MINI CASE: INTERACT SYSTEMS, INC.
Interact Systems, Inc. has developed software tools that help hotel chains solve application
integration problems. Interact’s Application Integration Server (AIS) provides a two-way
interface between central reservations systems (CRS) and property management systems (PMS).
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 2022.
Interact Systems’ AIS software development which began in 2016 went through several
design changes in 2017. The first product was sold and installed in 2018. Sales were only
$500,000 in 2018. However, now that the firm has dependable market-tested AIS products ready
to be shipped, revenues are expected to reach $20.8 million in 2022.
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
bookings. This trend will continue to increase as more bookings are made over the
B. Describe how Interact Systems’ AIS software products are to benefit the hotel industry from
a profitability standpoint.
Interact’s Application Integration Server (AIS) provides a two-way interface between central