite. TRACK allows the guest to choose their preferred communication channel — email, secure messaging, chat, SMS or inbound call — to book their reservation and select additional services during their stay.

Meet Customers Where They Live

By offering a variety of communication channels and integrating them with your website, CRM and PMS systems, your services team can easily glean guest data to help provide an experience that will close the sale. Omni-channel communications solutions from TRACK are the clear choice for your sales team to improve their performance.

Marketing Automation

Guest profiles are created at the customer level and automated, to help your team better manage requests and close the sale. TRACK also provides email marketing automation, to communicate with guests on a one-to-one level, based on unique dates and events, called data tags: such as birthdays, anniversaries or other historical data archived in guest profiles.

Promotional Offers

Create promotional offers and other seasonal specials, during downtimes or when your property has light booking. Use TRACK CRM and email marketing to send the promotional offers, as well as social media, outbound call and other marketing channels, to generate more leads for your property.

Marketing to Increase Inbound Activity

By utilizing marketing automation and email marketing, your inbound leads will increase and TRACK will enable your reservations team with the necessary tools to close the sale. Create more warm leads that are primed to make a decision, meet them where they reside, and convert them to lifelong guests and brand advocates.

Incentivise Employee Performance Using Goals

Nothing makes going to work, working hard and doing a good job better than being recognized and compensated for your contributions. Empower contact center, guest services and sales staff with smart goals and lead scoring using TRACK templates and analytics. The KPIs that matter to the bottom-line are available at the click of a mouse, from both team and agent levels. Simply put, taking care of the people that matter most — employees — has the biggest impact on performance, retention and ultimately, the guest’s experience.

Create a difference and GET ON TRACK™

Easily manage your Contacts, Leads, Guests, Campaigns and Companies.

TRACK | BY NEED

Add Outbound Revenue

Add outbound revenue to your bottom-line during peak season or when bookings are low during the off season. The TRACK helps you  manage marketing and sales efforts for outbound call, print, email and digital advertising via social media, SMS and other digital platforms. Create omni-channel outbound marketing and sales campaigns, with ease. Designed for Sales Teams Manage sales teams and create custom events in TRACK CRM to increase outbound efficiency. Sales and reservations agents add birthdays, anniversaries and other customer events to create a robust customer profile. Sync these custom events with marketing automation, SMS and other outbound campaigns, to help build your pipeline. Group Sales for Corporate Events Set notifications within TRACK to re-engage with corporate group events and seminars, based off of previous engagements. Your group sales team can set triggers to send automated email marketing campaigns, that prime corporate and business accounts during their annual event schedule. Follow-up with a call to offer event services and create life-long partnerships with large corporate clients. Execute “Smart” Marketing Campaigns Create a promotional code or coupon for your next outbound marketing campaign, that has a direct call-to-action and instructions for existing guests to book their next stay. Create a uniform code for print mailers, marketing automation, social media and other marketing placements, to benchmark the success of outbound campaigns. When guests call or book their next stay using your special offer, sales will be able to record the impression as a “goal conversion” in TRACK CRM and contact center products. Consulting Services TRACK also offers additional consulting services to improve outbound sales and marketing activities. Our experience coaching 100s of hospitality companies to succeed, over the past 20 years, has given us a unique insight into the industry. Connect with us to discuss additional services we provide.

Grow Email Database

Grow your email marketing database in a variety of ways to help your property maintain a leading edge over the competition. TRACK’s customer success team will help you establish straightforward marketing strategies, to actively grow your email database. Webforms and Social Media Promos Utilizing contact forms and social media promotions, ads and sign-up sheets will help grow your email list. TRACK HS integrates with your website and social properties to help drive marketing list campaigns that grow your email marketing database. CRM Turn your inbound contact center leads into a marketing goldmine, buy creating complete guest profiles that your marketing team can utilize for outbound email marketing campaigns. By educating your staff and empowering them to take part in the overall success of the business, your team can grow email lists on a daily basis. TRACK CRM helps to align less technically adept staff, and onboard them in hours, versus weeks. Write Compelling Content and Generate Leads One of the most critical activities your marketing team can do is to write content for your website. In the age of digital media and mobile searches, the hospitality industry has many opportunities to engage with potential guests. Writing content about what guests can do during their stay; historical facts about the community and the location; and interviewing local businesses are easy topics to set your property apart from the pack. Attract warm leads via your website and funnel them to your reservation agents; while at the same time growing you email database. Add Subscribe Links to Customer-Facing Email Signatures An easy way to grow your email marketing database is to have guest-facing staff add a subscribe link in their email signature. The guests can click into the link, fill out a form, and then be automatically captured in TRACK CRM for ongoing email marketing and promotions. Automate Opt-Ins to Grow List During the inbound contact process, ask for guest’s email and then forward them an instant, automated email asking them if they’d like to join your email list. By asking when the guest is primed, they’re more likely to engage with marketing activities and subscribe. Turn traditional channels of communication, into marketing successes at every stage to grow email lists exponentially. Encourage Guests to Share Content and Experiences, then Reward Them Encourage guests to share your content and send your marketing team photos of their stay and other content. Create incentives to share content and invite guest’s networks to subscribe to email lists. Marketing automation and CRM can track guest engagement, then add them to “preferred” workflows, which contain special rewards, offers and campaigns.

Improve Agent Performance

Improve agent performance across all departments of your contact center. Empower sales to close more leads efficiently and improve guest experience in the process. TRACK can help your management team improve agent performance in the following ways: Enable Forced Wrap-Up to Notate Inbound Requests TRACK contact center automates the wrap-up and call summary process after agents are finished dialoguing with a customer. Creating robust notes under guest profiles is one of the most important methodologies in modern contact center performance management. Listen Live and Call Recording Improve agent performance during the onboarding process, during coaching sessions and performance review audits. Listen live is a capability that allows managers and coaches to tether into an agent’s active call during training and live review sessions. Call recording can be established to meet organizational needs -- communications are recorded and archived in the cloud, and can be archived for as long as needed for due-diligence, compliance and training purposes. Performance Management Track KPIs that are necessary to create a profitable and high-performing contact center team. TRACK helps your call center managers review the performance of the team in real-time. Analytics With over 70 analytics data points available as standard TRACK’s customer success team will help establish the necessary views of the business for agents and management. Empower brand agents by including them in the analytics process, and by helping them to see the impact of their work.

Improve Call Center Performance

Improve call center performance in by implementing TRACK contact center. TRACK contact center helps improve performance of reservations, guest services and sales team in a variety of ways. Decrease customer abandonment and gain full control contact center activities using the intuitive and quick TRACK platform. Monitor Performance in Real-Time Monitor contact center performance in real-time with TRACK’s integrated analytics dashboard. Create dashboards for at the agent level, management level and executive level.  Track necessary KPIs, such as average time in call, abandonment rate, service level, speed to answer, after call summary time, and occupancy rate, along with 70 other out-of-the-box metrics. Or, create your own custom metrics to monitor contact center performance. Omni-Channel Cloud Communications Contact centers oftentimes fail to unify their brand experience across unique channels, such as social media, website and traditional media. If your team has a disparate view of the customer and what channel triggered an active response, how will your brand resonate with them? TRACK solves the biggest issue facing the hospitality industry -- creating a seamless, omni-channel brand experience. Teams can view data at the guest level, to provide a detailed and accurate experience. Ask the Right Questions and Improve Wrap-Ups By establishing the proper checklists for sales and customer support, and entering them into TRACK CRM, contact center performance can increase exponentially. Define checklists for agents that glean unique data for each guest, to better market to them and increase brand affinity. Lifelong guests are the bread-and-butter of the hospitality industry. Families that book yearly vacations; couples on yearly anniversary trips; and corporate events are critical to stable revenue generation. TRACK’s forced wrap-up and customized CRM helps to empower agents, naturally, and begin to create a more granular view of guests. Decrease Abandon Rate and Implement Call Scoring Call scoring templates help implement point values for activities at the agent-level, helping to train and empower employees to succeed. Decrease abandon rate with seamless call center solutions that use cutting-edge tech, such as intelligent call routing and integration between existing platforms and PMS applications. Meet the expectation of guests at every touchpoint, with TRACK. Our sales and customer service teams utilize TRACK to manage outbound and inbound contact center activities. The TRACK executive team has implemented similar KPIs, call scoring and analytics, that leading hospitality companies utilize. What’s the point of selling a product, if you don’t use it yourself?

Improve Guest Experience

Improve guest experience by partnering with TRACK. With over 17 years in the travel and tourism industry, our product has been uniquely crafted to meet the demands of the modern traveller. Guests these days expect the most from their stay, at any price or location. TRACK makes managing guest’s expectations from initial booking, to checkout a straightforward process. End-to-End Property Management System Booking a guest’s stay is just the entry point to their experience with your brand. TRACK’s property management system enables staff to book housekeeping requests and maintenance orders within one platform, under a unique guest profile. Efficient and effective housekeeping and service requests are mission-critical to your operations team, in creating a positive guest experience. Integrate with Other Platforms TRACK’s Sales Link API makes integrating with multiple platforms possible. We also have established partnerships with many leading hospitality applications, such as: HomeAway, Maxxton, Resort Data Processing, Springer-Miller Systems, IQware, Virtual Resort Manager, Tee-Links, Streamline, Brightside Rental Management, RoomKey PMS, Kennedy Training Network, RealVoice and other leading hospitality software. Omni-Channel Guest Communications With TRACK, guests can communicate with your service team via email, live chat, SMS and call. Customer service can review any specific notes related to the guest’s stay in one platform. The days of piecing together disparate bits of guest data are now in the past.

Increase Inbound Conversions

Increase inbound conversions with TRACK’s powerful product suite. TRACK allows the guest to choose their preferred communication channel -- email, secure messaging, chat, SMS or inbound call -- to book their reservation and select additional services during their stay. Meet Customers Where They Live By offering a variety of communication channels and integrating them with your website, CRM and PMS systems, your services team can easily glean guest data to help provide an experience that will close the sale. Omni-channel communications solutions from TRACK are the clear choice for your sales team to improve their performance. Marketing Automation Guest profiles are created at the customer level and automated, to help your team better manage requests and close the sale. TRACK also provides email marketing automation, to communicate with guests on a one-to-one level, based on unique dates and events, called data tags: such as birthdays, anniversaries or other historical data archived in guest profiles. Promotional Offers Create promotional offers and other seasonal specials, during downtimes or when your property has light booking. Use TRACK CRM and email marketing to send the promotional offers, as well as social media, outbound call and other marketing channels, to generate more leads for your property. Marketing to Increase Inbound Activity By utilizing marketing automation and email marketing, your inbound leads will increase and TRACK will enable your reservations team with the necessary tools to close the sale. Create more warm leads that are primed to make a decision, meet them where they reside, and convert them to lifelong guests and brand advocates. Incentivise Employee Performance Using Goals Nothing makes going to work, working hard and doing a good job better than being recognized and compensated for your contributions. Empower contact center, guest services and sales staff with smart goals and lead scoring using TRACK templates and analytics. The KPIs that matter to the bottom-line are available at the click of a mouse, from both team and agent levels. Simply put, taking care of the people that matter most -- employees -- has the biggest impact on performance, retention and ultimately, the guest’s experience.

Create a difference and GET ON TRACK™

Easily manage your Contacts, Leads, Guests, Campaigns and Companies.