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Libra	
  OnDemand	
  LLC	
  Internal	
  Documenta4on,	
  not	
  for	
  distribu4on	
  without	
  authoriza4on.	
  
The	
  core	
  philosophy	
  of	
  every	
  
                                                                             ...
It’s all about the



                                                                                                    ...
360°	
  View	
  of	
  the	
  Customer
                                                                                    ...
Collect	
  data	
  from	
  all	
  points	
  of	
  contact	
  




                                                        ...
Use	
  the	
  data	
  at	
  all	
  points	
  of	
  contact	
  




                                                       ...
Fully	
  embracing	
  today’s	
  Web	
  2.0	
  
                                                                          ...
…enabling	
  your	
  organiza4on	
  to	
  create	
  
                                                                     ...
Product	
  Demonstra4on	
  




Libra	
  OnDemand	
  LLC	
  Internal	
  Documenta4on,	
  not	
  for	
  distribu4on	
  with...
CRM	
  Meets	
  Hospitality…	
  in	
  the	
  Cloud	
  
                                                 Libra OnDemand is ...
CRM	
  and	
  Guest	
  Profile	
  Management
                                                                              ...
Customer	
  Portal
                                                                                                       ...
Loyalty	
  &	
  Rewards	
  Management
                                                                                    ...
Branded	
  Loyalty	
  Programs
                                                                                           ...
TwiJer	
  Integra>on	
  
                                                    Monitor Twitter for mentions of your property...
Sales	
  Force	
  Automa>on	
  
                                                    Keep your sales team organized and wor...
Database	
  Email	
  Marke>ng	
  
                                                    Send booking confirmations, pre-arri...
Catering	
  &	
  Events	
  Management
                                                                                    ...
Catering	
  &	
  Events	
  Management
                                                                                    ...
Repor>ng	
  &	
  Data	
  Analy>cs
                                                                                        ...
Technology	
  PlaTorm	
  




Libra	
  OnDemand	
  LLC	
  Internal	
  Documenta4on,	
  not	
  for	
  distribu4on	
  withou...
Runs	
  100%	
  na>vely	
  on	
  the	
  
                                                                        Force.com...
Libra	
  OnDemand	
  Integra>on	
  Data	
  Flow	
  

                                                                     ...
Integra>on	
  Op>ons
                                                                                                     ...
Property	
  Management	
  and 	
  
                                                                                       ...
Service	
  Op>miza>on	
  Systems	
  (HotSOS)
                                                                             ...
3rd	
  Party	
  Internet	
  Marke>ng	
  Services
                                                                         ...
Database	
  Cleansing	
  and	
  Enriching	
  

                                                                           ...
Guest	
  Sa>sfac>on	
  Measurement
                                                                                       ...
Enterprise	
  Implementa4on	
  




Libra	
  OnDemand	
  LLC	
  Internal	
  Documenta4on,	
  not	
  for	
  distribu4on	
  ...
We	
  begin	
  with	
  a	
  deep	
  dive	
  	
  

  • One	
  day	
  with	
  your	
                                        ...
Then	
  we	
  move	
  to	
  plan	
  crea>on	
  
                                                                          ...
The	
  Agenda	
  
                        Day 1 - Vision                                                                  ...
The	
  Team	
  
                                                             Project Director

                          ...
Implementa>on	
  

                •          Overall Project Director will
                           conduct the weekly ...
Thank	
  you	
  
                                                    For	
  addi4onal	
  informa4on	
  and	
  to	
  reques...
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
Libra OnDemand Presentation
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Libra OnDemand Presentation

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Libra OnDemand LLC is a leading Software-as-a-Service (SaaS) provider of hospitality solutions natively built using Cloud technologies. The comprehensive Libra OnDemand Hospitality Management System provides a suite of affordable, easy to use, web-based applications: CRM & Email Marketing; Concierge Desk; Sales, Groups & Events; and, Loyalty & Rewards. Additionally, Libra Portals offers Libra Customer Portal (custom designed, consumer-facing websites) and Libra HMS Portal (mobile device accessible, employee collaboration tools).

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Libra OnDemand Presentation

  1. 1. 1 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  2. 2. The  core  philosophy  of  every   effec4ve  CRM  solu4on  is  where   the  Customer  becomes  the   center  of  aCen4on,  enabling   your  organiza4on  to  establish   and  maintain  a  rela4onship   with  each  and  every  Customer.   2 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  3. 3. It’s all about the 3 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  4. 4. 360°  View  of  the  Customer   Current  &   Guest     Future   Profile   Reserva4ons   Data   Customer  &   Preferences   Revenue   &  Special   Analy4cs   Requests   Loyalty  &   Rewards   Management   4 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  5. 5. Collect  data  from  all  points  of  contact   5 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  6. 6. Use  the  data  at  all  points  of  contact   6 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  7. 7. Fully  embracing  today’s  Web  2.0   technologies,  Libra  OnDemand  easily   communicates  on  all  channels…   7 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  8. 8. …enabling  your  organiza4on  to  create   new  points  of  contact  and     www.yourhotel.com   to  use  your  website  as  the  center  of    your   CRM  business  prac>ces.   Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  9. 9. Product  Demonstra4on   Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  10. 10. CRM  Meets  Hospitality…  in  the  Cloud   Libra OnDemand is the hospitality industry’s first CRM, Loyalty & Rewards, Sales & Catering and Data Analytics application built entirely on the Salesforce.com platform. Libra OnDemand provides a complete set of tools designed to drive sales efforts and increase revenues for the world's premier hospitality organizations. Profile   Loyalty  &   Sales  Force   Catering  &   Management   Rewards   Automa4on   Events   Data     Integra4on  &   Email   Customer   Analy4cs   Centraliza4on   Marke4ng   Portal   10 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  11. 11. CRM  and  Guest  Profile  Management   A complete 360° view of your guests’ profiles is provided while integrating with leading property management systems and other hospitality information systems. 11 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  12. 12. Customer  Portal   Provide guests with a self-service environment to manage their stay preferences, make dining reservations, schedule spa and golf appointments, request maid service and laundry pickup, order room service, view bills, sign up for email offers and post online reviews. 12 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  13. 13. Loyalty  &  Rewards  Management   View customers’ frequent guest profile information. Manage member accounts, rewards point accrual, and rewards point redemption. Provide customers with self-service tools to manage their rewards online. 13 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  14. 14. Branded  Loyalty  Programs   Recognize and reward your frequent customers with your own branded Loyalty, Frequent Guest and/or Membership Rewards programs. 14 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  15. 15. TwiJer  Integra>on   Monitor Twitter for mentions of your property or brand, engage in Twitter conversations with your guests, Tweet about your special deals and promotions, or use Twitter for guest service notifications. 15 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  16. 16. Sales  Force  Automa>on   Keep your sales team organized and working together so your customers receive the attention they deserve. View and manage all customer interactions from a single screen. Track sales activities, set revenue goals and monitor each sales representative’s performance. 16 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  17. 17. Database  Email  Marke>ng   Send booking confirmations, pre-arrival and post-departure emails, and survey forms to hotel guests. Stay in touch with customers or attract new business by proactively marketing your database through campaigns. 17 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  18. 18. Catering  &  Events  Management   Manage the entire catering sales process from initial event inquiry to booking function space and generating service orders. Events may also be created “on the fly” using the interactive functions map. 18 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  19. 19. Catering  &  Events  Management   Post event related charges such as meeting space rental, food & beverage, and audio- visual items. Manage item inventory and availability. Generate banquet event orders, departmental function sheets, contracts, and other documentation. 19 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  20. 20. Repor>ng  &  Data  Analy>cs   Hospitality-specific key performance indicators (“KPIs”) are analyzed on a daily, monthly and yearly basis, by property or for the entire hotel chain. 20 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  21. 21. Technology  PlaTorm   Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  22. 22. Runs  100%  na>vely  on  the   Force.com  plaUorm     No  infrastructure     Highly  scalable     Proven  up4me     High  availability     Accessible  anywhere     100%  customizable     Open  APIs     Automa4c  upgrades     No  vendor  lock-­‐in   22 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  23. 23. Libra  OnDemand  Integra>on  Data  Flow   PMS   Reserva4ons  and  Stays   Customer  Profiles   DB  Cleansing   Internet   Service   Guest  Surveys   and  Enriching   Marke4ng   Op4miza4on   Profile  and  Loyalty  Updates   Customer  Profiles  and  Preferences   Membership  Informa4on          CRM          Customer  Portal   23 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  24. 24. Integra>on  Op>ons   External  System   XML  (REST)  Messaging   CSV  File  Exchange   SOAP  Web  Services   Web  Pages  through  URL   24 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  25. 25. Property  Management  and   Central  Reserva>ons  Systems   PMS  or  CRS   Customer  and  Loyalty  Profiles   Reserva4ons  and  Guest  Stays,  Revenue,  Member  Lookups   Guest  Preferences  and  Special  Requests   25 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  26. 26. Service  Op>miza>on  Systems  (HotSOS)   HotSOS  UI  exposed  through  CRM   Reserva4ons  and  Stays   Profile  Updates  and  Customer  Preferences   Incident  History   CRM  UI  exposed  through  Stay  Profile   HotSOS  UI  exposed  through  Customer  Profile   26 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  27. 27. 3rd  Party  Internet  Marke>ng  Services   UI  exposed  through  CRM   Internet  Marke4ng   Service   Contact  records  for  email  campaigns  and     workflow  rules-­‐based  messages   Profile  updates  and  email  history   27 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  28. 28. Database  Cleansing  and  Enriching   UI  exposed  through  CRM   Dbase  Cleansing   and  Enriching   Customer  Profiles   Data  appends,  Profile  updates  and  Merge  data   28 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  29. 29. Guest  Sa>sfac>on  Measurement   UI  exposed  through  CRM   Guest  Sa4sfac4on   Surveys   Contact  records  for  customer  surveys   Profile  updates  and  survey  results   Survey  results  UI  exposed  through  Customer  Profile   29 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  30. 30. Enterprise  Implementa4on   Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  31. 31. We  begin  with  a  deep  dive     • One  day  with  your   • Understanding  of  your   • Project  mission   execu4ve  team   current  situa4on   • Opportunity   • In  your  corporate   •  Barriers  to  success   assessment  map/   offices   •  Resources       growth  plan   • Our  team  will  facilitate   • Clarity  on  your  growth   • Outline  of  required   • Possessing  deep   goals  and  the  expected   ini4a4ves  for  successful   hospitality  and   outcome  of  the  CRM   implementa4on   CRM  background   project   • Rough  4meline   • Timeline  and  results   Time  and   What  goes   What  is  the   Place   in?   result?   31 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  32. 32. Then  we  move  to  plan  crea>on   2 ½ Day Cross-Functional Planning Session Life  Cycle   Iden4fica4on   Why  &  What   How  &  Who   How  do  we  produce  deliverables  and   Iden>fy  Deliverables   What  do  we   Priori4es   what  input  do  we  need?   need  to  do  and   how  will  we   measure   Is  or  Includes  /  Is  Not   Defining  Scope  of   Ini4a4ves   success?   Deliverables   Task  1   WHO   Ini4a4ve  1   Success  Criteria   Task  2   produces  the   Success  Criteria   Ini4a4ve  2   Task  3   deliverables?   Ini4a4ve  3   Task  4   Ini4a4ve  4   Task  5   Decision  Tradeoff   Matrix   SKILLS  &   Dependencies   DRIVERS   Risk  Management   Risks   Plans   Elevator  Speech   Project  Plan   Next  Steps  /  Ac4on,   Issues   Owners   Team  Ac4on   Project  Schedule   Plan   and  Resources   The focus is business growth, versus just the technology implementation. Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  33. 33. The  Agenda   Day 1 - Vision Day 2 - Plan Day 3 – Review Activities Activities Activities   Strategy Review   Work Plan Development   Process Optimization   Core Values   Decision Making   Risks and Mitigation   Success Criteria   Initiatives, Deliverables and   Review Ownership   Next Steps   Dependencies   Close Outputs   Interfaces   Business Strategy Outputs Outputs Objective Statement (BSOS)   Team Membership and   Scrubbed Strategy Schedule   Success Criteria Ownership for each   Strategy for Optimizing   Tradeoff Matrix Component of the Strategy Strategies   Scope Definition   High Level Plans for each   Risk Management Plan Initiative (5-7 Deliverables per   Issues Log initiative)   Validated Assumptions List   Preliminary Strategy Plan with   Plan of Next Steps Key Interfaces Identified 33 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  34. 34. The  Team     Project Director   Tactical CRM Talent   Technical Talent   Marketing Talent 34 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  35. 35. Implementa>on   •  Overall Project Director will conduct the weekly status calls and any face to face meetings with the executive team. •  We provide 24x7 access to our secure Intranet which details where every aspect of the project plan stands. •  CRM Tactical Talent is the key “hands on” person for the implementation, with technical oversight by Technical Talent and marketing direction from Marketing Talent. •  We provide the project management talent to ensure that everything on the plan is accomplished. 35 Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  
  36. 36. Thank  you   For  addi4onal  informa4on  and  to  request  your  free  30-­‐day  trial,  please  contact  us  at   www.LibraOnDemand.com  or  at  the  address  below:   L.  Gregory  Hopkins  |  President  &  CEO   Libra  OnDemand  LLC   549  Water  Street  |  P.O.  Box  470904   Celebra4on,  FL  34747-­‐0904  USA   Tel:    +1  407.412.9296    |    Cell:    +1  407.399.7161   Skype:    gregg.hopkins    |    Web:    www.libraondemand.com   Email:  ghopkins@libraondemand.com   Libra  OnDemand  LLC  Internal  Documenta4on,  not  for  distribu4on  without  authoriza4on.  

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