At least two important trends in the hotel industry are relevant. First, hotels are shifting away
from the manual booking of room reservations and electronic bookings will continue to increase
as more bookings are made over the Internet. Second, competitive pressures are forcing hotels to
implement yield management programs and to increase customer service. By integrating the
CRS and PMS through Interact’s AIS, inventories can be better managed, yields improved, and
customer service enhanced.
All reservation traffic is routed from the CRS to individual hotel properties. This allows
Interact Systems to create a database that can be used to track customers and to facilitate
marketing programs, such as frequent stay or VIP programs, as a way of increasing customer
satisfaction. Interact forecasts application integration expenditures in the hospitality industry
exceeding $1 billion by 2019.
Greg Thomas founded Interact Systems in 2013 and developed the firm’s middleware
software and hospitality applications. He has twelve years of systems applications experience
and currently is Interact’s Chief Technology Officer. Eric Westskow joined Interact in early
2016 as President and CEO. Prior to that time, he worked in sales and marketing in the software
industry for more than twenty years.
Interact Systems’ AIS software development which began in 2013 went through several
design changes in 2014. The first product was sold and installed in 2015. Sales were only
$500,000 in 2015. However, now that the firm has dependable market-tested AIS products ready
to be shipped, revenues are expected to reach $20.8 million in 2019.
Greg Thomas founded Interact Systems with $50,000 of his own savings plus $50,000
from friends. Two private investors provided an additional $200,000 in 2014. In addition, $1
million was obtained from a venture capital firm, Katile Capital Partners, in early 2016 in
exchange for an equity position in Interact. The firm currently is seeking an additional $5
million to finance sales growth.
A. Verify the two important trends that are developing in the hotel industry.
1. Hotels are shifting away from the manual booking of room reservations to electronic
B. Describe how Interact Systems’ AIS software products are to benefit the hotel industry from
a profitability standpoint.
C. Describe how Interact Systems’ AIS software is to help hotels improve customer satisfaction.
All reservation traffic is routed from the CRS to individual hotel properties. This allows