Accor franchisee: aligning the CRM across several hotels
One shared way of following guests across the network, with tools each hotel can still use day to day.
The client
The engagement covered hotels operated under an Accor franchise. In a hotel network, the commercial relationship runs from first contact to booking and on to later conversations: teams need follow-up that does not break apart across tools.
The challenge
The challenge was to align CRM practices and automate follow-up tasks while respecting how several hotels operate. The system had to give a shared view without forcing a process disconnected from local work.
What we delivered
Our team contributed to optimizing the hotel CRM and its workflows. The work covered customer data, follow-up stages, reminders and document management, with HubSpot and PandaDoc.
How we worked
The consulting work started from the operations to be tracked and from how teams actually work. The tools were treated as parts of one process: managing the relationship, moving information around and helping staff use it.
What changed
The engagement gave sales follow-up and workflows a common framework. The intended benefit is a customer relationship that is easier to steer across the network, with fewer follow-up tasks done by hand.
Three practices, one team.
AI built into your processes: custom, sovereign and in your name.
LLM integration, AI agents and RAG, AI MVPs and POCs, business applications, n8n agency, AI advisory, CoBIos and BIA.
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