Home	RDP Sales	Contact Us	Training
RDP Support		Open a Web Support Ticket
RDPWin Knowledge Base	RDP-DOS Knowledge Base	IRM and IRM.Net Knowledge Base	Crystal Knowledge Base

Customer Relationship Management (CRM)

Trainers: Steve Dortch, Terri Csete

Session 8: 2:00 p.m. - 3:30 p.m.

Goal

The Goal of this presentation is to install, configure and maintain the CRM module.

Overview

The CRM module has multiple purposes.

Provide a central database for customers with multiple directories.
Provide a “frequent guest” or “rewards” program for returning guests.
Provide on-line access for customers to update their personal profile.

Guest History vs. CRM

Action	Guest History	CRM
Creates a record when reservation is created	Yes
Updates a record when reservation changes are made	Yes
Ability to track reservation history	Yes	Yes
Ability to maintain e-mail addresses	Yes	Yes
Ability to upload guest records from multiple directories		Yes
Ability to maintain a reward points system		Yes
Allows customer to edit personal profile		Yes
Allows more standard fields for adding personal information		Yes
Allows for room preferences		Yes
Ability to gather custom guest data. Ex. Interests or hobbies		Yes

Configuration

Properties.
- Create an entry for each property.
Rules.
- Create award rules for new users.
- Create award rules for each stay.
- Property: Rules can be configured separately for each property.
- Starting: Adapts based on which criteria are selected (such as date range).
- Ending: Adapts based on which criteria are selected. Specifically used for date ranges.
- Exchange Rate: – Based on the Rule Type, Criteria, Starting, and Ending conditions; this field represents how many dollars a point is worth.
- Per: When designating the exchange rate, select Room Charge, Night, and Reservation from this drop-down.
Member Levels (Examples).
- Gold.
- Silver.
- Bronze.
Contact Types
E-mail Types
Phone Types
Guest Types
Market Codes
Transaction Types
Labels
CRM Update
CRMWeb
Remote Server
Miscellaneous

Add Guests to CRM

Manually add records to the CRM
CRM Update**
CRMWeb

** Note: The CRM update program does not add guests to the CRM when the guest history record has no address or phone information. The CRM update program checks for duplicate last names, phone numbers, and addresses. When installed at multiple resorts with multiple servers, the CRM Update program needs to be run from each data server to update the main database on the main CRM data server.

Change Guests in CRM

Manually change records in the CRM

Award Points

Review and process points using CRM update.
Manually post points to a member record.

Statements

Generate Statements

Redeem Points

Redeem points.

Home	RDPWin	RDP-DOS	IRM/IRM.Net	Open A Web Support Ticket
	Version 2.xxx	Upgrade to RDPWin	Link to Marketing Site	Contact Us
	Training	Vendor Interfaces	Troubleshooting	RDP Sales Website