Libra OnDemand Collaborates with sbe to Provide Intuitive Service and Higher Levels of Customer Satisfaction

  • Libra OnDemand, A Division of Newmarket® International
  • 06.02.11
As a leading provider of hospitality specific, web-based applications designed to enhance guest experience, Libra OnDemand continues its growth by expanding its award-winning suite of customer-focused applications beyond the hotel market.

Natively built using Cloud technologies, Libra OnDemand now provides its integral solution for hospitality and entertainment group, sbe. With an award-winning collection of hotel, restaurant and nightlife properties, sbe requires an all-inclusive technology system to meet their expansive customer relationship management (CRM) needs, and Libra OnDemand has delivered a comprehensive solution.
“The level of complexity of this project is significant,” said John Padwick, director of ecommerce and CRM for sbe. As an instrumental component of their complete CRM solution, Libra OnDemand integrates guest data between sbe’s collection of cutting-edge hotels, restaurants and nightclubs. “The fact that Libra OnDemand reaches across all three verticals is profound. We were up and running with the ability to serve our guests in such a short period of time, which was even more impressive.”

sbe originally began using Libra OnDemand as a contact management system. By consolidating all of sbe’s guest information across the entire platform, Libra OnDemand gives them the ability to achieve much higher levels customer service and satisfaction.

And now, with the recent launch of their redesigned website, sbe is taking customer loyalty to a whole new level through their “sbePREFERRED” program. Utilizing the Libra Customer Portal application embedded within sbe’s website, “sbePREFERRED” provides a diverse clientele with the ability to manage their own account preferences, view their personal stay and visit history, and access exclusive “members only” offers, such as preferred reservations and discounts. “We’re excited that Libra OnDemand is powering our loyalty program web-consumer interface, with seamless system integration across all three of our verticals,” said Padwick. “It allows us to truly go above and beyond for our guests.”

By also utilizing the innovative Libra HMS Portal, sbe’s VIP services and global concierge teams are able to personalize the guest experience like never before. Through opt-in profile information, sbe can now anticipate guest needs and customize their visit in real time at any of their hotel, restaurant and nightlife properties.

“sbe helped us drive the use case of the system beyond just hotels”, said Libra OnDemand President Gregg Hopkins. “By addressing their extensive CRM needs at the restaurant and nightclub level, our development team expanded the capabilities of the entire application, now providing solutions for other interrelated hospitality verticals.”

In fact, this depth of customer support by the Libra OnDemand team is a key benefit that has been realized by sbe. “The level of development support and sophisticated customization from Libra has been just as important as the platform itself. Now, sbe is executing marketing and CRM in ways no one else does,” said Padwick. “Portability of the view inside each customer’s Single Guest Profile now gives us the ability to see important client data at the corporate and venue level. Consolidating data from different venues across multiple verticals under one roof gives us the competitive edge over others in the entertainment industry.”

As a leading provider of special event planning, sbe is also planning to utilize the unique, customized tools in the Libra OnDemand Sales, Groups & Events module. Hopkins comments, “We are looking forward to continuing the successful relationship between sbe and Libra OnDemand as our organizations both continue to exceed customer expectations.”

Related Articles
want to read more articles like this?

want to read more articles like this?

Sign up to receive our twice-a-month Watercooler and Siegel Sez Newsletters and never miss another article or news story.