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While on vacation at Sunset Beach on Oahu Charlie bought a small hotel.
He converted the beach property into his ideal surfing haven and named it
Surf Dog’s Vacation Villas. In
addition to the hotel, he opened Charlie's Surfside Athletic Club on the hotel
grounds. Surf Dog’s Vacation
Villas at Sunset Beach was so popular that Charlie quickly opened three more
around the world.
When Charlie converted the old properties to Surf Dog’s Vacation Villas everyone, even the staff, had a lack of urgency. This translated into lost reservations or double bookings at the Villas. And, when guests expressed interest in membership at the Charlie’s Surfside Athletic Club nearest their home, the requests were frequently misplaced. These situations created lost revenue and disgruntled guests.
Charlie noted that the cost to send out membership renewals at the Athletic Clubs was high. In addition, many members expressed a desire to receive renewals and make payments online. Charlie knew he could cuts costs by utilizing online technology but didn’t know how to go about it.
Using NetQuery™ interfaced with NetMail™, NetLetter™ and NetFax™, each Surf Dog’s reservation is automatically confirmed. Where the customer has provided an e-mail address, an email is sent to the customer with a link that connects them with a welcome letter. If that link is not accessed within 72 hours of receipt, the welcome letter is automatically printed and mailed to this customer. If the customer does not have email, they have the option of having the welcome letter automatically faxed or printed and mailed. The same system was implemented to send data on new members of Charlie’s Surfside Athletic Club to their local Club. Once the local Club receives this data, a confirmation letter is automatically sent. This process was so successful that Charlie’s Surfside Athletic Clubs now uses it to send all of its customer renewal notices as well. When the customer receives the notice, they have the option of clicking on a link and entering a secure site where they can pay their bill online.
View the Welcome Letter NetLetter demonstration