The group followed several steps in their project: 1) Creating a Google Form interview for restaurant/hotel owners and interviewing them to understand problems. 2) Designing a solution to help small and medium hospitality businesses overcome problems by effectively monitoring, converting, and understanding customers. 3) The proposal is a mobile application CRM tool to help owners track, convert, and understand customers to increase profits. It will provide training and act as a standalone CRM application.

1. BIS
GROUP - 6
Group Members-
Biswadeep Ghosh Hazra UM19148
Heena Gupta UM19155
Himadri Sekhar Goswami UM19157
Neeraj Mandelia UM19166
Shashank Shekhar UM19181

2. Research Methodology and Subsequent Steps
The steps which we followed in this particular project are-
i) Creating a Google Form for the interview
ii) Interviewing the Restaurant/Hotel owners
iii) Trying to understand and decipher the problems faced by these
small and medium hospitality owners
iv) Designing a solution for overcoming the problem
v) Future direction the solution might take
We created a Google Form which we
ourselves filled (based on the owner’s
answers) while interviewing the particular
restaurant owner.This led us to understand
the problems that were plaguing the industry

3. As per the response sheet, we found out that-
i) Most of the owners don’t have any way of communication with the customers. Some of them do have the one time
feedback option which is outdated today.
ii) Most of these owners know nothing about Customer Relationship Management
iii) Even those who know about CRM know only the basics and are not able to leverage the same to increase profits
iv) The owners had mixed messages about paying for a CRM application tool (mobile based)- some showed positive
responses while others were apprehensive

4. According to our proposal, we are coming forward with a mobile application that will help the small and medium
hospitality sector owners in monitoring, converting, tracking and understanding its customers effectively which will lead to
increase in profits
The bigger hospitality chain companies often use Customer Relationship Management (CRM) tools to improve their
bottom line but the small and medium sized hospitality company owners do not have the essential equipment/tools and
technical know how to use CRM effectively. Thus, our Mobile CRM application will help teach and train the owners of the
small and medium sized hospitality companies as well as act as a standalone application for the same
The next slides will showcase the different Use Cases that will arise when the owner of the Restaurant/Hotel will be using
the mobile application
PROPOSAL

5. UseCase 1 Unique customer analysis
Actor Owner of the restaurant
UseCase Overview
First time customers who visit the restaurant will input their
name, and other details like email, phone number into the app.
They will then select the dishes which will then be entered into
the app itself. The feedback will be entered by the customer on
the app brought by the attendant
SubjectArea Restaurant
Actor(s) The reception person, the attendant serving the customer
Trigger Unique customer walks into the restaurant
Precondition 1 All the devices are in full capability to run the CRM application
Precondition 2
All the apps on all the devices are logged in and in sync with each
other
 Customer Arrives
 Order and Customer details entered into the app
 Cost and tax calculated
 Attendant handing over the feedback device
 Customer feedback
 Periodic revaluation of feedback ratings
 Offer related updates
RESTAURANT Unique Customers
USE CASES

6. RESTAURANT Unique Customers
This scenario describes the entire flow from where the customer walks into the restaurant to where it gives
feedback.
Customer
walks in
Customer
registers his/her
name along with
other details
Customer selects the
food as per his/her
choice
The receipt is
generated and the
payment is
complete
Customer has
the food
Customer gives feedback
on certain parameters-
 Hygiene
 Ambience
 Service
 Food quality
 Price sensitivity
The customer has the food and appropriately gives feedback for the restaurant to act
upon and improve itself thereby improving its customer retention
1 2 3 4 5 6

7. UseCase 1 Repeat customer analysis
Actor Owner of the restaurant
UseCase Overview
Regularly visiting customers who visit the restaurant will input their name, and other
details like email, phone number into the app only for the first time. For subsequent visits,
the app will pick up the name from the database as a repeat customer. They will then
select the dishes which will then be entered into the app itself. The feedback will be
entered by the customer on the app brought by the attendant
SubjectArea Restaurant
Actor(s) The reception person, the attendant serving the customer
Trigger Repeat customer walks into the restaurant
Precondition 1 All the devices are in full capability to run the CRM application
Precondition 2 All the apps on all the devices are logged in and in sync with each other
RESTAURANT Repeat Customers
 Customer Arrives
 Order and Customer details entered into
the app
 Previous order history traced
o Suggestions based on history, order
details, price of order etc.
 Cost and tax calculated
 Loyalty perks
 Customer feedback
 Periodic revaluation of feedback ratings
 Offer related updates

8. This scenario describes the entire flow from where the repeat customer walks into the restaurant to where it
gives feedback.
Customer
walks in
Repeat customer
registers his/her
name along with
other details (for
the first time)
Customer
selects the
food as per
his/her choice
The receipt is
generated and the
payment is
complete
Customer has
the food
Customer gives feedback
on certain parameters-
 Hygiene
 Ambience
 Service
 Food quality
 Price sensitivity
The customer has the food and appropriately gives feedback for the restaurant to act
upon and improve itself thereby improving its customer retention
RESTAURANT Repeat Customers
For subsequent orders, the
application will suggest
dishes based on the
previous order histories.
This will help understand
the type of food that
customer likes in particular
1 2 3 4 5 6 7

9. UseCase 1 Unique customer analysis
Actor Owner of the Hotel/Lodge
UseCase Overview
First time customers who visit the hotel/lodge will input their
name, and other details like email, phone number into the app.
They will then select the room number which will then be
entered into the app itself. The feedback will be entered by the
customer on the app brought by the attendant after the stay is
over
SubjectArea Hotel/Lodge
Actor(s) The reception person, the bellboy serving the customer
Trigger Unique customer walks into the Hotel/Lodge
Precondition 1 All the devices are in full capability to run the CRM application
Precondition 2
All the apps on all the devices are logged in and in sync with
each other
HOTEL & LODGES Unique Customers
 Customer Arrives
 Room and Customer details entered into
the app
 Cost and tax calculated
 Attendant handing over the feedback
device after the stay
 Customer feedback
 Periodic revaluation of feedback ratings
 Offer related updates

10. HOTEL & LODGES Unique Customers
Customer
walks in
Customer registers
his/her name along
with other details
Customer is allotted
the room number
The receipt is
generated and the
payment is
complete
Customer gives feedback
on certain parameters-
 Hygiene
 Ambience
 Service
 Food quality
 Price sensitivity
The customer after the stay appropriately gives feedback for the hotel/lodge
owner to act upon and improve itself thereby improving its customer retention
Customer
completes his/her
stay in the
designated room
This scenario describes the entire flow from where the customer walks into the hotel/lodge to where it gives
feedback.
1 2 3 4 5 6

11. UseCase 1 Unique customer analysis
Actor Owner of the Hotel/Lodge
UseCase Overview
Regularly visiting customers who visit the hotel/lodge will input
their name, and other details like email, phone number into the
app only for the first time. For subsequent visits, the app will
pick up the name from the database as a repeat customer. The
room(s) will be allocated to the customer after that. The
feedback will be entered by the customer on the app brought
by the attendant/bell boy
SubjectArea Hotel/Lodge
Actor(s) The reception person, the bellboy serving the customer
Trigger Repeat customer walks into the Hotel/Lodge
Precondition 1 All the devices are in full capability to run the CRM application
Precondition 2
All the apps on all the devices are logged in and in sync with
each other
HOTEL & LODGES Repeat Customers
 Customer Arrives
 Order and Customer details entered into the app
 Previous order history traced
o Suggestions based on room booking history,
type of room, price of room etc.
 Cost and tax calculated
 Loyalty perks
 Customer feedback
 Periodic revaluation of feedback ratings
 Offer related updates

12. HOTEL & LODGES
Repeat Customers
This scenario describes the entire flow from where the repeat customer walks into the hotel/lodge to where it
gives feedback.
Repeat
Customer
walks in
Customer
registers his/her
name along with
other details
Customer is allotted
the room number
The receipt is
generated and the
payment is
complete
Customer gives feedback
on certain parameters-
 Hygiene
 Ambience
 Service
 Food quality
 Price sensitivity
The customer after the stay appropriately gives feedback for the hotel/lodge owner to
act upon and improve itself thereby improving its customer retention
Customer
completes his/her
stay in the
designated room
For subsequent orders, the
application will suggest
rooms based on the previous
order histories.This will help
understand the type of rooms
that customer likes in
particular
1 2 3 4 5 6 7

13. Use Case 1 Inter business relationship within the application
Actor Various owners of the restaurant
Use Case Overview
The application will act as a platform for sharing the
best practices across the small and medium
hospitality industry. There will be a separate section
for the same as well as blogs on how to increase the
operational efficiencies of those hotels/lodges
Subject Area Restaurant
Actor(s) The owners of these restaurants/hotels/lodges
Trigger
The owner wants to look at some of the best
practices across his/her industry
Precondition 1
All the devices are in full capability to run the CRM
application
Precondition 2
All the apps on all the devices are logged in and in sync
with each other
Inter Business Relationships
HOTEL & LODGES
 Best practices across the industry
 Overall industry analysis
 Specific business statistics

14. Owner opens the
application on the
mobile
Inter Business Relationships
This scenario describes the entire flow from a restaurant/lodge owner wanting to see the best practices
followed by his/her industry (small and medium hospitality sector)
The owner views the best practices across the industry implemented in other restaurants/lodges
and hotels and decides whether or not to implement these best practices
HOTEL & LODGES
Owner navigates the
application to open the
best practices tab
Owner views the best
practices that when
implemented provide
visible results
1 2 3

15. Use Case 1 Accessing the training videos on the application
Actor Various owners of the restaurant(s)
Use Case Overview
The application will act as a learning platform for
learning how to use the application, there will be
videos, trial data to work upon, grievance redressal
portal and virtual assistant to assist the owners
Subject Area Restaurants/Hotels/Lodges
Actor(s) The owners of these restaurants/hotels/lodges
Trigger
The owner wants to look at some of the best practices
across his/her industry
Precondition 1
All the devices are in full capability to run the CRM
application
Precondition 2
All the apps on all the devices are logged in and in sync
with each other
 Customer Arrives
 Order and Customer details entered into the app
 Cost and tax calculated
 Attendant handing over the feedback device
 Customer feedback
 Periodic revaluation of feedback ratings
 Offer related updates
HOTEL & LODGES Training

16. HOTEL & LODGES Training
This scenario describes the entire flow -a restaurant/lodge owner wanting to see the best practices followed
by his/her industry (small and medium hospitality sector)
The owner views the best practices across the industry implemented in other restaurants/lodges
and hotels and decides whether or not to implement these best practices.
Owner opens the
application on the
mobile
Owner navigates the
application to open
the particular feature
specific video that
he/she wants to see
Owner views the videos
and learns about the
CRM
1 2 3

17. HOTEL & LODGES
This scenario describes the entire flow- a restaurant/lodge owner wanting to run a demo analysis with the
help of trial data present in the application
The owner understands the usage of the application by using trial data that
was already present in the application
Owner opens the
application on the
mobile
Owner navigates the
application to find the
demo/trial run data
analysis on trial data
Owner runs the relevant
analysis with the trial data at
hand
Training
1 2 3

18. THANKYOU