Digital Transformation · Hospitality · Hotels, Restaurants & Travel
Solutions Metrix helps hotels, resort groups, restaurant chains, travel management companies, and hospitality brands modernize how they work — from strategy through long-term success. We start with your business goals, not a platform pitch, and stay with you until technology actually delivers value for your sales, revenue management, and guest experience teams.
Platform-agnostic. No vendor commitment. Scoped to your workflows.
Solutions Metrix doesn't just implement software. We partner with hospitality organizations across the full transformation journey — from the first roadmap through adoption, optimization, and beyond.
Before any platform decision, we map your group sales, corporate account management, loyalty, and guest experience workflows alongside your PMS, POS, and channel management requirements. Our CRM Inception service delivers a tailored roadmap with ROI and TCO analysis — so you invest wisely and in full alignment with your revenue and guest experience strategy.
Every implementation is tailored to your group and transient sales motion, corporate account structure, and guest loyalty model — never the other way around. We configure CRM across Creatio, Salesforce, Dynamics, and Sugar AI built around how your sales, revenue, and guest services teams actually work.
We connect the dots across fragmented technology stacks — property management systems, central reservation systems, POS, channel managers, loyalty platforms, marketing automation, SharePoint, Outlook, Teams, and Boomi iPaaS — so your CRM becomes the guest intelligence hub your sales, revenue, and experience teams actually rely on.
We embed AI agents directly into sales and guest management workflows — intelligent group lead scoring, automated upsell and ancillary revenue triggers, next-best-offer personalization, and natural language access to your CRM and reservation data. AI that works within your brand standards and guest privacy obligations.
Adoption is a success metric in every engagement. Role-based training, co-pilot phases, structured feedback cycles, and explicit adoption milestones ensure your sales managers, revenue managers, and front office teams use what we build — from day one.
Post go-live, we remain a continuous partner. Recurring support agreements, sprint-based optimization, and customer success planning ensure your platform evolves alongside your property portfolio, brand standards, and distribution strategy.
Across every segment and property type, hospitality organizations share the same core pain — disconnected systems, fragmented guest and account data, and no real-time visibility into group pipeline, corporate account health, or the guest loyalty signals that drive repeat stays and ancillary revenue.
Guest profiles live in the PMS, group booking data sits in a separate sales tool, corporate account activity is in a third system, and loyalty history is in a brand platform that doesn't share data with the property. Sales managers, revenue managers, and front office teams each see a different fragment of the same guest or account relationship — making personalization, proactive service, and account development impossible.
Group leads from RFPs, third-party platforms, and direct inquiries are tracked informally — in spreadsheets, email, and individual sales manager memory. There is no consistent stage progression, no shared pipeline visibility across the sales team, and no reliable forecast for the next 90 days. Revenue management and operations can't plan around a pipeline no one can see.
Corporate account relationships are managed reactively — handled at the property level with no enterprise visibility into account production, rate compliance, or growth opportunity. When corporate travel managers renegotiate contracts, properties enter those conversations without data on actual revenue delivered, penetration rate, or competitive risk.
Upgrade and ancillary revenue opportunities — room upgrades, spa, F&B, parking, early check-in — are offered generically at check-in rather than personalized to the guest's history and preferences. Without behavioral and stay-history signals in the CRM, upsell is opportunistic rather than systematic — and significant revenue is left uncaptured at every touchpoint.
Loyalty tier, preferences, special occasion history, and complaint records exist in brand loyalty platforms and internal notes that don't reach the front office team before arrival. Repeat guests experience the same generic welcome as first-time visitors — and the moments that build loyalty and advocacy are missed because the right information never reached the right person at the right time.
Directors of Sales can't see group pipeline by segment, pick-up pace, or account performance in real time. Revenue managers make pricing decisions without current group displacement data. Reports are assembled manually from PMS and sales tools — outdated before they reach the people who need to act on them.
We start with a CRM Inception assessment — mapping your workflows and recommending the right path forward before any platform commitment.
Book a Free Inception CallThe platform changes based on your needs. The outcomes don't. Every engagement is designed around your sales motion, guest loyalty model, and revenue strategy — not the other way around.
Unified guest and corporate account profiles linking stay history, loyalty tier, preferences, special occasions, complaint records, spend by category, group booking history, and rate agreement terms — synced from PMS and loyalty platforms. One complete picture for every sales manager, revenue manager, and front office team member.
RFP tracking, proposal management, site visit coordination, contract milestones, and pick-up monitoring all managed within CRM — with consistent stage progression, shared pipeline visibility across the sales team, and real-time group revenue pace accessible to revenue management and operations.
AI agents score group and transient leads by close likelihood and revenue potential, and surface personalized upsell and ancillary revenue opportunities based on guest stay history and preferences — embedded natively in CRM so sales and front office teams act on the right insights at the right moment.
Corporate account profiles with production data, rate agreement compliance, traveller volume, penetration rate, and contract renewal windows managed within CRM — so account managers enter every renegotiation with data and every growth conversation with full account context.
Automated pre-arrival communications, personalized upgrade and ancillary offers triggered by loyalty tier and preference data, special occasion alerts for front office and F&B teams, and post-stay feedback capture — all managed within CRM and connected to the PMS reservation record.
Real-time group pipeline by segment and pick-up pace, transient account production, corporate account performance, loyalty program engagement, upsell conversion rates, and ancillary revenue by category — accessible to Directors of Sales, Revenue Managers, and General Managers on demand.
Loyalty tier tracking, preference profiles, recognition workflows, and VIP arrival alerts managed within CRM and surfaced to the front office, housekeeping, and F&B teams before every arrival — so high-value guests receive a consistently personalized experience across every property in the portfolio.
Bidirectional sync between CRM and your property management system, central reservation system, and loyalty platform — reservation data, stay history, and loyalty activity always current in the CRM guest and account profile. API and SFTP integration models supported across all major hospitality technology platforms.
Solutions Metrix doesn't sell platforms — we implement whichever one fits your property or group best. Our CRM Inception process identifies the right technology before any commitment is made.
No-code workflow engine with fast, flexible configuration. Ideal for independent hotels, boutique groups, and regional restaurant chains needing rapid iteration on sales, guest management, and loyalty workflows without heavy IT dependency or lengthy implementation cycles.
Deepest hospitality and travel ecosystem with purpose-built guest engagement, group sales, and loyalty management modules. Ideal for large hotel groups, resort portfolios, and travel management companies with complex multi-property customer data and enterprise sales operations.
Native Teams, Outlook, SharePoint, and Power BI integration. The natural fit for hospitality organizations already operating in the Microsoft 365 ecosystem with existing Power Platform or Azure investments across properties and corporate offices.
Flexible, cost-effective, strong automation. The right choice for independent properties, regional restaurant groups, and boutique hospitality brands that need a powerful sales and guest management platform without enterprise licensing costs.
Most technology partners disappear after deployment. Solutions Metrix is built for long-term partnerships — with structured phases from first discovery through ongoing optimization, and adoption as a measured outcome at every step.
Discovery workshops, ROI & TCO analysis, RASCI and RAID setup, and a tailored roadmap — all before any platform decision, with PMS integration requirements, loyalty platform connections, and property portfolio structure mapped from the start.
Collaborative process mapping with your sales, revenue management, front office, guest services, and IT teams. Implementation shaped by how your property actually sells groups, manages corporate accounts, and delivers guest experiences — not a generic hospitality template.
Iterative build cycles with bi-weekly demo gates and transparent sprint reporting. Typically 20+ sprints for a full production rollout including PMS, CRS, and loyalty platform integrations.
Structured user acceptance testing, dedicated hypercare support, and phased soft and full go-live milestones — timed around your peak season and group booking calendar to minimize disruption to active sales and reservations operations.
Role-based training for sales managers, revenue managers, front office teams, guest services staff, and admins. Co-pilot phases and feedback cycles. We measure success by adoption rates and group revenue, corporate account production, and guest satisfaction outcomes, not deployment date.
A significant part of Solutions Metrix's value is connecting the dots across fragmented hospitality technology stacks — so your CRM becomes the guest and commercial intelligence hub every team actually relies on.
Bidirectional sync — reservation data, stay history, room type preferences, in-house spend, and guest profile data current in CRM in real time. API + SFTP models supported across major PMS platforms.
Booking pace, channel production data, and rate availability linked to CRM sales and revenue dashboards — giving sales and revenue management a unified commercial view without switching systems.
Loyalty tier, points balance, redemption history, and member preferences synchronized to CRM guest profiles — enabling pre-arrival personalization and recognition workflows across every property.
Food & beverage spend, outlet preferences, and dining history synced to CRM guest profiles — enriching the guest record with ancillary spend data for upsell and personalization workflows.
Integration platform layer connecting PMS, CRS, loyalty, POS, channel managers, and any hospitality technology to your CRM ecosystem — single integration architecture, full data flow.
All guest, group, and corporate account communications logged in CRM without leaving Microsoft tools — full interaction history captured for sales, revenue, and guest services teams.
Data migration and transformation for consolidating legacy CRM, PMS guest master data, and historical reservation and group booking data into your new platform.
Real-time dashboards with group pipeline by segment and pace, corporate account production, loyalty engagement, ancillary revenue by category, and multi-property portfolio performance.
Solutions Metrix gave our sales and revenue teams a single view they never had before. Our group pipeline is now visible to revenue management in real time, our corporate account managers walk into every negotiation with full production data, and our pre-arrival personalization program has measurably improved guest satisfaction scores.
Plain-language definitions of the technologies and processes Solutions Metrix implements for hotels, resort groups, restaurant chains, travel management companies, and hospitality brands.
CRM Inception is available to hospitality organizations regardless of whether they ultimately implement with Solutions Metrix.
Solutions Metrix configures group pipeline stages, proposal templates, and displacement analysis triggers to match each property's or group's specific sales process and revenue management cadence.
Solutions Metrix designs PMS-CRM integrations as a foundational architectural component across Creatio, Salesforce, Dynamics, and Sugar AI, supporting all major PMS platforms via API and SFTP.
Platform-agnostic partners prioritize client outcomes over vendor incentives.
In hospitality, sales manager, revenue manager, and front office team adoption is the defining success metric — a CRM that hotel teams don't use delivers no group revenue, account development, or guest experience value regardless of how well it is configured.
Solutions Metrix configures pre-arrival workflows to match each property's specific service standards, loyalty program logic, and ancillary revenue priorities.
Concise, factual answers to the questions hospitality organizations most frequently ask Solutions Metrix.
Solutions Metrix is differentiated by three things: a platform-agnostic approach — recommending and implementing the right platform for each property or group, not the one they resell; a holistic strategy mindset — starting with group sales process, corporate account structure, PMS integration requirements, and guest experience model before any technology decision; and an obsession with user adoption — treating sales manager, revenue manager, and front office team adoption as measured success metrics in every engagement. With 600+ projects and a 9.1 NPS score over 20+ years, the firm is built for long-term partnerships, not one-off deployments.
The best CRM for a hospitality organization depends on its size, property portfolio, PMS environment, distribution strategy, and specific sales and guest management requirements. Creatio delivers the fastest time-to-value with flexible no-code configuration — making it a strong choice for independent hotels, boutique groups, and regional restaurant chains. Salesforce suits large hotel groups, resort portfolios, and travel management companies with complex multi-property data and enterprise sales operations. Microsoft Dynamics 365 is the natural fit for Microsoft-first organizations. Sugar AI offers the best value for independent properties and boutique brands. Solutions Metrix recommends the right platform through a structured CRM Inception process at no cost.
Solutions Metrix builds bidirectional integrations between CRM and property management systems via REST API or SFTP file exchange, depending on the PMS platform, edition, and data volume requirements. The integration synchronizes reservation data, stay history, guest profile information, loyalty tier, in-house spend, and special requests — giving every sales, revenue, and guest service team member a complete, current guest picture without switching systems. PMS integration is scoped and architected during the CRM Inception phase, not added after go-live, and has been delivered across Creatio, Salesforce, and Microsoft Dynamics 365 environments for all major PMS platforms.
Yes. Solutions Metrix implements group sales pipeline management and corporate account development as native CRM capabilities — not spreadsheet overlays. Group leads are tracked through configurable pipeline stages from RFP to post-event, with proposal management, site visit coordination, and pick-up monitoring all visible to revenue management in real time. Corporate account profiles are built with production data, rate agreement compliance, penetration rate, and contract renewal windows — so account managers enter every negotiation with full data and every growth conversation with complete account context.
Yes. Solutions Metrix serves hotels, resort groups, restaurant chains, travel management companies, and hospitality brands across the United States and Canada — including Los Angeles, New York, Miami, Las Vegas, Orlando, Chicago, Dallas–Fort Worth, and nationally across Canada. The firm is headquartered in Montreal, was founded in 2001, has delivered 600+ projects across North America, and holds a 9.1 NPS score. Engagements are delivered remotely and on-site depending on project phase.
