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 and Freshdesk, based on predefined parameters, such as a score threshold - these are created in the name of the requester so that you can respond directly.