Thame-based Adactus, which has 20 years transforming some of the biggest names in hospitality from TGI Fridays, Pizza Hut Restaurants to the Pride of Britain Hotels, has developed a new suite of customer service software solutions for local hospitality, leisure and small business owners to build personalised, connected customer experiences.
Recent reports show that over 80% of today’s customers will leave a company after just two or three bad experiences*, with around the same number saying that the experience of a company is as important as the products and services they buy. Today’s customers are ever less tolerant of bad service and will have not hesitate taking their business elsewhere.
Scott Muncaster, Managing Director of Adactus, said: “Whether you’re a restaurant, hotel, hairdressers or vets, the challenge for smaller or independent businesses is competing against the larger chains when it comes to delivering a customised service that today’s customers expect.
“From the point of booking to the after-sales service, customers expect a tailored experience that they’re in control of. However, this often means significant IT investment and a variable monthly cost which can be out of reach for some.”
The technology specialist on Church Road has adapted and developed its tried and tested software for smaller businesses, launching a range of configured, easy-to-use and easy to implement products available on a fixed monthly fee – Adactus Orders, Adactus Reservations, and Adactus Intelligence.
Users can get a single view of their customer with Adactus Intelligence. A stand-alone product or used in conjunction with Adactus Reservations and Adactus Orders for a more powerful combination, it tracks how customers interact with brands through integration with all touchpoints, from website, social media, instore WiFi, to ordering and reservation systems.
Intelligence flags an individual’s preferences and gives businesses the permission and insight to continue personalised and relevant customer conversations.
“We live in a customer-driven world”, continued Scott. “Our technology has, and still supports, the enterprise sector. However, our vision has always been to offer our products to smaller businesses to compete and grow. We offer an affordable and consistent monthly rate, so users know where they are on costs, with no surprises, while the software adds value to your service.
“Our reservation systems mean businesses can capture sales that might otherwise been lost, whether that’s a customer who wants the certainty of pre-booking or to enable staff to add a customer to a waitlist. While our ordering system from order-at-table, delivery, collection or kiosk means customers can manage the pace of their visit.
“Through every order or reservation, businesses capture valuable customer intelligence, informing where, when, and how individuals like to interact with your business, their likes and dislikes, dietary requirements to their birthday, so you can keep tailoring your communications and add value to their experience.
For example, a vegan customer wants to know when it’s a vegan day. Or, if you know your customer enjoys that glass of champagne on arrival, you can be ready – leaving a positive, long-lasting impression. Now, businesses, no matter how large or small, have reliable and accurate technology to do this.”