Libra OnDemand Presentation

Company OverviewCompany Overview

Libra OnDemand LLC Internal Documentation, not for distribution without authorization. REV DATE: 24-Jan-2011

Global Success Story:Global Success Story: Worldwide Customer BaseWorldwide Customer Base Channel Partner NetworkChannel Partner Network

Established March 2009 Privately held; based in Celebration, FL Worldwide Sales, Support and Channel

Partner Network 1st salesforce.com ISV Partner in hospitality Award-winning CRM applications for

hospitality Focused on Cloud-based technologies

Libra OnDemand LLC Internal Documentation, not for distribution without authorization.2

About UsAbout Us


To date, Libra OnDemand has been licensed in over 200200 properties, with

57,000+57,000+ rooms in 1717 countries.



“Libra OnDemand, built on the Force.com platform, allows us to open up our systems to this incredible engine and do things with data that we never thought would be possible without spending hundreds of thousands of dollars.” – Brian Seays, Peabody Hotel Group

Libra OnDemand LLC Internal Documentation, not for distribution without authorization.

CRM Meets Hospitality… CRM Meets Hospitality… in the Cloudin the Cloud

Subscription-based pricing

No upfront capital investment

Highly scalable Proven uptime Certified security 100% customizable Open APIs Real-time upgrades

5Libra OnDemand LLC Internal Documentation, not for distribution without authorization.

Unlimited Real-Time Customization

Granular Security & Sharing

Real-Time Workflow& Approvals

Programmable User Interface

Real-Time Mobile Deployment

Real-Time Analytics

750+ Integrated Applications

Multitenant Kernel

ISO 27001 Certified Security

Proven, Real-Time Scalability

Programmable Cloud Logic

Real-Time Sandbox Environments

Integrated Content Library

Real-Time Web Sites

Salesforce to Salesforce

Proven Real-Time integration

ProvenReliability

Real-Time Upgrades 3 Global Data Centers & Disaster Recovery

Real-Time Query Optimizer

Real-Time Transparent System Status

The core philosophy of every effective CRM

solution is where the Customer becomes the

center of attention, enabling your organization to establish and maintain a relationship with each and

every Customer.



Why Can’t Your CRM Application Why Can’t Your CRM Application Be As Easy as Facebook?Be As Easy as Facebook?

Groups & Events

Customer Service

Real-Time Rates & Availability

Accounts & Contacts

Email & Productivity

Consumer Web

Collaboration


Real-Time Visibility Real-Time Visibility and Toolsand Tools

Sell Better with More Apps

Gain Real-TimeVisibility

Create & Automate Processes

Customize to your business Automate processes Provide reps more time to sell

Measure forecasts and performance in real-time

Create dashboards with clicks not code

Add apps fast with just clicks Solve almost any business need

360° View of the Customer360° View of the Customer10


Centralization of Customer DataCentralization of Customer Data

Collect the data from from all points of contact


Communicate the data to to allpoints of contact


13

Closed Loop Closed Loop CRM StrategyCRM Strategy


CentralReservations

PropertyManagement

System

Group Sales & Events

Email

Surveys

Service Orders

Typical ConfigurationDistribution Website

Email

14

Closed Loop Closed Loop CRM StrategyCRM Strategy


CentralReservations

Distribution Website

Surveys

Service Orders

PropertyManagement

System

Group Sales & Events

(Libra OnDemand OR Third Party)

Libra OnDemand OR Third Party


CRM Meets Hospitality… CRM Meets Hospitality… in the Cloudin the Cloud

Real Time Analytics

Integration & Centralization

Email Campaigns & Surveys

Libra Portals

Sales Force Automation

Accounts &Contacts

LoyaltyManagement

Profile Management

CustomerService

GroupBookings

Catering Events & Functions

Product Product BriefingBriefing


17

Today, It’s Nearly Impossible To Today, It’s Nearly Impossible To Stay On Top of EverythingStay On Top of Everything


Know Your CustomerKnow Your Customer


Reservations check list

Transient and group rooms

management

Revenue tracking and reporting

Preference/previous stay

management

Amenity management

Service and incident tracking

Stay-based tasks and activities

Service entitlements based on

loyalty status

18


Track Every Track Every Customer InteractionCustomer Interaction

Maximize Productivity Gain a 360°customer view

All preferences, requests, rates, groups, events and stays on a single screen

Log calls, emails, tasks and events

Track activity history

Email MarketingEmail Marketing


Targeted Communications Built-in HTML editor Event triggered emails Email campaigns List management

Static lists Dynamic lists

Campaign analytics Reservation specific, pre-stay surveys Guest satisfaction surveys


Work Seamlessly Work Seamlessly with Office Appswith Office Apps

Microsoft Outlook

Lotus Notes

Google Apps

Spend More Time Selling Integrate with your favorite desktop productivity apps

Automatically attach emails to the right record


Collaboration Moving Collaboration Moving to the Cloudto the Cloud

1980’s1980’sWork Group

Computing

2000’s2000’sIntranet

Computing

TodayTodaySocial

Computing

Lotus NotesNovell GroupWise

SharePointGrooveFile Sharing


Introducing Chatter: Real-time Introducing Chatter: Real-time Collaboration for EnterprisesCollaboration for Enterprises

Easy to Use: Works like Facebook

Trusted:

Relevant:

Secure, private application

Choose the people, documents, and apps to follow

Dominic ShineCIO, Reed Exhibitions

Chatter for Hospitality Chatter for Hospitality OrganizationsOrganizations

Follow your accounts

Actively “connect-the-dots”

Increase productivity

Stay On Top Of Your Deals

Discover new experts

Integrate with other apps



Turn Social Media Conversations Turn Social Media Conversations Into New CustomersInto New Customers

For Marketers Run measureable Twitter campaigns

and turn Tweets into leads

For Sales Follow and influence prospects on

Twitter

Social


Advance Your Business From Advance Your Business From Anywhere with MobileAnywhere with Mobile

Stay Productive on the Road Find what you need, when you need it

Improve data quality and pipeline visibility

Customize anything to meet your business needs


Measure and Measure and Forecast ResultsForecast Results

Maximize Forecast Accuracywith customizable forecasting

Gain Real-time Visibility into performance, pipeline, revenue, win rates, and activities

Business Intelligencewith key performance indicators, data modeling, analytics, and property comparisons

Manage Customer ExpectationsManage Customer Expectations

Concierge Desk

Concierge Desk

ActivityReservations

ActivityReservations

Single Guest Itinerary

Single Guest Itinerary

Service TrackingService

Tracking

Local Information

Local Information



Focus on the Customer Single Guest Itinerary

Service requests and tracking– Packages

– Amenities

– Messages and faxes

– Transportation requests

– Guest issues

– Activities

Unparalleled Unparalleled Customer ServiceCustomer Service


Exceed Exceed ExpectationsExpectations

Centralized Informationlinks to local restaurants, points of interest, attractions, museums, etc.

Experience Management sends emails and SMS communications on pre-stay information, activities, dining reservations, transportation requests, area tours, local weather, driving directions, maps, etc.

Activities and Reservationsinterfaces to spa management, golf tee time, dining reservations, theatre, etc. with status tracking on the guest reservation profile


What Are Sales Executives What Are Sales Executives Dealing With?Dealing With?

Sales Effectiveness

Lead Generation

No Systematic Sales Process

Can’t Integrate Process to CRM

Missed Quotas

Inconsistent Performance of “B” Reps

Poor Lead Quality and Conversion

Marketing-Sales Gap

Weak Sales Pipeline

Seasonality

Visibility

Missed Revenue Goals

Inaccurate Sales Forecasts

Lack of Predictability

Productivity

Wasted Time− Reporting− Finding

Information− Managing

Change

Weak Sales Pipeline

Not Enough Time with Customers

Account ManagementAccount Management


Organized and Working Together Global, national and/or local property

sales teams

Lead capture and tracking

Track sales activities, set revenue goals, and monitor each sales representative’s performance

Pipeline management


Automate Approvals Automate Approvals and Workflowand Workflow

Real-Time Approvals & Workflow

Maximize Sales Efficiency

Streamline approvals to increase deal velocity

Automate follow-up tasks to improve sales effectiveness


Group Management Group Management Made EasyMade Easy

Close Business Faster Manage entire sales lifecycle

Easily create group blocks

Manage rates and booking conditions

Generate contracts, track activities, and send emails


Access Real-time Access Real-time AvailabilityAvailability

Know What to Sell and When Integration with the PMS

Single-property and Multi-property view

Definite vs. Tentative vs. Waitlist


Manage Manage Successful EventsSuccessful Events

No Detail Will Be Missed Sales process visibility

Real-time view into function space availability

Drag-and-drop functions

Easily create BEOs

Stay organized and efficient


The Basics of LoyaltyThe Basics of Loyalty

Enhance Guest Experience

•Learn who the guest is

•Capture their preferences

•Recognize repeat guests

•Gather feedback

•Stay engaged


Recognize Your Guests…Recognize Your Guests…even if you don’t know them!

Branded Loyalty ProgramsBranded Loyalty Programs


Reward program managementReward program management

Points accruals and redemptionPoints accruals and redemption

Gift card / member accountingGift card / member accounting

Fully embracing Web 2.0 technologies, today’s hospitality organizations must

communicate on all channels…


Use CasesUse Cases

Member UpdatesPrivileges and

Rewards

Loyalty and Membership

Rewards

Loyalty and Membership

Rewards

AmenitiesPreferences

Service OrdersIncident Reports

Guest ServicesGuest Services

Email OffersPre-Stay and

Guest Sat Surveys

Customer Communications

Customer Communications

The Cloud CommunityThe Cloud

Community


Self Service B2C PortalSelf Service B2C Portal

At Your Service Self-service customer interaction through

hotel’s website Incorporate look and feel Registration and authentication engine

NOTE: requires separate license, based upon number of authenticated Customer logins.


www.yourhotel.com

…enabling you to create new points of contact and use your website

as the foundation of your CRM

business practices


http://

Service OptimizationService Optimization

Streamline Communications Employee-facing user interface for service

optimization Incident management Service delivery Customer relations Guest services

NOTE: requires separate license, based upon number of named User logins.


Integration Integration WorkflowsWorkflows


True SaaS IntegrationTrue SaaS IntegrationLibra OnDemand Integration Cloud Architecture


Integration Data FlowIntegration Data Flow

Hospitality Management System

Hospitality Management System

PMS or CRSPMS or CRS

Internet MarketingInternet

MarketingDB Cleansing and EnrichingDB Cleansing and Enriching

Service Optimization

Service Optimization

Guest SurveysGuest

Surveys

Reservations and StaysCustomer Profiles

Customer Profiles and PreferencesMembership Information

Profile and Loyalty Updates

Libra PortalsLibra Portals


Integration OptionsIntegration Options

48

External SystemExternal System

XML (REST) Messaging

CSV File Exchange

SOAP Web Services

Web Pages through URL



Getting Getting StartedStarted


Source: Gartner, Inc.

Source: AMR senior research analyst Robert Bois, TechTarget, CIO News

Source: Forrester Research, How to Risk-Proof Your Culture for CRM, Feb. 27, 2009

CRM Implementations Fail CRM Implementations Fail From Poor AdoptionFrom Poor Adoption

50


What Drives Adoption?What Drives Adoption?

When Employees Get… Managers Get…

Usability

Adoption

Visibility

Action

Easy to Use

Partners in SuccessPartners in Success

Customer Success Manager Customer Success Manager

Onsite Project ManagerOnsite Project Manager

Technical TalentTechnical Talent


What is theresult?

We Begin with a Deep Dive We Begin with a Deep Dive

• In your corporateoffices with your executive team

• Customer Success Manager possessing deep hospitality andCRM background

Time andPlace

What goesin?

• Understanding of yourcurrent situation• Barriers to success• Resources

• Clarity on your growthgoals and the expectedoutcome of the CRMproject

• Timeline and results

• Project mission• Opportunity

assessment map/growth plan

• Outline of requiredinitiatives for successfulimplementation

• Rough timeline


DISCOVERY PHASE

Professional ServicesProfessional Services

TRAINING PHASE Project Manager is the key “hands

on” person for the implementation, with technical oversight by Technical Talent.

We provide the project management talent to ensure that everything on the plan is accomplished.


CONFIGURATION PHASE Customer Success Manager will

conduct the weekly status calls and any face to face meetings with the executive team.

We provide 24x7 access to our secure portal which details where every aspect of the project plan stands.

55

Support ServicesSupport Services


Personalized Support Solutions Assigned Customer Success

Manager Unlimited case limit Response time SLA

2 business days (Basic Support) 2 hours (Premier Support)

24/7 online Support Portal Live phone support Best practice consultations Administrator services available

Product Demonstration

Thank YouThank You

L. Gregory Hopkins | President & CEOLibra OnDemand LLC482 Water StreetCelebration, FL 34747-0904 USATel: +1 407.412.9296 | Cell: +1 407.399.7161Skype: gregg.hopkins | Web: www.libraondemand.comEmail: [email protected]

For additional information and to request your free 30-day trial, please contact us at www.LibraOnDemand.com or at the address below:


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