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Karisma invests in tech with CRM, AI & telecommunication partnerships

  • Hotels
  •   12-06-2023  4:35 pm
  •   Pax Global Media

Karisma invests in tech with CRM, AI & telecommunication partnerships
Karisma, Salesforce & TELMEX hold a contract signing ceremony on Dec. 5 at Margaritaville Island Reserve Riviera Maya. (Karisma)
Pax Global Media

Karisma Hotels & Resorts has joined forces with Salesforce, a company specializing in customer relationship management and AI, and TELMEX, the largest telecommunications and information technology solutions company in Mexico. 

The alliance, marked by a contract signing ceremony on Dec. 5 at Margaritaville Island Reserve Riviera Maya, signifies a significant step forward in technological advancement for the hospitality industry. 

“Partnering with Salesforce and TELMEX is a momentous occasion for Karisma Hotels & Resorts,” said Esteban Velasquez, CEO Karisma Hotels & Resorts, in a release. “We embark on a journey to revolutionize the hospitality sector with our shared commitment to excellence and innovation. This investment by Karisma   will undoubtedly result in a seamless and personalized experience for our valued clients, setting new standards in the industry.”

Salesforce, experts in CRM, artificial intelligence and data cloud technology, contributes its Middleware expertise to the effort, while TELMEX, renowned for implementing technological solutions through Triara and Uninet, brings its proficiency as Mexico's foremost technology provider. 

Karisma says it complements the alliance with its extensive experience in hotel operations. 

"The strategic agreement encompasses several cutting-edge technological projects that promise to redefine the landscape of hospitality services by streamlining customer relationship management and enhancing overall communication infrastructure," the company said. 

Key initiatives

The key initiatives include the implementation of a hotel Middleware, serving as the technological communication channel for applications using MuleSoft, Salesforce's premier solution for API and application connectivity. 

Furthermore, the initiative introduces a unified Central Rate model, positioning Karisma Hotels & Resorts at the forefront of hotel administration and offerings. 

The partnership also involves the implementation of Salesforce's CRM for marketing, sales, and operations while also integrating the Salesforce Einstein solutions, the world’s first CRM artificial intelligence that delivers AI-created content across every sales, service, marketing, commerce, and IT interaction at hyper-scale. 

The real-time data this integration provides will enable Karisma to enhance customer engagement and adapt content dynamically within their Salesforce CRM, utilizing natural-language prompts and advanced AI capabilities to meet evolving customer information and needs seamlessly. 

"This partnership marks the beginning of a long-term relationship aimed at continuous improvement and innovation. The transformative projects will cover various companies within the Karisma Hotels & Resorts portfolio, including all managed and operated properties," Karisma said. "The partnership promises a 360-degree approach, providing clients, members, and tourists with unique and personalized experiences from vacation planning to arrival."


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