SAN FRANCISCO, April 26, 2018 /PRNewswire/ -- Marriott
International, Inc., the global leader in hospitality, and
Salesforce (NYSE: CRM), the global leader in CRM, today announced
the global rollout of Marriott's new customer recognition platform.
Powered by Salesforce, the platform enables Marriott to conduct
one, continuous interaction with members of its loyalty programs
across guest channels including call centers, on-property, web and
mobile, on a global scale.
"Marriott's vision is to be the world's favorite travel company.
The best way to reach that goal is to employ a best-in-breed,
global customer recognition platform that connects our guests at
every possible touchpoint to our team of expert hospitality
professionals who strive to delight our guests every stay,"
said Brian King, Global Digital & Sales Officer at
Marriott International. "Our partnership with Salesforce is
essential to creating a frictionless experience for our guests so
they can spend more time pursuing the things that make them
passionate about travel."
Combining Marriott's next generation hospitality with
Salesforce's innovative customer service technology, Service Cloud,
the platform provides Marriott associates with an accurate,
360-degree view of each guests' profile, as well as relevant,
volunteered information that enables associates to provide truly
personalized service at every touchpoint. Now all conversations,
regardless of which channel they start from, continue from
interaction to interaction across leading messaging platforms,
Marriott mobile apps, websites, call-centers and beyond. For
instance, members of Marriott's loyalty programs can, weeks before
they check in, use Apple Business Chat to connect and chat with an
associate in Marriott's Customer Engagement Center to make a
special request for their stay. Then, a day before they check in,
easily amend the request using the Mobile Requests functionality in
the Marriott Mobile app. When they arrive to check in, the front
desk associate will let them know the request has been
fulfilled.
"There's no such thing as a 'typical' guest or traveler—everyone
has unique needs, motivations and expected outcomes, and they want
their travel partner to deliver a personalized experience," said
Taimur Khan, Salesforce GM and Vice
President of Travel, Transportation and Hospitality. "Marriott is
redefining expectations across the traveler journey by using
Salesforce to empower its guests with connected and personalized
service, on the channel of their choice, from the moment they start
planning their trip."
About Marriott International, Inc.
Marriott
International, Inc. (NASDAQ: MAR) is based in Bethesda, Maryland, USA, and encompasses a
portfolio of more than 6,500 properties in 30 leading hotel brands
spanning 127 countries and territories. Marriott operates and
franchises hotels and licenses vacation ownership resorts all
around the world. The company also operates award-winning loyalty
programs: Marriott Rewards®, which includes The Ritz-Carlton
Rewards®, and Starwood Preferred Guest®. For more information,
please visit our website at www.marriott.com, and for the
latest company news, visit www.marriottnewscenter.com. In
addition, connect with us on Facebook and @MarriottIntl
on Twitter and Instagram.
About Salesforce
Salesforce, the global CRM leader,
empowers companies to connect with their customers in a whole new
way. For more information about Salesforce (NYSE: CRM), visit:
http://www.salesforce.com.
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SOURCE Salesforce