Redefining the customer experience by fully integrating a CRM
Darwin Escapes is a collection of holiday retreats and resorts based in the UK, with something for everyone. They specialise in stunning holiday resorts, beautiful holiday home ownership destinations and breath-taking golf courses. In the highly competitive ‘staycation’ market they differentiate themselves through their incredibly high standards and the sole focus of making sure that their customers ‘love your escape’.
The high standards have been independently verified by various authorities, including Visit England and Visit Wales with many of the destinations proudly earning 5-star ratings.
It is this determination to put their customers’ needs and desires at the heart of what they do that has made Inspiretec their obvious choice as a technology partner.
Darwin Escapes mission of ensuring that every customer owns and cherishes their holiday could only be achieved and maintained if they have the right technology in place and the right people to implement it.
To achieve this end-to-end experience Darwin embarked on a strategy to create a single customer view that would then be used to improve touch points based upon real customer information.
The Inspiretec team worked closely with Darwin’s team on a phased delivery that would allow them to implement the essential technological infrastructure with minimal risk.
Darwin and Inspiretec staff worked hand in hand to deliver on a pragmatic phased delivery schedule, that was built on trust and shared expectations. Each phase built on the success and confidence of the last and incorporated the latest understanding and capabilities.
By implementing Inspiretec’s CRM solution the Darwin team was able to familiarise themselves with the fundamental capabilities and map how they wanted to use it going forward. Getting the foundations of the system right from the beginning was key to building the solution they wanted in the future.
A combined Darwin/Inspiretec development team, built a bespoke integration with the Hoseseasons booking system which allowed it, for the first time, to see the imported bookings for over 20 of Darwin’s Parks in one customer view. Finally revealing if a customer had previously booked with them or had stayed at several of their sites.
Darwin’s Automatic Number Plate Recognition (ANPR) system was intergrated, using the CRM as a lookup, any car approaching one of the parks barriers will have its number plate recorded and checked to see if they are a registered client, had a current booking for that date at that particular park and only then let them in. All of this automated management provides a seamless experience that instils confidence into the customer and reassures them that they in good hands.
A self-check-in via a tablet screen was built, pulling booking information from the CRM and streamlining the check-in process. Once check-in was completed, an advisor at reception can then validate the booking using purpose-built reception screens that are fully integrated with the CRM. This allows the receptionist to make any last-minute changes or add a brand new customer looking for a last-minute booking. This new capability ability allows all customers to experience a smooth and delay-free check-in at the start of their stay.
Darwin and Inspiretec development teams worked together seamlessly to deliver improvements that ensure every customer’s escape is tailored to their specific needs.
Intelligent use of automation and integration created an end-to-end customer experience that constantly delivers on their mission and set the benchmark for future growth.
New live book-in screens and integrated EPOS allowed them to gain a complete as possible insight into their customer’s full value whilst staying at the park in real-time.
Bookings imported across 21 parks and resort
Barriers raised at Norfolk Woods