The challenge

The Caprice Group operates a prestigious collection of London restaurants, encompassing timeless classics and innovative offerings. It relies on prompt and accurate booking data to optimise business processes and productive marketing to its customer base.

The Group had established that the existing integration between Salesforce and the OpenTable booking platform was not fit for purpose. Valuable data was being lost and marketing opportunities missed.

The response

We began with a deep dive, to better understand how Caprice was using OpenTable data and identifying which areas of integration were creating problems.

That included full documentation of the existing infrastructure, diagramming booking ingestion, and establishing pain points, inefficiencies and potential for system optimisation.

We then set up a meeting with OpenTable to discuss available options for the rapid and robust consumption of the data it provides. Its webhook offering emerged as the strongest candidate, providing immediate notification of booking data changes, while allowing Salesforce processes occurring as a result of those changes, to happen asynchronously.

It would also sit within Salesforce’s governor limits, creating a scalable and compliant solution.

This ultimately resulted in a refined list of requirements that could be worked on in stages, prioritising the areas of highest return on investment for Caprice.

The outcome

Finally came implementation – starting with accepting bookings and consuming the right data. That enabled us to match up incoming requests with guests in Salesforce, unlocking a more informed CRM programme based on learnt booking behaviour.

A subsequent 12-day testing period saw us compare two distinct environments, one running the legacy system, and one the new. It immediately highlighted a range of advantages for the new set up…

The boost

Demanding the enhancement of data availability through multiple platform integration, this project fell right in the sweet spot of Bluetel’s Salesforce expertise.