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Elevating Guest Experiences: How Crystalbrook Collection Uses Hapi to Unify SevenRooms and Salesforce
Customer Stories
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Simplify the complex hotel tech landscape
Looking to make the most of your data or better connect systems?
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Simplify the complex hotel tech landscape
Looking to make the most of your data or better connect systems?
Elevating Guest Experiences: How Crystalbrook Collection Uses Hapi to Unify SevenRooms and Salesforce
The Challenge
Crystalbrook Collection, a group of eight luxury properties across Australia’s east coast, wanted to unify data across its hotels, restaurants, and bars to better understand and serve their guests. With dining, spa, and accommodation data living in separate systems, the team lacked the full picture of each guest's preferences and behavior, limiting their ability to personalize the guest experience and build long-term loyalty.
The solution
Crystalbrook turned to Hapi to integrate their Property Management System (PMS) and SevenRooms’ restaurant platform with Salesforce. With Hapi Guest for Salesforce, the team can now bring together check-level Food & Beverage data from 16 restaurants and bars and connect it with hotel stay history. This real-time stream of data fuels a centralized CRM strategy and powers automated marketing journeys in Salesforce Marketing Cloud, giving the brand the tools to engage guests before, during, and after their stay.
The results
- Unified Guest Journeys
Combined restaurant, bar, and hotel data into one guest profile for a complete view of the customer.
- Personalized Marketing
Used integrated guest profiles to send relevant, timely offers based on dining and accommodation behavior.
- Automated Campaigns
Enabled Salesforce Marketing Cloud to trigger campaigns for return visits, birthdays, anniversaries, and more.
- Loyalty-Driven Insights
Improved ability to track lifetime value and tailor outreach to high-value guests.
- Smoother Tech Integration
Streamlined data flow across SevenRooms, PMS, and Salesforce via Hapi’s hospitality-specific APIs.
"This data helps us fully understand a guest’s lifetime value, and opens the door for Crystalbrook to provide personalized offers and experiences designed to drive loyalty."
Joe Dwyer
Group IT Director
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Simplify the complex hotel tech landscape
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