Your owner has a query. They contact the membership services team by telephone or email to get the answer. Your resort team wants to answer this query correctly and efficiently to provide the best customer experience – and move on to the following owner query.

In the past, Merlin Classic users would log in to the system from their desktops and, by visiting the various modules, ascertain everything they needed to know about the owner and answer the query.

“But we knew that could take more time than the owner wanted to spend on the call to their resort. And we were aware that resorts needed a more efficient way for their operators to access owner information. So, we developed the Merlin Member Services WebApp to resolve these issues,” said Merlin Software’s chief architect Mike Pnematicatos.

The Merlin Member Services WebApp is due for release in mid-summer 2021. It is one of Merlin’s Business User WebApps that allows users to fulfil their roles efficiently and quickly.

The WebApp provides a snapshot of the member in one location without visiting multiple modules to collect the information. All the thinking for the operator has been included in the development of the WebApp itself. Users need to select the relevant buttons to access the information they need about a member. They can check:

• Personal owner profile details
• Marketing history
• Sales and ownership
• Reservations – past, present and future
• Accounts

Significantly, operators can update personal details, make and alter reservations and take payments directly from the WebApp without any need to visit Merlin Classic itself.

Built using the same technology and language as Merlin’s other WebApps, the Member Services WebApp is responsive, with a modern, user-friendly interface that can be viewed on mobile devices.

Mike Pnematicatos explains: “With the Merlin Member Services WebApp, operators can easily view every aspect of the owner’s information and their past, present and future activity. It allows resorts of all sizes to provide a better and faster membership services experience as the WebApp makes navigation so much simpler.”

Not only does this improve the outcomes of each member services call as the desired information is so accessible, but it also enables operators to offer more efficient service. And because it can be accessed via any device and is, of course, cloud-based, your member services team can manage calls and emails remotely.

The modern layout and design make it easier for staff to understand the owner’s activities, so fewer mistakes are made, and frustration is reduced.

With Merlin Classic at its core, the WebApp pulls information directly from the database in real-time. All updates go directly into Merlin Classic via the WebApp. There is no requirement to go back into Merlin Classic to update the data.

Implementation of the Member Services WebApp can be completed within one day.

If you are interested in the Merlin Members Services WebApp, or the Merlin Software suite of WebApps, contact Mark Thomas to arrange an online demo. Mark can be contacted by email at markt@quickmerlin.com.