This is a short promotional/customer-story video (Inspirato is a Trailblazer) describing how Inspirato transformed its luxury-travel membership service using Salesforce (notably Service Cloud). The speaker explains that each member is assigned a personal vacation advisor and that Inspirato consolidated member data (previously in spreadsheets/Word/Outlook) into Salesforce for a 360° view used across HR, marketing, sales, and service. Service Cloud enabled better engagement, higher renewals and revenue, and new capabilities (live in-residence help via iPad, community features). Inspirato positions Salesforce as a strategic partner and articulates a goal to become the most valuable luxury hospitality company in the world.
Questions this video answers
February 27, 2014
Salesforce Service Cloud
A personal vacation advisor
Chapters
What we're doing is completely revolutionary. It's unlike anything that really anybody's done in travel, really forever. The history of Inspirado is really quite simple. And I realized that our customer really demanded more than what was available in the market. When you become a member of Inspirado, we assign a personal vacation advisor that will be with you for the entire life of your membership. We know absolutely everything about our member. Prior to implementing the service cloud, it was all about Braun versus Braiins. We would gather information, put it in spreadsheets and Word documents and Outlook contact cards, and it was very, very difficult to share that information. Salesforce is used in every nook and cranny of our business. Salesforce really provides whole company support for Inspirado. From HR to marketing to sales to service. The entire company leverages the platform to really get their jobs done on a daily basis. Inspirado signature service means we embed our service everywhere. So now, as a result of being able to gather the information about our members and have it literally on demand, when members show up to our homes, we know everything about the way that they want that trip to be. Very, very specifically. They know if you like to play golf or tennis. They know what time of day you want to play golf or tennis. They know what type of restaurants you like go to. So we started using Salesforce for our sales organization. We now needed to be able to service these customers so much better. We've started to use the service cloud and that's really been a game changer for us today. Service means so much more than it did before. And really understanding the 360 degree view of what your customers, in our case members, are looking for, they really expect you to know everything about them, their family, their guests, and how they like to travel. We're using service cloud to really help us engage with a member on a level that I think nobody else has ever done before. Not only is the service cloud investment driving increased renewal and better customer satisfaction, but it's also really driving revenue, very tangible results. One of the things that we're concepting right now is how we can actually provide live help to our members in residence. So imagine that they're able to on their iPad, they click a button and immediately they're connected with an Inspirado representative. So in the future, we see communities as being a really important part of how we drive member engagement. So the virtuous circle that's created between the member, the destination concierge, and the personal vacation advisor is really what drives our vision for the future. We believe that we can become the most valuable luxury hospitality company in the world. The SalesforceOne platform, service, cloud are extremely important and Salesforce is an incredible partner to us. So really, you're just seeing the first part of the first chapter of the story of what Inspirada will become.
