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There may be no truer example of a company that must be customer-focused first to succeed than one in the hospitality industry. Take Inspirato, a Denver-based luxury travel club. People join to enjoy access to multi-million dollar vacation homes all over the world.
Personalized service reaches new heights with Inspirato’s Personal Vacation Advisors (PVA), who form a one-to-one type of relationship with members. This means the PVA gets to know specifics about them and their families, from favorite hobbies, down to their beverage of choice. Together with an on-site Destination Concierge, the PVAs curate each vacation home, taking care of everything for the members upon their arrival and throughout their stay.
This attention to detail does not just happen organically. It requires a platform that can track and enable information vital to the process. From the beginning, Inspirato has used salesforce.com. First, a customer relationship management (CRM) system was added for their sales and marketing team. The company then implemented Service Cloud tools to support their stellar service model.
Read on to hear Inspirato President David Kallery detail in his own words the specific ways Inspirato achieved their customer-first focus.
“The biggest thing is that we now have a place to capture all of the information about our members. Before, we were putting information on a variety of places. Anywhere from an Excel Spreadsheet to an Outlook Contact Card and it was very inefficient for a PVA to be able to access that information. More importantly, it was inefficient for them to be able to share it. They had difficulty in sending the information to other parties. Now that we’re using Service Cloud, it’s much easier to store that information, gain access to it, and share it.”
“The dashboards, having all of the information at their fingertips, being able to see how it compares to what other employees do, being able to access information very easily. I think ease of use is probably the thing that we hear the most from employees. They’re pleasantly surprised that a platform that is as powerful as Salesforce is so easy to use.”
“There’s hundreds, if not thousands of incredibly smart people at Salesforce that think about CRM everyday and we get to leverage that and we get to focus on what we’re really good at which is hospitality, helping plan great vacations, and helping to execute great vacations. That’s probably the best thing. They have done with us what would have taken years for us to do on our own, and they’ve really allowed us to take the power of the Salesforce platform and then bring our creativity to it.”
“When someone joins Inspirato, they’re joining for a lifetime and they have an opportunity to create a lifetime of memories with us. To really be able to accomplish that with our members, we needed to have a platform to be able to capture information about what their likes and dislikes are again and again, and easily share it. It’s a very, very high-end service that we provide and Salesforce is really the most powerful tool within the business that enables us to be able to provide that service.”
Learn additional tips from product experts and thought leaders on how to offer great service by reading the free e-book, 20 Customer Service Best Practices.
