Systems change and selection: All-in-one solution or different providers?
24/08/2021
Anyone who has been actively involved in a change of any of the technological systems we usually work with in a hotel, will probably confirm that is one of the most complex changes the hotel team will be faced with as well as one of the processes that generates more uncertainty for the team.
In this blog post we will list the most important factors to take into consideration when making the decision of changing systems:
- When facing the responsibility of choosing and leading the system change at the hotel (it can either the implementation of any new system: a PMS, a Channel Manager, a Booking Engine, a RMS, a CRM…), we will probably be in doubt whether the provider we have chosen is the correct one, if it adapts to the hotel needs, how the implementation process will work, or how the hotel team will adapt to it. At the end of the day this is a crucial change, and the decision should be taken thinking long term, as this is not a process the property will be ready to go through frequently. And this could add additional pressure to the decision-making process.
- Any system change represents an important change in the daily operations of all team members. To get to fully understand a system requires time and dedication, and a change of systems requires a fresh and new start mindset for most of the team members in their operational daily processes.
- Systems transition process. A new system implementation requires making sure that the initial configuration is correct and that the data and information sitting in the previous system can be moved to the new one in an agile and reliable way. We also need to be prepared to understand that there will be a period of time when we will have to be working with both systems at the same time before the final switch can be completed.
- Choosing the perfect timing for the switch of systems. Besides choosing the right provider to work with, it is also important to choose the timing correctly, always taking into consideration the peculiarities of each property. As an example, we are sure that no hotel will be looking forward to going through this process in their peak season, so making sure that the right timing is picked is another factor to take into consideration.
All-in-one solution or independent providers?
One of the most common questions/doubts we are contacted with by hoteliers is if it is recommended to choose an “all-in-one” solution (for example, a company specialised in PMS which also offers Booking Engine and Channel Manager) or if it’s best to choose different providers for each of the products.
Going for an “all-in-one” solution might seem the best and most attractive option at first sight, however, we should consider that this option has both pros and cons, which we are covering in the next points:
Pros:
- Choosing an “all-in-one” solution which offers us several systems under the same umbrella it is usually a cheaper solution than choosing different providers for each of the systems.
- The implementation process is usually more coordinated and well-structured when we decide to opt for an “all-in-one” solution. It also usually helps avoiding delays in deadlines as the completion of the process depends on less parties than if we were choosing different providers.
- It is common that the connectivity and integrations between the different products of an “all-in-one” solution is less complex than connecting different systems, as in the all-in-one option, the systems have been created and developed thinking on a comprehensive solution.
Cons:
- Even though there are hotel-specialised technological solution companies often offering an “all-in-one” solution, they are usually specialised in a specific product. For example, a PMS company offering a package including Booking Engine and Channel Manager. These companies will consider the rest of products offered in their pack as “add-ons” to their main product which help them to convert the sale. The “surrounding” products often will not receive the same technology development efforts as the main product.
- Having different systems and providers will allow us to personalise and customise each of the systems at a higher level, making sure they better adapt to our needs.
- In the event that one of the products is under-performing or we are not fully convinced with it for whatever reason (support teams not performing, system having connectivity issues…) it will be easier for the hotelier to make the decision to change without affecting the rest of the systems. If the hotelier had chosen an “all-in-one” solution, the property would be much more dependent on the provider.
As we can see after going thought the pros and cons listed above, taking the decision of choosing either an “all-in-one” solution or independent providers is not an easy one. It is not black or white. And we can also assure you that almost all options we consider will fully cover our needs in some areas but will lack on coverage of some other needs. No one said it was an easy call to make!
Here a list of our recommendations when facing a systems’ change:
- Make sure to get as much information as possible of each of the different options available out there and their real costs (including implementation, monthly fees, and other costs). The more information we gather, the more accurate the decision will be.
- Set up a realistic implementation time, and ensure all involved departments and providers are well aware of their responsibilities during the process.
- Get in touch with similar properties and ask who their providers are for each of the systems and how satisfied they are with the products and service. No one will be able to offer you such a real demo as another hotel.
- Ensure you try to take into consideration your potential future needs and do not set up a new system covering only your actual needs. Products evolve, and with this, hotel system needs. We recommend you create an initial configuration easily enlargeable, so as soon as your property has additional needs, those can be covered smoothly. Additionally, it is always recommended to start with a full plan rather than adding patches things as the process runs.
- Look for help. If this process is causing uncertainty, a good solution will be to look for advice and help during the implementation process. This help and support can vary from system selection and implementation to hotel team trainings and follow ups.
Are you in doubts? At Kaimo, we have been through this process several times and we are looking forward to supporting you on your system’s change journey!
If you are interested in our partnership options, please get in touch directly or visit our page here.