Beyond call recording: getting real ROI from Gong
Most teams treat Gong as expensive call storage. The return is in coaching, deal execution, and forecast accuracy. Here is how to move from recording to results.
Read the full post → How We Help
What we deliver for hospitality & transportation firms.
Group and corporate sales platform
Pipeline built for site visits, proposals, contracts and block management, with the long cycle those deals actually run on.
Unified guest and passenger record
A record spanning properties, brands and routes, carrying preferences, history and service issues so a returning customer is recognised as one.
Operations integration
Integration between PMS, dispatch or reservation systems and the CRM so sales sees real availability and operations sees what was promised.
Service recovery workflow
Structured intake, ownership, resolution and follow-up for complaints, with the record attached to the guest rather than to a shift.
Loyalty and repeat business
Segmentation and journeys driven by actual stay, trip or event history rather than by a single enrolment flag.
Fleet and asset visibility
Maintenance, availability and utilisation data connected to the account, so commitments are made against the current picture.
Common Challenges
What we see in hospitality & transportation.
The technology and process challenges that come up in nearly every engagement we run in this industry.
The PMS or dispatch system is not a CRM
Property management and dispatch systems are built to run today's operation. They are not built to hold a relationship across years, properties or routes.
Group and corporate sales run on spreadsheets
Long-cycle group, corporate and charter sales involve site visits, proposals, contracts and room or vehicle blocks that generic pipeline stages do not describe.
The guest is a new guest every time
Without a record spanning properties, brands or routes, a returning customer is treated as a stranger, and preferences are collected repeatedly and lost.
Service recovery depends on who is on shift
A complaint handled well creates loyalty; handled badly it becomes a review. Most operations have no consistent process and no record of what was done.
Fleet and asset data lives apart from the customer
Maintenance, availability and utilisation sit in the operational system, so sales promises get made against a picture that is out of date.
Seasonality is treated as a surprise
Demand patterns repeat every year and are still forecast from last month rather than from the same period last year.
Regulatory & Compliance Matters
What we navigate in hospitality & transportation.
Compliance is not a separate workstream, it is embedded in every workflow we deliver. The major frameworks we work within:
ADA Title III
Accessible booking and digital experiences, accessible-room and accessible-vehicle inventory, and accommodation records.
PCI DSS
Cardholder data handling across booking, property and dispatch systems, and keeping it out of the CRM.
DOT / FMCSA
Hours-of-service records, driver qualification files and vehicle inspection evidence for passenger carriers.
FDA Food Code
Food safety records, temperature logs and staff certification tracking for food service operations.
State & Local Lodging Tax
Occupancy tax calculation, exemption certificates and remittance records by jurisdiction.
CCPA / State Privacy Laws
Guest data rights, deletion requests and marketing consent across properties and brands.
Signature Service Categories
The major hospitality & transportation practices our team runs.
Each category represents a deep specialization with dedicated playbooks, accelerators, and experienced consultants.
Group & Corporate Sales
Long-cycle pipeline, site visits, proposals, contracts and block management.
Guest & Passenger Experience
Unified records, preferences, history and service recovery.
Operations Integration
PMS, dispatch and reservation integration into the customer record.
Loyalty & Repeat Business
Segmentation and journeys driven by real stay, trip and event history.
Fleet & Asset Operations
Maintenance, availability and utilisation connected to the account.
Other Platforms
The technology stack we typically deploy here.
Salesforce Sales Cloud
Salesforce Service Cloud
Salesforce Marketing Cloud
Experience Cloud partner and client portals
PMS integration (Opera, Infor)
Dispatch and reservation integration
Data Cloud for guest 360
Tableau for demand analytics
DocuSign for contracts and BEOs
Agentforce for guest self-service
Integration Ecosystem
The platforms we connect to in hospitality & transportation.
Our team carries hands-on experience across the systems your firm already runs. Integration is rarely the bottleneck.
Oracle Opera
Infor HMS
Amadeus
Sabre
Cvent
Delphi
SynXis
Samsara
Geotab
NetSuite
Toast
Stripe
MuleSoft
Tableau
How Clients Engage Us
Ways to work with us on hospitality & transportation initiatives.
From short diagnostics to fractional leadership, every engagement model is designed around the client's stage and needs.
Discovery & Strategy
Assessment across group sales, guest experience and operations.
Fixed-Scope Implementation
Defined builds for group sales, guest 360 or operations integration.
Managed Services
Ongoing administration across peak and off-peak season.
Fractional Technology Leadership
Senior technology leadership for operators and transportation businesses.
Outcomes We Deliver
The metrics we actually move for hospitality & transportation clients.
Engagements are measured by movement on the numbers that matter. These are the directions of travel we commit to.
Group proposal turnaround time
Reduced
Repeat booking rate
Increased
Guest preference capture
Increased
Service issue resolution time
Reduced
Fleet or room utilisation visibility
Improved
Seasonal forecast accuracy
Improved
Signature Frameworks
Proprietary methodologies for hospitality & transportation work.
Every engagement leverages reusable assets, frameworks, blueprints, and diagnostics built up over hundreds of client projects.
Group Sales Cycle Model
A pipeline design built for site visits, proposals, contracting and block management rather than transactional stages.
Guest Identity Resolution
A reference architecture for one guest across properties, brands, channels and routes.
Service Recovery Loop
A framework for intake, ownership, resolution and follow-up that survives a shift change.
Seasonal Baseline Forecasting
Our approach to forecasting against the same period last year, which is the only meaningful comparison in a seasonal business.
Featured Insight
Insight & analysis from our hospitality & transportation team.
Consultant-level analysis from the consultants delivering the work.
Revenue Operations
Our Capabilities
How we help hospitality & transportation clients.
Salesforce
Implementation, configuration, and managed services across the full Salesforce platform, from Sales and Service Cloud to Agentforce and Data Cloud.
Learn more →Gong
As one of Gong’s earliest services partners, we implement, integrate, and optimize Gong so revenue teams actually adopt it.
Learn more →AI Consulting
Strategy and production AI, from use-case selection and governance to deployed agents on the platforms you already run.
Learn more →Revenue Operations
The systems, data, and rituals that make sales, marketing, and customer success operate as one revenue engine.
Learn more →Ready to move hospitality & transportation forward?
Free 30-minute strategy session with one of our consultants who knows your industry.
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