Integrations

Integrations


Get an integrated customer view with our connected solutions

Maximise the value of every guest interaction

As they say, data is king. Having an integrated view of the customer gives operators the whole picture, which can help drive decision making, improve the efficiency of marketing campaigns and operations, and directly impact the bottom line. Here are a some of the options you’ll have with HGEM for integrating new and existing systems.

Our integration options include

MENUS & DISHES

In order to capture feedback on dish KPIs (such as satisfaction and value for money), there are a couple of options. We can periodically import your menu (which can vary by location). Or, for certain POS systems – which- we can integrate directly – looking up the transaction for details of what the guest ordered and other information such as who served the guest.

FEEDBACK INVITES

Platforms, such as CRM, POS, bookings or wifi, can trigger invites to guests to provide feedback on one of our sites. The invite can contain meta data such as visit date, location, guest ID and visit type, which we use to pre-populate parts of the survey and determine the user journey.

EMBEDDED SURVEYS

We can provide you with code and parameters to embed short surveys into any of your digital channels (such as website or app). This means the guest does not need to leave your environment.

BI SYSTEMS

Our Guest Experience Management platform, The Hub, provides a comprehensive solution for reporting, but many clients wish to integrate this with data from other sources in their own BI system. We will liaise with any third-party suppliers to make this as easy as possible via a scheduled file export or through the HGEM API.

CRM & MARKETING DATABASES

We integrate with several popular CRM platforms to send through information such as contact details, ratings and comments, subject to the user’s consent. The information transfer can be either via a scheduled file export or through the HGEM API. The guest identifier can be either an email or an anonymous ID passed in through the survey invite.

VOUCHERS

Where it fits with your brand, vouchers can be an effective way to encourage repeat visits. If you supply us with a series of voucher codes and expiries, we can send these to guests (from your domain). They can be displayed as both a series of characters and as a QR code.

COMPLAINTS

Complaint data can flow both ways. We can import key records and stats from your customer support system for display in Hub reports. And we can also trigger the creation of tickets in certain platforms, such as Zendesk, based on predefined parameters, such as a score threshold.

DELIVERY APP REVIEWS

Depending on your arrangement with your delivery partner, we can import app ratings and comments into The Hub.

Integration you can't see?

We're open to establishing new partnerships, so if there's an integration that's not on the list - let us know, and we'll see what we can do.

Partners

Here are just a few of our current integration partners, but we are constantly exploring others to help you drive improvements in your business
Acteol

CRM

Acteol

Pre-populated invites for HGEM feedback surveys and imported ratings and comments for people in CRM

Airship

Customer Engagement Platform

Airship

Pre-populated invites for HGEM feedback surveys and imported ratings and comments for people in CRM

Alchemetrics

Customer Data Platform

Alchemetrics

Pre-populated invites for HGEM feedback surveys and imported ratings and comments for people in CRM

Deliveroo

Delivery Partner

Deliveroo

Feed ratings and comments from the Deliveroo app into The Hub

Didici

Business Intelligence

Didici

Combine HGEM guest experience results with KPIs from other parts of your business for visualisations and predictive analytics

Fourth Analytics

Operational Analytics

Fourth Analytics

Combine key guest experience results with data from other parts of your operation for integrated analytics

Resdiary

Bookings

Resdiary

Post-reservation invites for HGEM feedback surveys, and tracking of Resdiary reviews in HGEM's Hub CRM

ReviewTrackers

Social Reviews

ReviewTrackers

Visualisation in HGEM's Hub of ratings, comments, stats on responses and competitors, and much more from several review platforms

Tahola

Business Intelligence

Tahola

Combine key guest experience results from HGEM with data from other areas of your business for integrated analytics

Trail

Work Management

Trail

Get on top of your team's daily jobs, including actions generated from HGEM

Wireless Social

Guest Wi-fi Solutions

Wireless Social

Invite wi-fi users to complete HGEM feedback surveys and capture guest presence data to view in The Hub

Yapster

Instant Messaging

Yapster

An all-company instant messaging app to engage a deskless workforce. An HGEM 'yapplication' can be added for tracking employee sentiment

Yext

Listings Management

Yext

Feed ratings and comments captured from popular review platforms into HGEM's Hub

Zap BI

Data Warehouse Automation

Zap BI

Capture HGEM guest experience results and feed them into business intelligence tools

Zendesk

Customer Service Software

Zendesk

We can create tickets in Zendesk based on a trigger, such as a score threshold or determined by a visit type, for example.

Sprout Social

Social Media Management

Sprout Social

Sprout Social use HGEM's Key Results API to integrate key ratings into CRM data

Toggle

Hospitality Commerce

Toggle

For Toggle clients, we can empower your managers to issue vouchers from The Hub where needed to recover a situation where the guest has left poor feedback

Exponea

Customer Data Platform

Exponea

Where a guest email or ID exists, we can feed data on that guest's experiences into Exponea, enriching options for market segmentation

webCRM

CRM

webCRM

Complaint tickets and positive experience reports created in webCRM can feed into The Hub, allowing us to build a picture of complaint rates in each location

Orderbee

Order & Pay

Orderbee

We can look up key transactional data for guests that have used Orderbee and use this to personalise the feedback questions

Shopmetrics

Mystery Shopping Partners

Shopmetrics

HGEM's UK visits are managed with our own software. But we can integrate with mystery shopping providers outside the UK that use Shopmetrics in order to access reports and photos.


Learn more about The Hub