Infor Helps Hospitality Companies Measure Social Sentiment

  • Infor Hospitality, EzRMS
  • 12.07.12
Infor, a leading provider of business application software serving more than 70,000 customers, announced the availability of social sentiment measurement capabilities within the Infor Hospitality Management System dashboard.

Built through a new strategic collaboration with TrustYou, a market leader in online reputation management for the hospitality industry, hoteliers now have the tools to integrate TrustYou’s data into Infor’s existing Hospitality suite via a series of dashboard-embedded widgets – providing real-time access to social sentiment that will aid staff in improving guest satisfaction to encourage more bookings.
 
Through this added data, strengths and weaknesses can be identified in real-time so that hoteliers have the ability to rectify guest concerns more rapidly. Specifically, these three new widgets – Seal (TrustScore), Source and Review - powered by semantic data from TrustYou, look through millions of opinions from more than 200 different sources in 23 different languages on review and booking sites, blogs, forums, and communities and streamline them into a straightforward, digestible summary for properties to address as they see fit.
 
The Seal Widget displays a hotel’s overall TrustScore, an independent score that represents aggregated online opinions of hospitality consumers around the world. The Sources Widget gives staff an overview of numerous review websites where the hotel is represented so properties can better manage their online reputation by filtering reviews in a wide variety of ways - source, data, sentiment, category, etc., to better understand where customers are writing reviews and manage the hotel’s reputation across each source. Finally, the Review Widget displays current reviews of a hotel. Hoteliers can take instant action to remedy poor reviews or issues through a task management feature that prioritizes them to enable more timely responses to the most critical matters.
 
“Reviews are extremely valuable, and TrustYou’s solutions, embedded into Infor’s HMS application, will enable hoteliers to listen, understand and respond to guests, and proactively fix any complaints or criticisms,” said Ben Jost, CEO and co-founder of TrustYou. “We are excited about this partnership and the opportunity to support Infor in powering a new offering that will help customers grow their online reputation - which we believe will ultimately improve customer satisfaction, increase sales, drive marketing efforts and enhance customer service.”
 
As online communities continue to grow, it’s more important than ever for hoteliers to really grasp what’s being said about them in public forums. Now, management can quickly engage guests when a positive or negative review is written, directly from the Infor dashboard, within a single click Also, upon check-out, staff can encourage guests to provide feedback on their experience, which will roll up into the overall TrustScore and amount of reviews, making the property more marketable for future bookings.
 
“To many hoteliers, the idea of aggregating social media feeds and encapsulating guest sentiment about their properties seems daunting, but the business environment we live in requires these hotels – independent or chain – to take notice of what guests are saying about them in order to sustain business and build an emotional connection to the brand,” said Stewart Applbaum, senior vice president and general manager, Hospitality, Infor. “We’re innovating our Hospitality offering to enable our customers to gain instant access to guest sentiments and stay ahead of the curve with real time responses through various channels, and this new social offering will be game-changing for not only our customers, but the industry in general.”



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