The Situation
Hotel Maya Kuala Lumpur (HMKL) has a Maya Pink Club (MPC) exclusively for Company Secretaries. Secretaries received points for referring their customers to stay in Hotel Maya. Points can be used to redeem HM’s gift or vouchers.
Old system is rigid and cannot be customized to HMKL’s branding. IT team and MPC Secretary have difficulties updating the members’ profile, points and gifts. MPC Secretary do not have access to check or update the stock of gifts, resulting in miscommunication with members when certain gifts are no longer available for redemption.
No alerts from the system to notify MPC of new member sign-up or redemption made.
Members often ring up MPC Secretary for forgotten ID/password, their points-to-date and gift redeeming. As the old system do not offer password reset function, MPC Secretary resorted to create multiple login IDs for 1 single member.
Update request to the former vendor will take weeks to be processed, and HMKL is often left disappointed by lack of support and poor updating work.
How Xtopia solves MPC’s problem
XiMnet deployed Xtopia for MPC with the following solutions:
- Customized the Members’ page to reflect HMKL’s branding and feeling of exclusiveness to the Company Secretaries.
- Membership sign-up, with auto-alert via email to MPC Secretary.
- Members:
- Retrieve their password via Password Reset function.
- Update their own profile.
- View their latest points and redemption history.
- Redeem gifts and instantly know the points availability.
- Gift and Points Management:
- Includes auto-point calculation when MPC Secretary upload the CSV file for members.
- MPC Secretary can manage the gifts list easily, and notify members of new gift via E-Broadcast.
- Auto-alert via email to MPC Secretary when gift’s stock is running low.
- Room / Package Reservation:
- An added function for Company Secretaries to enjoy special rates to stay in HMKL.
- Auto-alert via email sent to Reservation team whenever Member requested for reservation.
- MPC Secretary can manage the room / package details with information given by Marketing and notify members of new offer via E-Broadcast.
The Results
MPC Secretary is able to focus on other administrative matters as the system allows Secretaries to use the self-service functions such as Profile Updates, Points Checking and Gifts Redemption. Point calculation is updated when MPC Secretary uploads the monthly transaction, and there is no more human-error compared with the previous system.