dailypoint, the Customer Data Platform (CDP) built forCRM and Loyalty in hospitality, welcomes Serena Hotels and Mirror Lake InnResort & Spa to its customer portfolio of over 1,500 hotels worldwide.

Withmore than 30 properties in eight countries across Africa and Asia includingKenya, Tanzania, Rwanda and Pakistan, Serena Hotels has implemented dailypoint’s Customer DataPlatform (CDP) to consolidate data from its loyalty scheme, the Prestige Club, inone place, modernize the rewards program and improve the service offered toits members. Through this integration, the PrestigeClub has enhanced customerrecognition across the group properties, allowing members to earn and redeempoints not only on stays but also on additional services such as food andbeverage, spa and laundry. Via the Prestige Club portal and app, guests caneasily access their profiles, track points and request redemptions.

The implementation has also improved operational efficiency and ROI for Serena Hotels by introducing transparent, structured rules for membership levels and automating points and tier management. At the same time, dailypoint’s solution enables more personalized services and more effective, targeted marketing communications for the group’s most loyal customers.

Mirror Lake Inn Resort & Spa has partnered with dailypoint to modernize its operations and capitalize the value of the information it manages. The 131 room-hotel at Lake Placid (New York), holder of the AAA Four-Diamond rating and member of the Small Luxury Hotels of the World, is replacing manual customer feedback with an automated, scalable quality management system to improve data processing and reduce workload. Additionally, it is centralizing its guest database through the integration of the existing systems to support better decision-making.

The deployment of dailypoint software in the North American resort is already paying off: it has not only improved the hotel’s operational efficiency but also generated over 200,000 USD in revenue through a single multi-step e-mail campaign. At the same time, the property has increased its guest reviews by more than 70%, while strengthening its online reputation.

“We have developed our software solutions to encompass a wide range of features such as customer retention, guest feedback management, operational support, communications and in-depth analytics to support strategic decision-making in the hospitality sector” – says Maarten Edelman, vice president business development at the software company, which has offices in Germany, the US and Dubai. “As the implementation of our solutions in Serena Hotels and Mirror Lake Inn shows, we place our customers at the heart of what we do. Flexibility and the determination to adapt our services to their needs are key parts in the process.”