CRM SYSTEM

AT OYO
 OYO
India's largest branded network
of hotels offering standardized
stay experiences at an
unmatched price
It has more than 7000 hotels in
200+ cities
Millions of web and mobile
visitors every month turn to
them to book a room
At OYO, every decision taken is to
drive a stellar end-to-end
customer experience.
Customer experience is ensured
by leveraging technology to drive
efficiency, reduce friction, and
even predict customer behavior
Oyo’s team gather insights and
feedback to make the OYO
experience more personalized
and consumer-centric
 CRM SYSYTEM & OBJECTIVE
Reduce abandonment rates  Location based targeting
OYO knows it’s all about being location-aware
OYO has deployed Blueshift, to have OYO wanted to reduce abandonment through targeted
price drop alerts & abandoned search reminders across key and building an experience around their
a full360-degree view of guest- intended destination
marketing channels
interactions to drive sales in both
online and offline channels

Single 360-degree view of each customer Increase app usage

Blueshift has ability to ingest and process
OYO needed insight into how each customer transacted and
many data sources from online and offline
engaged across multiple channels and platforms to better optimize
activity, quickly segment specific audiences the user experience
and operate in real-time across multiple
channels
Target and track anonymous users  Unified reporting
OYO looked to target anonymous users and record their
behavior until they became known for current and future
Helped OYO build a better initiatives
user experience spanning
mobile and email
Synchronize cross-channel data
Marrying online behavior with their offline data (including
field teams and call centers) had been a constant obstacle
65% of OYO's customers were engaging on their
app, however, setting up targeted, personalized
app campaigns to drive further engagement was
a major obstacle
OYO was using multiple tools for emails, SMS,
and app notifications, making it difficult to track
preferred channels for customers and deliver to
the right channel at the right time
Quick Segmentation
OYO evolved to cater to customers of all
demographics with different needs. Sending just
the right personalized communication to these
customers was paramount
 CRM ACTIVITES
DATA UNIFICATION
Unify Historical Online and Offline Data
with Up-to-the-Moment Behavioral Data
1. Rich, dynamic push notifications tailored to the
individual’s behaviors and interests
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OYO focuses on not only being an affordable booking option but also providing
Get aa modern
predictability in hotel stay experiences. Building full 360-degree view of every 360º CUSTOMER VIEW
PowerPoint
customer across online, email, and their offline sources would be the foundation to Create a Unified View of Each Customer,
building out a truly cross channel customerPresentation thatemail
experience - from is to mobile push to
Updated in Real Time
SMS beautifully designed.
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Get a modern
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Presentation that is
CROSS CHANNEL ENGAGEMENT
beautifully designed. 2
Build Cross Channel Triggered Campaigns,
2. Customized one of its kind services Operating Across Customer Lifecycle

Recently OYO launched a first-of-its kind feature of early Sunrise check-in across our
network becoming the first hotel chain in the world to offer confirmed early check-in. A
concierge-like service called OYO Captains was introduced to create a local assistance
network that can take care of on-stay concerns or issues.
CAMPAIGN
Get a modernREPORTING
PowerPoint Presentation
Execute Campaigns Quickly with Single
that is beautifully designed.
Dashboard Reporting
 OYO VS Airbnb
In Airbnb, the apartments Calendar bookings are
are sometimes sometimes wrong in Airbnb
misinterpreted, not so in but in OYO once booked it is
case of OYO finalized
OYO has more hotel rooms The host is sometimes
unreachable in Airbnb but
whereas Airbnb has more
this is not so in the case of
residential plots. OYO
Airbnb doesn’t do a full
background check, so,
security and safety are
an issue but no so in OYO
Host cancellation can be
done in last minute in
Airbnb but this is not always
possible in the case of OYO