How to Submit a Support Services Case

Libra OnDemand Support Services provides expert-level technical support, advanced web-based tools and best practices training to its valued customers. Users can easily receive assistance by submitting cases to Support Services via the Libra OnDemand Support Portal. 

A Support Services Consultant or your Customer Success Manager will provide you with a Username and Password to the Libra OnDemand Support Portal. If these credentials have not been provided, please contact support@libraondemand.com. Please note that the Username and Password for access to the Support Portal are different from your Libra OnDemand (salesforce.com) Username and Password used to access the Libra OnDemand HRM system. 

The following steps outline the process for submitting a Support Services case:

1. To access the Support Portal, go to the Libra OnDemand website at www.libraondemand.com and click the “Login” button at the top right of the screen.
2. Enter your Support Portal Username and Password in appropriate fields.
3. Once logged in, you now have access to the Welcome to Libra Support Portal screen.
4. To submit a Support Services case, click on the “Log A Case” tab, complete the required fields, and click the “Submit” button at the bottom of the screen.
5. Once the case has been submitted, you will receive an auto notification email, confirming that your case has been successfully logged in the Support Portal. A Support Services Consultant will then contact you for assistance, pursuant to the terms of the Libra OnDemand Service Level Agreement (“SLA”) described at http://www.libraondemand.com/support_policy.

A brief video tutorial may be viewed here. 

Click on image to view video tutorial.

Libra OnDemand Executive Interview | 2011 HITEC

While at HITEC 2011, CRM Analyst Lauren Carlson from Software Advice met with Gregg Hopkins, President & CEO of Libra OnDemand, to discusss CRM trends in the hospitality industry. During the interview, Gregg talked about the different disciplines of CRM and how they “talk to eachother.” He discussed the “hot” trends in the market, including cloud computing and mobile applications. Gregg shared the importance of reputation management for hotels through social media. And, he discussed the unique qualities of Libra OnDemand that are being embraced by members of the hospitality industry.

Why the Cloud is Right for Hospitality

By offering a fundamentally faster, less risky, and more affordable solution to on-premises applications, cloud computing will forever change the economics of hospitality information technology. With cost-effective alternatives for application enhancement and development, cloud computing provides innovative ways to create competitive industry advantage. Why are cloud solutions the right technology strategy for 2011 and beyond?

1.  Delivers faster time to value

Cloud computing affords hospitality organizations a return on investment within weeks, not months or years. Since cloud computing streamlines all stages of the application development cycle, with complete, pre-built applications and project management services, developers can immediately focus on customizing features and functionality.

Additionally, cloud applications are much faster and less expensive to scale to multiple applications since there are no additional costs to deploy more to existing users. And because all applications are built on the same platform, pre-existing capabilities and services can be reused across multiple applications.

2.  Requires no up-front capital expense

Cloud computing platforms are based on subscription pricing. Companies can start small, with virtually no up-front costs, and instantly scale to meet broader business needs. The ability to pay-as-you-go is categorized as a service rather than a capital expense, making it a compelling option for financial predictability and project accountability. And because there is little risk, cloud solutions allow hospitality organizations attain better information technology despite reduced capital budgets.

3.  Minimizes operational costs

Cloud environments are immediately available and vertically integrated with ready-to-use services for developers, administrators and end users, cutting project time and cost. Cloud technology providers even manage the burden of operational maintenance and support. Performance tuning, patches, and upgrades are delivered as part of the service, requiring fewer technical resources and minimal demands on the customer.

Such operational efficiencies are the result of a true multitenant architecture where users share the application’s physical instance and version. Individual deployments of applications occupy virtual partitions rather than separate physical hardware and software stacks. So every time a major innovation is released, every customer instantly benefits, resulting in lower risk, rapid innovation and reduced costs.

As hospitality organizations reap the benefits of placing their technology in the cloud, what do industry professionals need to consider to stay on top of this growing trend?

1.  Is the cloud reliable and secure?

In contrast to an on-premises system, data maintained in the cloud is securely stored elsewhere. Gone is the fear of losing information if a localized computer network crashes; and it is accessible from anywhere in the world with an Internet connection.

Additionally, cloud technology providers offer secure infrastructure and reliable development platforms using such enterprise-class security as firewall protection, intrusion detection systems, and SSL encryption. Because it relieves the cost, burden, and liability of maintaining security compliance and certification from the customer, cloud computing saves customers both time and expense.

2.  Does the cloud simplify integration?

Gartner estimates that up to 35 percent of the implementation costs associated with on-premises application development is for integration. In comparison, cloud computing makes it faster and easier to integrate and extend legacy environments as well as connecting to other cloud services. And because of the cloud multitenant architecture, integrations no longer “break” during upgrades, require intricate technology dependencies, or lead to vendor lock-in.

3.  Are all new technology providers truly in the cloud?

Beware of the “false cloud”. Cloud computing might sound like network computing, but it isn’t. With network computing, applications and data are hosted on a single company’s server(s) and accessed over the company’s network. In contrast, cloud computing encompasses multiple companies, multiple servers, and multiple networks.

So when considering a cloud computing solution, distinguishing criteria should be carefully evaluated. A true cloud technology provider:

• does not try to sell hardware
• does not need to install software
• will have open APIs
• does not need to re-architect systems
• does not require a specific number of machines upfront
• does not run on only one operating system
• does not store data in on-premises machines
• will connect to any computer or personal device

With limited budgets and a highly dynamic market, it is critical to stay ahead of the hospitality information technology curve. With cloud computing, organizations can extend the life of their existing systems with new innovations, improve time to market of new systems through affordable pricing, and ultimately gain competitive advantages in the hospitality industry.

Are You Keeping Up With Today’s Traveler?

As a frequent traveler, I am ever so grateful when the entire travel process runs smoothly. Granted, just during a typical business trip, there are endless possible bumps along the road: airport security, flight delay, weather, baggage claim, traffic, missing reservation, unprepared guest room, incorrect folio billing…and the list could go on. In fact, when my wife asks “How was your trip?” my standard response is “Uneventful.” And, that’s a good thing.

Thankfully, today’s ever expanding technology options allow travelers more and more ways to manage their own travel experience to meet their specific expectations. Not only can you book your entire reservation online from flights to car rentals to hotel accommodations, but you can customize your experience with onsite activities, dining reservations, local events, etc. - all from the convenience of your personal computer or mobile device. And now, through the beauty of social media, you can easily track your reservation, complete your check-in process or share comments about your stay.

Heck, my nine-year old son is proof. For our family vacation last summer, he completed his own online registration for the resort’s onsite children’s program, indicating such items as food allergies and favorite activities. Then, hand him my iPhone and he can do just about anything. Directions and traffic conditions to the hotel – no problem. Reservations to the local restaurant – easy. Schedule a golf tee time for his dad – yes, he’s even done that too. As I see it, with the increasing number of user friendly, travel technology options, we are easily becoming a generation of “Do-It-Yourself travelers.”

It’s all about streamlining your experience. I recently read an article by Rob Lovitt on msnbc.com about how “some hotel chains are ditching the front desk” altogether. He asserts that “thanks to improvements in technology and the realization among hoteliers that, for some travelers at least, the traditional front desk process is actually a hindrance to good hospitality.” According to Daniel Mount, as associate professor at the School of Hotel Management at Penn State, it’s all about consistency. “Self-service is consistent – it’s not always outstanding, but it’s consistent.” So as more and more tech-savvy travelers embrace this self-service model, hoteliers need to respond.

How is your hotel organization keeping up with this demand? Do you have a system in place that allows your customers to streamline and automate their stay? Do you know, for example, that Mr. Smith, your frequent business guest, prefers extra pillows and would like them automatically delivered to his room prior to his arrival? Or, better yet, do you have an online customer portal that offers stay-aware content and self-service options for your in-house and frequent guests to have direct access and control over their account information?

But, it’s not just that simple. As Lovitt points out, “The thought process is evolving. Excellence in customer service revolves around letting (your) guest choose the way they want to interact with the hotel.” Remember Mr. Smith with the extra pillows? Yes, he may want to follow a self-service model while traveling on business, but then prefer more personalized interaction while on a family vacation. There is the human factor. “Whatever the system, proponents of self-service travel insist it’s not about eliminating human contact, but rather changing the nature of it and, potentially, enhancing it. Those who prefer to interact with a human being (should) always have the option of doing so.”

And, here’s another consideration: self-service technology may not be right for some market segments. Mount’s studies indicate that “It probably won’t work in resorts where guests have a lot of questions – Where is this? Where is that? – or at high-end properties. The higher the average rate, the more people want human beings to wait on them.” So, when Mr. Smith takes Mrs. Smith on a once-in-a-lifetime, romantic, second honeymoon to celebrate their 25^th wedding anniversary, he expects the ultimate in personalized, guest service. He wants champagne delivered to their suite. He wants a couples massage at the spa. He wants dining reservations at the finest restaurant.

The question is – does your hotel deliver? Granted, every traveler is not headed to a high-end property; every hotel doesn’t offer chocolate dipped strawberries. But, does your organization meet the ever changing needs of today’s traveler? Do you offer self-service options for the tech-savvy customer to manage their own experience? Can you also provide customized, personal service for the guest who prefers more human contact? And, most importantly, do you currently have a technology system in place that enables you to manage both of these different guest expectations?

A comprehensive Customer Relationship Management (CRM) system provides a complete 360-degree view of your customer, so you can build and maintain strong, lasting customer relationships, no matter what type of traveler they may be. It facilitates collaboration and communication across your organization so guest expectations are easily met. It integrates with your other hospitality management systems and synchronizes with current social media networks. It even offers customer portal technologies that enable your guest to have direct access to their account, offering ease and convenience before, during and after their stay. Ultimately, a CRM system provides you with the tools to meet the needs of every type of traveler and deliver guest satisfaction.

Are you keeping up with today’s traveler? CRM may be your answer.



Data Analytics – Things That Make You Say Hmmm...

Assigning monetary value to customer data is a concept that few hotel businesses seem to be embracing, although it makes a great deal of sense to do. We treat everything else in our organizations as assets with measurable financial worth: inventory, people, property, etc. But, have you ever sat down and calculated a dollar value for your customer database? What about the monetary value of a specific guest? My guess is that you probably have not.

So what would go into such a calculation? You should certainly consider past, current and future earnings for each customer in your database. Then, with a fair degree of certainty, this information will reveal how much revenue you can expect that account, group or guest to spend in the future based on past performance. Over the years, hospitality organizations have “guesstimated” this information when forecasting based on a variety of sales and performance metrics that they track. Rarely has this information been obtained from an easy to access, real time, on demand data source – until now. With the rapidly expanding development of cloud based technologies, hotel organizations now have the ability to examine their customer database and accurately assign monetary value.

But, what about risk? The loss of any data that you maintain, particularly if it contains information subject to regulatory control (credit card numbers, etc.) carries a certain amount of risk if that data was ever lost, damaged or stolen. It’s the same as if you had inventory lost, damaged or stolen. And, as you accumulate more data, your risk of loss increases. This is why a cloud based solution is so ideal. Take Salesforce.com, for example, the global leader in customer relationship management and cloud computing. Salesforce.com is not only the world’s #1 sales application, but it also utilizes some of the most advanced technology for Internet security available today. So, when you access their site using industry standard Secure Socket Layer (SSL) technology, your customer data is automatically protected using both server authentication and data encryption, ensuring that your information is safe, secure, and available only to registered users in your organization. Your data is guaranteed to be completely inaccessible to your competitors.

Here’s another consideration when managing your customer information: many technology vendors actually charge their customers to access their own data. Now, this baffles me. It’s your data so you should not be charged anything additional for using it. It’s not like it’s the vendor’s own proprietary database; most likely, it’s Microsoft, Oracle, SyBase or some other flavor. And, the copy and exporting of that data is not affecting the vendor’s application. Your customer information should be available to you to be freely exported to another system so that it can be analyzed and used more effectively. Or better yet, you should be able to have data exchanged between vendor applications and other external solutions.

So, now that you have all this customer data, what do you do with it? Comprehensive data analysis is critical for the Revenue Analyst who, for example, may want to prepare next year’s budget by querying, “What effect do various business sources have on our revenue?” To answer this question they need to examine hotel sales through such sources as online travel agents (i.e. Expedia, Travelocity), GDS, property website, direct sales, 800 number, etc. Then, with these clearly reported statistics, they can determine which sources are most profitable, produce the highest return on investment, and should therefore be accounted for in the future budget and part of the hotel’s distribution strategy.

Knowing all about your frequent customers is also a very important aspect of your overall business success. But, what about those customers that have stopped or decreased the amount of business with your hotel? For example, do you know which one of your frequent, loyal guests has not visited your property in the past six months? An effective CRM should be capable of examining your producing and non-producing accounts and contacts, see those guests, travel agencies, and companies that have changed their stay patterns and buying habits. From those results, you can then create an email campaign to reestablish contact or an action item for your Guest Services or Sales Manager to telephone the customer directly.

A final consideration when analyzing the overall value of your customer and their stay tendencies is to collect the information from various sources (PMS, CRS, activity management systems, etc.). One source is not enough. For example, what if your customer stays in your hotel only a few times a year, but dines in your restaurant three times month? Or, what if they exclusively have treatments in your Spa on a regular basis? Relying on only one data source can really skew the analysis of your customer’s value to your organization. So, having a comprehensive system that brings all that information together is the key.

Things to ponder about your data analytics:

1.     Can your current system assign monetary value to your customer data?

2.     Is your data secure?

3.     Do you have complete and free access to your data?

4.     Are you using all your data to improve your customer relationships?

No doubt that effectively collecting, analyzing and securing all your customer data is as important as ever to your organization’s success. Hmmm…