CRM boosted by checkered flag

CRM boosted by checkered flag

After 12 months project development, Melbourne integrator Kwiltek has completed a comprehensive customer relationship management (CRM) software overhaul for hotel chain Flag.

According to Kwiltek managing director Keith Wilson, the new software will enable the hotel chain to fully process reservations and account settlements without manual intervention. The system will also provide fully integrated CRM for all 4000 Flag agencies, he said.

Flag would not specify the cost of the software overhaul. Kwiltek is a software sales and support company.

Wilson said the hotel chain would use Great Plains Dynamics software to operate its financial services and Pivotal Relationship software to operate its CRM and reservations. Kwiltek devised a unique integration system between the two software products according to the needs of the hotel chain, Wilson said.

Both software products run on a Windows operating system with an MS SQL platform. Wilson said the key to successful software integration in the customer service industry was the integrator's willingness to design the system according to the instructions of the client rather than to a uniform project design.

Accordingly, Pivotal Relationship was almost entirely customisation-driven, Wilson said, whereas most other CRM software products were only about 20 per cent customisation-based.

`They had a lot of ownership of their previous internal system. The client has got to have enough ownership to say 'this is what we want done and this is how we want it done',' Wilson said.

Kwiltek, which claims a 60 per cent market share of all Australian Pivotal installations and a 20 per cent market share of Great Plains Dynamics installations, lists the Australian Society of Chartered Practicing Accountants (ASPCA), the Anti-cancer council's Victoria operation and Hawthorn Football Club among its previous clients. Wilson said his company was expecting to soon finalise integration deals with `a few major companies', but would not specifiy which. Kwiltek does not expect to strike any further integration deals with motel chains.

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