A major European hotel company
The Brief:
A newly installed CRM system was not reaping the benefits expected. The sales staff were not confident in either the system and new processes nor in the skills needed to use the system effectively. Claviga was requested to retrain the sales team to help further acceptance and system use.
Claviga Discovery:
Analysis revealed that the system was too complex and possibly not the correct solution for the property. The initial training had been very system focused and did not address the actual sales processes. A number of issues were uncovered which revealed that the property needed to re-address the training to make the system a supportive mechanism to the sales process nor to drive it.
Claviga Solution:
Claviga recommended a number of approaches based on the complexity of the outcome of the discovery phase. The client decided to replace the system with one that was more suited to the business and a programme to familiarise the General Manager and train Sales in Leadership Skills and Key Account Management was then designed and implemented.
Claviga worked with the business from within to clearly identify issues and recommend alternative solutions. The Claviga team's strength in Consulting and Training, combined with their ability to listen and interpret the brief, resulted in a business solution truly tailored to the specific needs of this resort property.
