How TRT Interactive adapts to the new normal with Salesforce

I'm Justin Waller. I'm the chief Operations officer of TRT Interactive. We create software and services for independent hotels in Latin America to be able to reach global audiences across sites like Expedia and Kayak, as well as optimize their pricing on those websites. We basically switch from a B2B to a B2C business. Instead of selling services and software to hotels, we began to sell rewarding gift cards to consumers. We did this through Hotel Rescue, a platform that allows hotels to quickly create gift cards as well as manage redemptions.

With Salesforce, we can engage our customers on any channel. For Hotel Rescue Initiative, we asked participating hotels to post on social media and link to our platform. Let's say that Tracy sees one of these posts and she's interested. She leaves a comment, goes to our website and buys a reward card. All our social interactions and all our customer info lives in Salesforce. For example, here's the comment that Tracy made on the Facebook post. We respond directly from Salesforce. And we pull up her account record. Here we see all the relevant information. We see her most recent purchase, and we also see that she stayed at another participating hotel last year and that she really liked it. Maybe we can get her to buy a gift card for a friend.

We see that Tracy listed texting as her preferred method of contact. So we click start conversation, select the SMS channel and reach out. Let's see if she responds. In the meantime, we can follow up with other prospects. However, Tracy responds really fast and we start texting. It turns out she's already looking for a gift and we were able to make the sale. If a hotel closes, you end up impacting the entire community. And us being able to have an impact, to be able to help that community stay open and survive was just gratifying throughout the entire organization.