canyon ranch

Topics: Customer relationship management, Customer service, Decision making Pages: 3 (756 words) Published: February 23, 2014
IT at Canyon Ranch: CLS and Guestware
Canyon Ranch was considered the gold standard in the industry as a result of being heads and shoulders above the industry due to their attention to guest needs. In order to stay the gold standard, the company should keep thinking about how better get more information from customers. Then, Information Technology has been the focus of attention. IT systems started off being used solely for support functions; e.g., property management, reservations, spa and wellness service scheduling, accounting, purchasing, and payroll. As a result of the need for business Intelligence, decision-support functionalities, and expected growth and turnover in management, IT was beginning to be viewed increasingly as strategic and operational, and personnel saw the potential value of information to enable better evidence-based decision making. Canyon Ranch has two basic systems for the business to function. The Computerized Lodging Systems (CLS)-a UNIX-based legacy application written in BASIC that used to record transactional data. The Guestware is a software application designed to collect preferences and support incident tracking, rapid response, and guest surveying. From 1986 to twenty-first century, these two IT systems offered many benefits to Canyon Ranch, and helped the company remained the undisputed leader in the destination segment of the spa industry. At the early stage, the CLS was the heart of the infrastructure at the company’s property management systems, which are computerized systems that facilitate the management of properties, personal property, equipment, including maintenance, legalities and personnel all through a single piece of software.What’s more, Canyon Ranch owned the source code to CLS, which made it easy to customize. Meanwhile, the CLS had worked in partnership with Computerized lodging systems Inc. to develop its complex and robust scheduling component for Spa and Health and Healing service. Also, CLS focused on...
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