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| Synopsis
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| When
the competition in the field
of resort industry mounted up,
technologies that once provided
competitive advantage became
baseline capabilities. A famous
resort from God’s own
country found that innovation
is the only road that can lead
to success and they came to
Aufait in search of innovation.
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| The
Client |
“ Kadavu”
is a tourism resort situated
on the tranquil banks of the
‘Chaliyar’ –the
largest backwaters in North
Kerala. Spread over 10 acres
of prime waterfront land, the
exquisite landscaping, enhances
the ethnic feel of the entire
resort.
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Kadavu
welcomes the traveler with 17
independent cottages and several
rooms and suites. Here the (Mappila)
Muslim style of architecture
blends harmoniously with the
Hindu styles giving the resort
an absolutely unique appearance.
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| Kadavu
also has a state-of-the-art
Ayurvedic Treatment Centre,
where the visitor can rejuvenate,
beautify, condition, and relax
themselves with the special
herbal recipes of Ayurveda.
Besides the famous backwater
cruises, and Ayurvedic Health
Care, Kadavu also offers opportunity
for the tourist to experience
the marvels of ‘Theyyam’,
‘Kalaripattyu’ and
other local art forms in their
traditional settings.
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| Present
Situation |
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According to a report published
by the Brussels-based World
Travel and Tourism Council,
Tourism is the world's most
rapidly growing industry, and
that by the year 2005, the contribution
of Tourism to the world economy
would be more than doubled from
the base level of 1994. Whatever
may be the need of a tourist,
be it the virgin beaches or
the tall mountains and hill
stations or whether it is the
antiquity and monuments, India
has unparalleled attractions
to offer to the tourist. In
spite of all these, India's
share in the global tourism
scenario is a mere 0.4 per cent
and the share of Indian arrivals
currently stands at a mere 7
per cent. Definitely, India’s
tourist attractions warrant
for more tourists than we are
presently getting.
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Several
reasons can be attributed to
this ironical situation. One
of the possible reasons can
be poor Customer relation management
compared to the global standards.
Modern customers are more mobile,
informed and demanding. And
competitors from other countries
became more adept at quickly
improving their operations.
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| Business
Challenge |
| Kadavu
Resorts offers facilities of
global standards and also have
a Customer friendly website
designed by Aufait technologies
with provisions for Online reservation.
But with the standard of excellence
continually rising, companies
have been forced to outdo themselves
with each successive customer
initiative. As a result, technologies
that once provided competitive
advantage became baseline capabilities,
especially in the ever-expanding
industry of Tourism.
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| Aufait’s
Solution |
Aufait found that a well-designed
Customer Relation Management
System is the immediate need
of the client. With these
ideas in mind Aufait designed
an e CRM for Kadavu
Resort.
CRM is aimed at performing
the following functions
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To
enhance the client’s
ability to market its
unique facilities and
services to individual
tourists from across
the globe |
| • |
To
attract more and more
customer groups to the
resort. |
| • |
To
persuade potential guests
to choose Kadavu resorts
as their normal choice
of stay. |
| • |
To
provide unmatched online
service for its guests |
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With the help of this application,
client can maintain a huge database
of the customer. They can categorize
the customers in different ways
and thereby sent customized
greetings and letters to each
of them. Special offer mails
can also be sent to their customer.
Thus they can develop good rapport
with the customers from across
the globe.
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