TrustYou Expands Integration with Hotel Property Management Systems (PMS). Full-Scale Launch of CDP in the Japanese Market to Integrate Customer Data and Enhance Customer Experience.

TrustYou Co., Ltd. (Minato-ku, Tokyo, Representative Director: Hisayoshi Otsuki), the Japanese subsidiary of TrustYou GmbH, which provides a hospitality AI platform for hotels, has recently expanded its integration with major hotel Property Management Systems (PMS) and fully launched its Customer Data Platform (CDP) for integrated customer data management in Japan.

By integrating accommodation history and customer information accumulated in the PMS, along with behavioral history regarding distributed emails and the vast amount of accommodation facility data accumulated through TrustYou's previously provided Customer Experience Platform (CXP), this CDP provides an environment where hotels can more deeply understand customer preferences and needs, and utilize this understanding for personalized marketing and cultivating repeat customers.

3 Challenges Facing the Accommodation Industry

Currently, the accommodation industry is required to respond to challenges such as "severe labor shortages," "diversification of customer needs," and "delayed digitalization." With the recovery of inbound demand and the increase in Free Independent Travelers (FIT), accommodation facilities are required to provide services tailored to each individual guest while operating efficiently with limited staff.

Furthermore, hotels often use multiple systems concurrently, such as PMS (Property Management Systems), reservation sites (OTA), and customer communication tools, and it is not uncommon for customer data to be managed in a fragmented manner. Consequently, there is a challenge in that it is difficult to conduct marketing and cultivate repeat customers by fully utilizing customer information.

Against this backdrop, the importance of a CDP (Customer Data Platform) is increasing as a foundation for integrating fragmented customer data and deepening customer understanding.

Realizing Customer Data Integration through Integration with Major PMS

TrustYou's CDP supports integration with major PMS such as Oracle Hospitality OPERA Cloud, SIHOT, and Apaleo, enabling customer understanding that combines customer data accumulated in the PMS with survey data held by TrustYou.

The main PMS that are supported for integration are as follows:

・ Oracle Hospitality OPERA Cloud

・ SIHOT

・ Apaleo

Through this integration, the following types of data accumulated in the PMS are integrated into TrustYou's CDP:

・ Reservation information (stay dates, number of nights, number of guests, etc.)

・ Accommodation history

・ Customer profiles (language, birthday, etc.)

・ Reservation channel information

・ Sales information

These data are linked in real-time or automatically, allowing hotels to manage fragmented customer information integratively on a single platform.

Marketing Utilization and Implementation Benefits through Customer Data Integration

With this integration, accommodation facilities will be able to utilize customer data integratively and implement more sophisticated marketing activities. For example, the following types of utilization are expected:

・ Centralized management of customer data: By integratively managing accommodation history and customer information accumulated in the PMS on the CDP, guest behavior and preferences can be grasped more accurately.

・ Personalized marketing: Segment analysis based on accommodation history and customer attributes makes it possible to implement communication and promotions optimized for each guest.

・ Strengthening the cultivation of repeat customers: Utilizing customer data allows for the implementation of campaigns and personalized offers that encourage return visits, contributing to the improvement of long-term customer loyalty.

In addition, strengthening marketing activities that utilize customer data will lead to addressing management challenges such as breaking away from OTA dependence and promoting direct bookings.

Future Development: Expanding Integration to Support Data Utilization in the Accommodation Industry

TrustYou will continue to expand integration with various systems in the accommodation industry, including PMS, and proceed with building an environment where hotels can utilize customer data more effectively. Furthermore, by utilizing the customer data integrated into the CDP, we are strengthening the provision of solutions that support data-driven operations for accommodation facilities, such as providing AI-utilized guest communication and personalized experiences.

Moving forward, TrustYou aims to evolve its platform to provide value to both hotels and guests as a data foundation that supports the AX (AI Transformation) of the accommodation industry.

Regarding the Expansion of Integration with PMS Vendors

TrustYou positions the strengthening of integration with PMS in Japan as one of its key initiatives for the expansion of CDP utilization in the Japanese market.

Integration with overseas PMS such as Oracle Hospitality OPERA Cloud, SIHOT, and Apaleo has already progressed, and accommodation facilities using these systems can smoothly utilize TrustYou's CDP.

In the future, we will further expand integration with PMS used in Japan and proceed with building an environment where hotels can utilize customer data more easily.

PMS vendors interested in integrating with TrustYou's CDP are encouraged to contact us easily via the link below.

https://www.trustyou.com/ja/contact/

About TrustYou

TrustYou provides the world's No. 1 hospitality AI platform to help companies listen to customer feedback, turn that feedback into actionable data, and use it to improve customer satisfaction. We collect data on word-of-mouth and reviews (ratings) concerning over 1 million hotels and accommodation facilities listed on more than 200 travel sites worldwide, analyze and visualize it in multiple languages, and support better business decision-making. Furthermore, in recent years, by utilizing AI, we are realizing customer data management that goes beyond customer feedback solutions and are achieving more direct bookings. We integrate customer data to create effective marketing, personalized experiences, and higher customer lifetime value.

In addition, TrustYou's review data is also utilized on partner travel sites including Google, and our mission is to create infinite opportunities for companies to listen to, respond to, and improve upon customer feedback through review data.

If you wish to request a service quote or demo, please contact us from here.

Company Profile

Company Name: TrustYou Co., Ltd.

Representative: Representative Director Hisayoshi Otsuki

URL: https://www.trustyou.com/ja/