Dear business partners, dear customers, Finally, summer has arrived in Germany and with it, a number of product novelties and innovations, which Serenata will introduce to the market in the coming weeks. Our NetHotel CRM solution has received some serious enhancements, which will all become available with Release 3.1. Find out about the highlights in this newsletter. A new integrated survey option now enables customer satisfaction feedback and online surveys within the framework of Serenata @mail and NetHotel CRM. Using this service, hotels can receive direct feedback from their guests, incorporate this knowledge into their everyday operation and so further personalize their customer service. The demand for Serenata's e-marketing and CRM solutions continues to grow. Among our new @mail customers, we count several Leading Hotels of the World, Steigenberger Hotels, as well as notable WORLDHOTELS partner hotels. For instance, Fleming's Hotels and Madison Hotel. We are particularly proud that we have won Orient-Express Hotels & Trains for the chain-wide implementation of the NetHotel CRM product suite and Serenata @mail. Happy Reading Dieter Dirnberger Mövenpick Hotels & Resorts The success of Serenata @mail within the Mövenpick Hotels & Resorts group continues. In the meantime, 36 hotels worldwide are using this leading e-marketing system, further 14 hotels have ordered the solution and are scheduled for installation in the coming months. It is the aim to equip all Mövenpick properties with Serenata @mail by the end of the year and so significantly improve the hotel group's customer communication.   Fleming’s Hotels + Survey   We are very happy to have won the Fleming's Hotel München-Schwabing as a new reference customer for Serenata @mail. The hotel belongs to the renowned HMG group, which operates 18 hotels in Germany, 9 of which are Fleming's Hotels, 6 Steigenberger properties and 3 InterCity Hotels. In addition to an interactive reservation confirmation with an upgrade function and a pre-arrival and post-stay note, Fleming's is the first hotel to use Serenata's new Guest Survey option to automate customer satisfaction surveys (see below). The guest can access the survey directly from the personalized post-stay email and so immediately provide his or her personal opinion about the stay. The valuable guest feedback is collected and analyzed. If there is criticism, the hotel can react at once and so positively influence customer satisfaction.   With the new Guest Survey Management, Serenata offers a survey service, which uses the Open Source product LimeSurveyTM. With this tool, you can carry out online surveys and customer satisfaction questionnaires to measure the views and desires of your guests in a targeted fashion. Guest surveys are not only an ideal addition to Serenata NetHotel CRM, they can also be used with Serenata @mail. The guest questionnaires can be customized to the individual requirements and corporate identity of the hotel/hotel group; the surveys are easily integrated into the daily operation. For instance, you can provide access to the survey directly from the personalized post-stay email to the guest. The guest thus can immediately voice his or her opinion about the stay. Particular benefit: The available profile data is carried over to the survey, which means that the customer does not have to type in redundant information and thus can quickly fill in the questionnaire. Returned online surveys are stored in a database and can be analyzed directly. By integrating surveys into your operation, you provide guests with the possibility to enter into a direct dialog with you (and not through the Internet, via social media sites.) In case of complaints, you can react immediately and take countermeasures and thus optimize customer satisfaction and hence also customer loyalty. Key features include: • Full guest feedback and survey solution • Hosted web-based platform • Real-time results • Summary, reporting and analysis capabilities • Fully integrated with Serenata @mail and NetHotel CRM • Supports 30+ languages • Extended import and export function (Text, CSV, MS Excel, PDF, SPSS, R, queXML) Kameha Grand Hotel - Bonn   Few hotel openings have drawn as much attention in Germany as the opening of the Kameha Grand Hotel in Bonn. The spectacular newcomer fascinates us with a mix of architecture, design and lifestyle and is our newest Serenata @mail customer with the prestigious Leading Hotels of the World community. The Kameha Grand Hotel was particularly impressed with the possibility of integrating individual reservation details into the query and to build the reservation confirmation accordingly. In the Kameha confirmation, Serenata @mail checks what kind of room the guest has booked and offers an appropriate update to the guest. Moreover, the hotel uses the social media sites actively and - for additional contemporary marketing - relies on Facebook and Twitter, which are also linked into the Serenata @mail communication. Madison Hotel Hamburg   The Madison Hotel Hamburg of the four-star-superior category is a unique blend of spacious studios, lofts and suites and all comforts a first class hotel has to offer. Cosmopolitan flair and innovation combined with the considerate attention of an exceptional service give the hotel an extraordinary ambiance. The hotel has been working successfully with Serenata @mail for a couple of weeks now. A key feature during the implementation was the automatic creation of pre-arrival and post-stay notes. The property is using Opera PMS and the extra module Vision Alert. It is particularly noteworthy in this context that in combination with the Vision Alert module, a fully automated sending of pre-arrival and post-stay notes is possible, even with Opera PMS. Steigenberger Al Dau Beach Hotel   Directly on the white sandy beach of the Red Sea, the 5-star hotel resort pampers you with anything you might want for a holiday. Spacious rooms and suites, first-class restaurants and a lavishly designed pool landscape all promise supreme pleasure and pure relaxation. Moreover, Serenata @mail takes care of informing guests extensively on the wide range of services. The Steigenberger Al Dau Beach Hotel takes advantage of the complete @mail function set to inform the guest about anything that might be of interest at the different stages of the booking. In addition to the enhanced reservation confirmation (with upgrade offer) the resort also uses a pre-arrival email, which points at special features and services available at the property. After the stay, the post-stay email to the guest contains, in addition to a cordial thank you, various incentives to book another stay at the resort. Holiday Inn Munich - City Centre   The most recent Serenata @mail installation has just been completed at the Holiday Inn Munich - City Centre. The Holiday Inns belong to the InterContinental Hotels Group (IHG), which is the world’s largest hotel group by number of rooms with over 4,300 hotels and almost 630,000 guest rooms in nearly 100 countries around the world. In Germany, the IHG portfolio includes 67 hotels, among which are six InterContinental Hotels & Resorts, six Crowne Plazas, 40 Holiday Inn and 15 Holiday Inn Express. During the installation of Serenata @mail in the Holiday Inn Munich - City Centre, the new logo reflecting the fresh, more modern look of the hotel group was integrated. For the daily booking operation, the hotel predominantly uses the conventional reservation confirmation in English and German, which Serenata @mail sends by fax or email, as required.     Sign up for our free Serenata @mail webinar. Sneak Preview of Serenata NetHotel CRM Version 3.1 Welcome to NetHotel Version 3.1, which will be released in the coming weeks. The new release offers many enhancements and new options, which will enable our customers to take even better care of their guests. With the Serenata NetHotel CRM product suite, you establish a comprehensive centralized customer profile that can be accessed by properties across your enterprise and even central reservations. With each customer contact, your staff will be able to provide superior guest service – especially to your most valuable customers. NetHotel CRM enables chain-wide guest recognition from all points of contact by providing a guest profile lookup function from the PMS and CRS, and, if available, even from the integrated booking engine and/or 3rd Party System. The clever merge functionality facilitates the elimination of potential duplicates and thus improves profile quality. NetHotel CRM Version 3.1 enables high quality profile management, including guest preferences and spending patterns, stays, revenue and other information. Profile updates are automatically redistributed and stored in the PMS systems across the hotel chain. Our new web-based Campaign Management enables the Sales, Marketing, and Management team of the hotel chain to plan, assess, and execute targeted marketing initiatives to selected customer segments. The solution also provides an integrated email engine, which allows the immediate processing of campaigns directly from the application. By analyzing the opening rates and click-through patterns of guests, you can immediately track the campaign success. With the activities and campaign management options, you can view and edit any activity or campaign that has been added for/sent to the guest and so are always on top of any action involving the guest. The Serenata NetHotel CRM solution is fully integrated with the major CRS and PMS suppliers and can be adapted to the requirements of the individual hotel group. The following modules and components are available. • Central Profile Management • Guest Member Portal • Campaign Management • CRM Reporting The following modules can also be included: • Loyalty & Rewards Management • Sales Force Automation • Business Intelligence • Guest Survey Management For more information about our NetHotel CRM solution, please ask for our NetHotel Software Description. Further details on Serenata NetHotel CRM Version 3.1 are available in our Release Notes. Serenata IntraWare GmbH Berg-am-Laim Strasse 47 81673 Munich / Germany Phone: +49 89 / 929003-0 www.serenata.com Management: Johann Deil, Dieter Dirnberger HRB: 180 619, UST-ID Nr. DE 183 657 543 Responsible for this Newsletter: Dieter Dirnberger Imprint