CRM harmonization and workflow automation for Accor franchised establishments
Centralize, automate, and standardize business processes
Fourteen Accor group franchisees — including Novotel and Ibis hotels in Benelux — wanted to modernise their commercial and administrative processes. The objective: to centralize CRM management, automate reservations and unify performance monitoring tools in order to gain efficiency and operational visibility, while taking into account the organizational differences specific to each site. Bonne Idée carried out a comprehensive intervention including diagnosis of existing practices, advanced configuration of HubSpot for multilingual commercial management, automation of exchanges and notifications, and structuring of a documentary system via PandaDoc to streamline contracting. Particular attention has been paid to local adoption through personalized support and dedicated training.
A more efficient organization and stronger adoption
A more efficient organization and stronger adoption
The new digital infrastructure now makes it possible to centralize customer data, automate key stages of the sales cycle and monitor performance in real time via dynamic dashboards. Teams benefit from simplified document management with integrated electronic signature, promoting speed of execution and compliance. The initiative led to a measurable improvement in performance: +30% in operational efficiency, -25% in processing times, and better coordination between institutions. This project illustrates the ability of a well-managed CRM transformation to harmonize multi-site workflows, strengthen the autonomy of teams and optimize customer relationships in a demanding hotel environment.
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