Accor

Fourteen franchised properties of the Accor group, including Novotel and Ibis hotels in the Benelux, wanted to modernise their commercial and administrative processes. The goal: centralise CRM, automate bookings and unify performance tracking in order to gain efficiency and operational visibility, while allowing for the organisational differences of each site. Bonne Idée carried out a complete engagement including a review of existing practice, advanced configuration of HubSpot for multilingual sales management, automation of messages and notifications, and a documentation setup built on PandaDoc to smooth contracting. Particular attention was paid to local adoption through tailored support and dedicated training.

The new digital infrastructure now makes it possible to centralise customer data, automate the key stages of the sales cycle and follow performance in real time through live dashboards. Teams benefit from simplified document handling with built-in electronic signature, which favours speed of execution and compliance. The initiative led to a measurable improvement in performance: 30 per cent more operational efficiency, 25 per cent shorter handling times, and better coordination between properties. The project shows what a well-run CRM transformation can do to harmonise workflows across sites, make teams more self-sufficient and improve customer relationships in a demanding hotel environment.