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1. Streamlined Room
Reservation Process with
A CRM-Based Centralized
Room Reservation System

2. www.cygnet-infotech.com
Customer Size
Country
Domain
Technology
Medium
Singapore
Hospitality
Dynamics CRM
Project
Details
Client
Profile
A premier lifestyle and hospitality service
provider operating in Singapore for more
than 11 years provides plush
accommodation, leisure and vacation
choices across various parts of the world.
With offerings like holiday packages, hotels
& resorts, club memberships and wellness
centers, client successfully served more
than 300,000 members worldwide.
Business Scenario
The client’s hospitality division wanted to position
itself as one of South East Asia's largest hospitality
and leisure solution providers by serving customers
globally. It had tie-ups with leading hotel and resort
brands in the world and provided satisfactory support
services to its 300,000 members with 24/7 call-center
operations running in 22 different languages.
To serve thousands of customer reservation requests,
the System Admin, CEA (Customer Experience
Ambassador), Leader and Inventory Team worked
relentlessly to identify room inventories and update
the same in a PHP based legacy system after sorting
available rooms in excel sheets. Manual mapping of
the available room inventories with reservation
requests in CRM consumed a lot of time. Since, the
processes were carried out in disparate systems with
no actual alignment, staff faced issues like:
They hired Cygnet Infotech after exploring our
expertise in Microsoft Dynamics CRM for both
On-Premise and On-Cloud and learning about our
Silver competency as a Microsoft Mid-Market Solution
Provider.
”
“
Booking and Service
Management
Application Hosted
in CRM
Team worked relentlessly to
identify room inventories and
update the same in a PHP system
after sorting available rooms in
excel sheets
Room Reservation System for Hospitality Service Providers
The issues in responding to customer reservation
requests on time
Multiple location based inventory management
resulted in bottle-neck as there lack of clarity at
staff level globally
Issue of double booking raised maintenance and
rework costs

3. www.cygnet-infotech.com
Cygnet’s Solution
Our CRM consultants learnt the processes and performed
comprehensive gap analysis of the existing PHP system and
after close examination, single solution on Dynamics CRM
and a Booking Application hosted on the Dynamics CRM was
proposed to solve all their current issues. After the client
approval, the project was executed in the following manner:
To develop and customize this whole system, Cygnet worked
dedicatedly for six months.
To centralize all the processes and to integrate all the room
inventory management processes, the existing inventory
set-up process was migrated from PHP to Dynamics CRM
Post migration, certain customization was done to aid the
members perform inventory adding task seamlessly. An
Inventory Set-up Module with fields like inventory code, unit
value, check-in/check-out dates, number of nights’ calculator,
set-up discard reasons, was developed which allowed the
staff to add accurate room availability information. The
module also included the facility to view, edit and import
available inventory lists as per the user roles
To upload room inventory in associated brands of hotels and
third-party hotels, a QVI and Cross-use feature was
developed
An expansive Search feature was integrated to allow users to
search for room inventories in a particular hotel. Several
criteria such as, calendar to select check-In and check-out
dates, country drop-down, hotel/resort name, reference code
and unit type were provided. Besides, an Inventory Request
feature was developed in case the CEA failed to find an
inventory in a particular list
To avoid duplicate entry and double-booking, the conflict
management feature allowed System Admin to merge and
update the data uploaded by CEA team before final
submission in the system
To help the members manage room reservation tasks easily,
a dynamic calendar was developed that displayed different
colors depending on Request Status and Respond Status
Streamlined Room Reservation Process
Better Productivity & Reduced Costs
80% operations were automated
The centralization of processes united all the
team members on a single platform which
reduced the internal chaos and streamlined room
reservation processes
The solution significantly reduced 50% of time
consumed in updating databases and processing
reservation requests
Reduction in human resources cost up to 30%
Benefits
Room Reservation System for Hospitality Service Providers
Cygnet
Dynamics
CRM
Solution
Extensive
Search Feature
Inventory
Management
Conflict
Management
Dynamic
Calendar
Customer
Portal
Ticketing
System

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www.cygnet-infotech.com
For more information, please visit www.cygnet-infotech.com or email inquiry@cygnet-infotech.com
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Room Reservation System for Hospitality Service Providers