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5 Best CRM for Hospitality

by Scott Max
I'll offer two ways to find the tool, software or service you need, keep reading our breakdown and recommendations, or tell us about your business and the problem you are trying to solve and we will advise you for free!

So, you are in the market for a CRM that suits Hospitality.

Ideal, because in this article we have our compilation list for our top picks, and we compare the features and pricing for you. 

If you just want the best choice, we’ve added that right at the top of the article as this was what is most requested by our customers. So, that’ll be the “can’t go wrong” option. 

Otherwise, feel free to explore all the options we’ve reviewed on the market to find something that might fit you a little better.

Enjoy the list!

What is the #1 Best CRM To Use?

In short, It's Hubspot.

It's very well rounded, well priced, feature-rich with a large community of support and a very top-notch set of tutorials for every use case. You can't go wrong with Capsule.

Hubspot is a user-friendly CRM platform that provides advanced solutions with its robust marketing tools. It allows larger companies with complex workflows to perform efficiently and produce nifty results. Hubspot has you covered for your: Service, Sales, CMS, Operations, and Marketing needs.

For more details, read our Hubspot Review.

The best CRM specifically for Hospitality

Hospitality businesses generate revenue primarily through their customers, making it crucial to keep them happy and maintain efficient communication. A CRM that provides insight into customer behaviour, generates leads from outside sources and improves your customer support will be the perfect match for this category. Have a look at the products below to choose the best CRM for Hospitality:

1. Netsuite

NetSuite Customer Relationship Management software is a cloud-based CRM that offers a 360-degree view of your customers in real time. NetSuite CRM provides a continuous flow of information across the entire customer lifecycle, from leadership to opportunity, sales order, fulfilment, renewal, up-sell, cross-sell or support.

NetSuite Features

NetSuite has developed over the recent years and was one of the first cloud-based ERP+CRM systems. It is a multi-tenant SaaS solution that helps small and medium-sized organizations grow faster with customizable workflows. NetSuite provides unmatchable visibility and control over your entire business with its cloud-based applications that improve organizational productivity.

Here are some fascinating features that make NetSuite unique:

  • Enterprise Resource Planning: NetSuite provides businesses with complete control over data and resource planning. From handling financial operations to processing order-related information, you can automate all manual workflows with NetSuite’s ERP. You can increase the productivity of an organization with ERP as it provides a clear vision of each business procedure.
  • Global Business Management: NetSuite’s Global business management provides unrivaled visibility into operations in real-time. It allows multi-National businesses to manage complexities due to currency differences, tax policies, and legal conformity. Such organizations need to consolidate in regional areas while adhering to the company’s essence, and GBM makes that happen.
  • Sales Force Automation: NetSuite allows users to automate administrative actions and sales operations, reducing the employees' workload. You can identify potential issues, create financial projections and track employees' performance to get a better outlook on your business activities.
  • OpenAir: NetSuite’s OpenAir optimizes resources and employee allotment according to the skills required for a particular task. OpenAir creates various scenarios for every lead to maximize revenue and improve the chances of securing an opportunity. You can automate customer engagement and let OpenAir choose the right employee for each interaction based on past work and favorable conditions.
  • SuiteCommerce: NetSuite helps e-commerce businesses automatically update online orders to the back-end to manage them centrally and reduce the processing time while increasing accuracy. SuiteCommerce allows B2B and B2C websites in unifying the front-end and back-end to remove manual operations and get higher client engagement.
  • Timesheet Management: NetSuite assists Project managers to review time-based tasks and recording the working hours of employees. You can view relevant information like “Start Date”, "Work Done", and "Estimated completion time" to get an overview of performance. Moreover, you can reassign tasks through Timesheet Management to finish projects urgently.
  • Project Analysis: NetSuite offers analytical tools that provide concurrent updates for every service rendered by your organization. You can track each lead individually to get a better statistical understanding of the client’s requirements. Moreover, you can share reports with colleagues through NetSuite to ensure everyone is on board with project advancement.

NetSuite Pricing

NetSuite does not offer a general subscription plan, and users have to fill in a form mentioning their requirements, business size, and budget. Once done, you’ll be contacted: by the customer executive regarding the best customizable tools for your organizational needs.

2. Salesforce

Another tool to highlight is Salesforce, quite similar in the mechanics of employment to Pipedrive, is one of the most popular CRM programs, despite having a paid subscription, recommended for large companies but not so much for entrepreneurs or SMEs. It is a program that adapts perfectly to the size of your company, with a great usability adaptable to any device and with the possibility of using it anywhere you have a network.

Salesforce Features

Salesforce is a sales, marketing, and collaboration powerhouse that lets users accomplish business tasks and share ideas smartly. It was launched: in 1999 with the idea of helping organizations build long-lasting relationships with clients and providing a seamless transition to CRM software. Salesforce has since established itself as one of the most sought-after CRM tools due to its constant strive for innovation and philanthropic values.

Here are some features offered by Salesforce that can affect your business experience positively:

  • Industry-focused services: Salesforce provides tailor-made CRM services for every business, irrespective of its niche or size. It is a multi-feature platform that allows every industry to benefit from its wide range of tools. Users can select their line of business to get recommendations on services or customize their own CRM plan.
  • Salesforce Sustainability Cloud: Salesforce enables the inflow of your entire business data on a single platform, making it easier to accurately analyze your carbon footprint. In today’s age, when environmental awareness is more significant than ever, Salesforce Sustainability cloud lets you conceive a detailed plan to limit carbon emissions and provide a detailed report to the energy regulatory authorities.
  • Slack Collaboration: Salesforce recently acquired Slack, and users can now integrate both platforms for secured communication and collaboration purposes. Slack has a unique interface that allows users to create distinct workflows for each task and automated responses to keep clients engaged till you assign a customer representative. Moreover, it brings different subsections of a business together and facilitates sharing of ideas.
  • Workplace Command Centre: Salesforce tracks employee health and ensures their well-being during the pandemic; by carefully managing work hours. It builds a strong community where your company’s employees can connect with each other and resolve issues while you can dispatch resources faster.
  • Lightning Platform: Salesforce provides an app development platform with the latest technologies like blockchain and AI. Users can handle every aspect of the process and customize a mobile application that empowers the company's ecosystem. It's an unequaled innovative experience that streamlines IT-related tasks and lets anyone contribute towards app development.
  • AppExchange: Salesforce has an inbuilt marketplace where users can integrate the additional application to get a more customized experience. It amplifies your sales experience and browsing through several applications while using external tools within a unified platform for business purposes.

Salesforce Pricing

Salesforce has a multifunctional ecosystem where you can add services based on your requirements.

Sales Cloud’s “Essentials" plan is priced: at $25/month/user, “Professional” plan is priced at $75/month/user, “Enterprise” plan costs $150/month/user and “Unlimited” plan is worth $300/month/user.

Small businesses can get a generalized subscription to enjoy Salesforce and choose from the following packages:

The "Essentials" plan is priced: at $25/month/user and can be used; by up to 10 users.

The "Sales Professional" subscription is priced: at $75/month/user.

The "Service Professional" plan is priced: at $75/month/user.

The “Pardot Growth" plan is priced at $1250/month/user and offers automation capabilities for every business.

3. Efficy

Efficy is a CRM solution that adapts to all the needs and size of each company. Its software allows you to grow and develop commercial activities in a structured manner through integrated actions such as: document management, customer relationship management, marketing campaign and contract management, sales staff management and motivation, and collaborative project management.

Efficy features

Efficy provides CRM solutions for businesses looking to streamline the workflow and manage all client-related tasks on a single platform. Moreover, you can connect with your customers anytime through Efficy as it stores all leads in an organized manner. It gives a platform to employees where they can work together on tasks and update results in real-time.

Here are some integral features of Efficy:

  • 360⁰ customer view: Efficy allows all employees to access centralized information at one place without any bias. Everyone must have permission to make changes when necessary to maintain efficient functionality. Efficy gives everyone a 360⁰ customer view so they can track details and proceed with negotiations without any delay.
  • Product Catalogue: You can store product-related details on Efficy and assign a manager to follow up on any claims. Your clients can do business anytime, and a product catalog allows your sales team to view all the relevant information before making a sales pitch.
  • Marketing Campaigns: Your company’s sales and marketing ventures affect each other directly. Efficy provides optimal collaboration between the employees from different sectors, so everyone is aware of the ongoing negotiations and directed campaigns. It ensures there’s no conflict of interest among your sales and marketing teams regarding possible business commitments.
  • Segmentation: It is a perfect tool for developing individual communication with your clients and making them aware of new offers or products. Mass communication can only help to an extent; Segmentation allows you to target a criterion-based population and make a sales pitch accordingly. You can set access rights to avoid any confusion and enable smooth exchange with the customers.
  • Gamified CRM: Efficy’s revolutionary feature deploys game-like strategies to reward the employees upon meeting specified targets. It boosts morale and builds up a healthy work environment for your business. You earn badges after completing the objectives and can view your progression to get an idea of your growth.
  • Interaction log: Efficy's CRM platform keeps a record of all customer interactions regardless of the medium. It’s crucial to know the context before moving to the negotiation stage as it shows sincerity towards the clients. You can add notes under each file as a pointer for other team members and easily reassign tasks.

Efficy Pricing

Efficy offers 4 subscription plans to choose from depending upon your business requirements and client network. The "Starter" plan is priced: at 20€/month for 1 user with the minimum users being 2, The “SMB” plan costs 40€/ month per user with a minimum of 5 users, The “Enterprise” plan requires at least 5 users too and is priced: at 60€/month, and the "Corporate" package is priced at 80€/month starting with a minimum of 10 users. You can choose a suitable subscription to match your client interactions.

4. Bitrix24

Bitrix24 is a free CRM full of customer management tools, support and marketing automation features. Available in the cloud and locally, for mobile devices and desktops. Includes all essential tools: sales funnels, channel management, sales reporting, 360 degree customer view, repeat sales support and sales automation.

In addition, it comes with dozens of available integrations, and you can also create your own applications using its REST API.

Bitrix24 Features

In the corporate world, most of the marketing-related work is done collectively, and using different software for each task can be costly as well as inefficient. Bitrix24 offers all necessary tools for businesses within a single platform and makes it easier to collaborate with your team members. Bitrix24 has its virtual ecosystem where you can tackle every task with ease on an interface.

 Here are some exclusive features of Bitrix24:

  • Activity stream: It is the most happening place inside the Bitrix24 and is a perfect tool for communicating the project details with your employees. Think of it as a social media platform; where you can post project updates, create polls, follow relevant tags, and comment on posts.
  • Virtual workspace: It is a great collaborative tool that helps you connect with the employees through video conferencing. Each call can have up to 48 members, and you can invite participants who don’t use Bitrix24. Moreover, you can track each employee’s work hours and progress through a Virtual workspace.
  • Project Management: Bitrix24 offers the ability to create workgroups based on projects and assign tasks in several ways. You can approach each project differently, sort them according to the deadlines, and cumulate reports.
  • Bitrix24.Drive: You can use the virtual drive inside the Bitrix24 to keep all your business-related files organized inside the system. Moreover, you can decide who gets access to each file and create new documents.
  • CRM Space: It is your one-stop for all sales and marketing-related activities. You can customize the existing process templates or create a new one with the “Smart Process automation” without programming. CRM Space is designed: specifically to help you organize leads and lucidly automate processes.
  • Sales Intelligence: Here, you can manage the traffic sources and see the ROI for each platform. It’s a perfect tool to assess your marketing strategy and see which sources generate more traffic. Users can connect their business website and get information on every lead through Sales Intelligence.
  • Bitrix24.Sites: Bitrix24 has an inbuilt website creation tool that is easy to access and offers several templates to choose from. You can browse through the layouts according to your business niche or use an empty template to design a website from scratch.
  • Marketing Campaigns: Bitrix24 allows you to target a specific audience through social media, Phone and E-mail. CRM marketing tool will identify genuine clients and help you connect with potential customers.

Bitrix24 Pricing

Bitrix24 currently offers 4 pricing options for users interested in getting the most out of CRM services.

The “Free” plan is best for the new users who want to get accustomed to CRM software and costs absolutely nothing.

 The “Basic” plan is priced at €49/month and offers customer support service along with some simple collaboration tools. 

The “Standard” plan offers advanced collaboration tools and an increase in user capacity. It is priced: at €99/month.

The “Professional” plan is worth €199/month and unlocks all features of Bitrix24. You can add unlimited users, which makes it suitable for established businesses.

5. Pipedrive 

The Pipedrive CRM tool is intuitive and easy to use, providing a wealth of data of interest and future forecast for your customers and their interactions. It is a tool very focused on the sales area, not so much on marketing, and has a paid subscription. Currently, some of your customers are Amazon, Skyscanner or Vimeo. We have tested it to make an educational video on Youtube and have raised a special offer for readers of Marketing4eCommerce 1 month free trial (usually 14 days) and 25% discount on the first purchase. You can take advantage of it at this link.

Pipedrive Features

Pipedrive makes sales-related tasks easier by fetching leads 24/7 and emphasizes the right opportunity so you can convert it into a deal from the sales pipeline. Pipedrive has a flexible and user-friendly interface that simplifies the transition to the CRM tool for businesses, lessening the workload of the sales team.

Here are some features offered by Pipedrive:

  • Lead Management: Pipedrive offers an unsophisticated sales pipeline with several functionalities that provide a fully visual sales experience to improve efficiency and close deals faster. Users can track opportunities through all stages of the sales funnel and customize the dashboard to move all leads at one place for smoother interaction and prioritization. Moreover, Pipedrive provides users with an AI-powered sales mentor for personalized insights.
  • Communication Tracking: Pipedrive allows businesses to manage contacts and group them into “People” and “Organization” so the sales representative knows the clients' role in the company and approaches them accordingly. Pipedrive provides a visual representation of call history and other modes of communication with the client giving a cutting edge to your business in negotiations. You can also make outbound phone calls within the Pipedrive and auto-link them with the relevant contacts.
  • Sales Automation System: Pipedrive allows users to automate every sales process and take their business to the next level. You will be notified: at the earliest about any changes to the lead phases and account settings to prevent misuse of your CRM. Pipedrive’s Automation sends customized notifications to the clients at the right time to increase the chances of getting engagement and successfully closing a deal.
  • Insights and Reports: You can create customizable fields for analytical reports regarding deals, leads, revenue, activities and add them to the dashboard for quick access. Pipedrive also offers employee management services to create goals for teams and individuals. It helps in evaluating the performances and assigning the tasks based on merit, which increases the chances of getting a positive outcome for every sales opportunity.
  • Privacy and Security: Pipedrive offers a dedicated security dashboard to give users complete control and transparency over user permissions and privacy settings. You can see how many users are logged in to the Pipedrive account and prevent mischievous entities from getting hold of your data. Moreover, you can see how recently the password has been altered, devices using your account and whether there has been any attempt to change the admin settings.

Pipedrive Pricing

Pipedrive has 4 pricing options for users to choose between depending on their requirements.

The “Essential” plan is priced at $15/month, giving users access to pipeline management, customer support, and data importation.

The “Advanced” plan is priced at $29/month, providing all features of “Essential” plus email scheduling, click tracking, and workflow creation.

The "Professional" plan is priced at $59/month, providing all features of "Advanced" plus call tracking, document creation, and revenue forecasting.

The “Enterprise” plan is priced at $119/month and gives access to all features of Pipedrive.

You can get add-ons to get the most out of the Pipedrive CRM subscription.

LeadBooster add-on starts at $32.5/month upon annual billing and helps large businesses to engage with leads more frequently.

Web Visitors add-on starts at $41/month upon annual billing and helps you recognize how your clients found out about services that can improve your marketing strategy.

Why use a CRM at all?

As a business, you always have to keep evolving to keep up with the changing market. You can no longer depend solely on spreadsheets or your employees to handle the sales tasks, devise strategic marketing campaigns and provide a quality customer experience.

A CRM solution optimizes your business operations by aligning all departments and seeing how they affect each other. It provides a unified database for all your business requirements, making data management a lot easier and more efficient. By adopting CRM, your business will attract more clients, allowing your employees to focus on their actual goals and not waste time on data entry tasks.

Why should Hospitality businesses use a CRM?

The hospitality market focuses on serving customers and providing a quality experience during their stay. It requires insight into your business operations, so you can make improvements and implement strategies to serve your clients better.

Having a system that helps your employees understand; the client's expectations and past preferences can be a great addition to your business.

CRM can be used to exploit sales potential and maximize the value of the customer to the hospitality industry. In the long term, CRM produces continuous scrutiny of the hospitality business with the customer, thereby increasing the value of customer experience.

The hospitality sector's greatest asset is its knowledge of the customer. CRM can provide your business with a competitive advantage by retaining customers who represent the highest lifetime value and profitability. You can develop customer relationships across a broad spectrum that helps build a strong clientele base.

You increase the likelihood of referral business, boost sales through better timing by anticipating needs based on historic trends, understand customer requirements and perform effective targeted marketing communications aimed specifically at customer needs.

CRM helps you develop a customer-centric approach, improving your product and services to win more businesses in the future.

CRM for Hospitality, A Summary

Customers are essential for a hospitality business: as they determine your revenue generation, market reputation and future success. Having a system that emphasizes customer experience will be a great addition. A CRM collects customer data from several sources and stores every single operation so you can serve your clients better.

Netsuite offers a customizable platform and a 360⁰ customer view, making it easier to serve clients and understand their needs. It is our suggested pick for a CRM that suits Hospitality. Visit the website to get started.

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