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Level-up Relationship with Members: The Hanoi Club Hotel & Residences Strengthens Its Loyalty Management with CiHMS
Verified case study
Hotel Tech Report has reached out to hoteliers at The Hanoi Club Hotel & Residences to verify this case study.
The Hanoi Club Hotel & Lake Palais Residences is a 4-star hotel located along West Lake in Hanoi, Vietnam. It is a luxurious hotel offering a magnificent panoramic sunset view.
Why it matters:
With such an incredible position and the aim of becoming a club for social entertainment, recreational lifestyle, and business success, The Hanoi Club & Residences Board of Directors wanted a smart loyalty solution for the hotel’s first-class club services to scale up the member pools and increase the demand for each member class.
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CiHMS brought an all-rounded solution to The Hanoi Club Hotel & Residences with the ability to scale up, classify promotions, and integrate CRM for guest and member relationship management.
Top 3 Core Objectives:
The Hanoi Club Hotel & Residences identified critical objectives for loyalty management: to fulfill a membership & loyalty funnel with integrated PMS, to push promotions for membership classes, and to manage loyalty status easily regardless of the number of memberships.
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Complete Loyalty Funnel: A comprehensive solution for automated relationship retention and membership registration. From entering membership to delivering promotions, values for each status, and membership upgrade management, all need to be covered on one platform.
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Promotional Push: Customize promotions and offerings specifically for each type of membership from The Hanoi Club. Each tailor-made promotion would be sent to the members with precision and tracking metrics.
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Loyalty Management: The Hanoi Club wanted an easily accessible management solution to classify permissions in managing and controlling membership status and benefits. Also, the ability to oversee the large data of memberships with critical data for future policy and strategic development.
"CiHMS was able to fulfill the needs of loyalty management of The Hanoi Club & Residences. The team has perfectly adapted and customized CiHMS to match the specific needs with a 24/7 support team for confidence in using the software. CiHMS is proud to make a significant change in The Hanoi Club’s loyalty management."
Hung Truong
IT Manager
Innovators Mentioned
The Hanoi Club Hotel & Residences
CiHMS
HT
Hung Truong
Hotel Tech Report reached out to Hung Truong who verified this case study.
IT Manager
The Hanoi Club Hotel & Residences
👍 IT Manager
Hung Truong
said that I had been choosing between the solutions and CiHMS came to me as the most applicable one for our system. CiHMS itself is a friendly system, with a transparent interface and an always-on support team. They deliver fast with only few sessions of training to let us be able to work smoothly on the loyalty functions.:
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"CiHMS was able to fulfill the needs of loyalty management of The Hanoi Club & Residences. The team has perfectly adapted and customized CiHMS to match the specific needs with a 24/7 support team for confidence in using the software. CiHMS is proud to make a significant change in The Hanoi Club’s loyalty management."
⚖️ The selection process:
During their research process, Hung Truong
evaluated CiHMS's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that CiHMS was the best fit solution:
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IT Manager Hung Truong said, about their decision: "During the demo, I could see the ease of each function on CiHMS. I was pleased with the support for my special needs in a short period of time. The deployment team was supportive with critical and concise training for our staff."
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The results:
The Hanoi Club Hotel has significantly improved its membership management with the help of CiHMS, reducing the time-cost by 70% and requiring only one core member for recruitment. The integration has made the registration process easier, leading to a 30% increase in membership and a 100% retention rate. Members now use promotional offerings more frequently, enhancing customers' experience and competitive edge.
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The Hanoi Club Hotel has successfully managed a huge number of profiles of membership, reducing the time-cost of loyalty management by 70%. Now, they only need just one core member to manage the whole process of membership recruitment.
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With the help of CiHMS, the process of registering and becoming a member of The Hanoi Club was much more effortless. Since the start of using CiHMS, the member pool witnessed an increase of 30% and a 100% retention rate.
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The promotional offering usages from the members now increase significantly. Allow The Hanoi Club to bring the best for their members with CiHMS integration, the members of The Hanoi Club to scan and order their promotions within their phone. Experiences level-up with convenience functions now become a competitive advantage for The Hanoi Club & Residences.
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