CRM Communication center

Turn Guest Messages into Direct Revenue, Automatically

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Key Benefits

Automate marketing across channels with real-time triggers

Deliver personalized messages that drive bookings and loyalty

Uncover hidden segments, predict churn, and deliver next best offers with machine learning

Ensure secure and compliant guest data management and unified profiles across systems

“Without Ireckonu, CitizenM would not be where we are now, let alone where we will be in 5 to 10 years.” 

Michael Levie - Co-founder CitizenM

Use Case: Delight Guests and Increase Revenue

With real-time integrations between PMS & F&B systems

 

Results:

Drive Last Minute Bookings
Boost Cross-Venue Revenue
Enhance Guest Satisfaction
BEFORE
BEFORE
Your on-site restaurant is consistently booked out, while your hotel has availability 
AFTER
AFTER
Automatically trigger special rates for restaurant-only guests

Features

Data Features

Data Privacy Management

Manage anonymization centrally based on GDPR and CCPA standards.

Senders

Manage email addresses used across hotel group for transactional and marketing messaging.

Subscription Management

Manage global opt-ins with multi-language support.

Data Import and Management

Upload lists to create suppressions and guest consents in bulk.

Centralized Reservation Data

Use real-time data to drive transactional messaging from PMS, F&B reservation, or any other connected system

Marketing Features

Campaign Tracking

Complete campaign engagement overview with flexible conversion calculation.

Approval Workflows

Streamline content approvals and review campaigns before activating.

Media Management

Store, organize and reuse media assets for all types of communications.

Recipient Time Zone

Schedule your message sends according to the recipient's time zone.

Multi-Language Communications

Set up communications in your guests’ preferred language.

AI Email Optimization

Optimize your emails with AI for most impactful messaging.

Dynamic Content and Content Blocks

Easily create individual dynamic content and content blocks in templates.

Handlebars

Hospitality-specific handlebars available to support all marketing communications.

Template Importing

Import your branded email templates ready for use.

Intuitive Template Builder

Create templates with simple drag & drop functionality or HTML.

Manual Queuing

Automatically put messages on hold and hyper-personalize before sending to guests, based on configured rules.

Transactional Journey Builder

Exclude rate codes and market codes for automated emails Restrict frequency of messages sent Manage senders, suppressions and tracking

Marketing Automation

Optimize branded marketing and transactional messaging for all hotels.

Event & Scheduled Communications

Send confirmation, pre-arrival, during- and post-stay, and more, automatically based on API trigger, or customized schedule

Multiple Communication Channels

Communicate with your guests via their preferred channel: email, SMS, WeChat or WhatsApp

The central marketing
hub for all guest
communications.

Empower marketing teams with the tools they need to target, personalize, and build branded campaigns that drive revenue.
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Problem

I struggle to measure the effectiveness of my email campaigns in driving reservations and conversions.

Example: The % of conversion within 14 days across the chain.
Solution
Easily access the 14-Day Lookback Report to precisely link reservations and conversions to email campaigns, providing valuable insights for campaign optimization.
14-Day Lookback (CDP)
Problem

I don’t have a single overview to track KPIs across multiple hotels.

Example: Occupancy, ADR and RevPAR
Solution
Get a high-level overview of KPIs like ADR, RevPAR, Occupancy, Revenue, and Room nights, for different hotels.  
360° Analytics Report
Problem

I struggle with inaccurate or missing guest data.

Example: OTA reservations contain limited information.
Solution
Benefit from precise guest data, enriched with information from connected systems and curated using machine learning.
Accurate Guest Information
Problem

I need to track and analyze ancillary revenue across hotels and venues.

Example: Food, parking, and bar revenue.
Solution
Manage and monitor ancillary income, gaining insight into the performance and impact of different venues across hotels.
Ancillary Revenue Report
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See How It Works

Download our CRM one pager

Accurate guest details.
Across all systems.

Golden Profile 360

Consolidate all guest data from integrated systems and offers an accurate view of guest preferences and behaviors.

Hanna Schiller, VP Sales

Match & Merge +

Streamline guest data management with Match & Merge+, eliminating duplicates and enriching guest profiles.

Eva Deveer, Account Manager

Segmentation

Refine your marketing strategy with Segmentation, allowing you to create RFM+ and event-based segments for highly personalized campaigns.

Felix Dreizehnter, Head of Product