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Fusion Hotel Group

Implementation Date - 21.01.2026

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WBL Consulting Group partnered with Fusion Hotel Group to implement Zoho CRM, centralizing data across its 10 member hotels into a single platform. The project successfully transformed fragmented Excel-based data management into a unified CRM system. In addition, WBL implemented an automated reporting system and established a robust role-based access control framework between the corporate office and individual properties, enabling the leadership team to monitor operational performance across the entire hotel portfolio with greater visibility and efficiency.

IMPLEMENTED SOLUTIONS

CLIENT:
INDUSTRY:
COMPANY SIZE:
50–100 employees
CORE BUSINESS:
Management and operations of a chain of 10 hotels and resorts
Centralizing Customer Data and Standardizing Hotel Chain Management with Zoho CRM

CENTRALIZED DATA

Unified customer data from 10 hotels into a single CRM system.

AUTOMATED REPORTING

100% of business reports automated.

CURRENT SITUATION

Fusion Hotel Group (FHG) operates a portfolio of 10 hotels and resorts across Vietnam, including Fusion Resort Nha Trang, Fusion Suites Danang Beach, Fusion Resort Phu Quoc, and several other properties. Before implementing Zoho CRM, customer data and sales operations were managed independently at each hotel. This fragmented approach made centralized management, data governance, and group-wide business performance monitoring difficult and inefficient.

Learn More About Fusion Hotel Group
CHALLENGES

Fusion Hotel Group (FHG) operates a portfolio of 10 hotels and resorts across multiple destinations, including Fusion Resort Nha Trang, Fusion Suites Danang Beach, Fusion Resort Phu Quoc, and more. Before partnering with WBL, FHG faced several operational challenges:

  • Fragmented and Disconnected Data: Customer information and sales activities were managed separately by each hotel, with sales teams primarily storing data in individual Excel files.

  • Risk of Data Loss: One of the company’s biggest concerns was the possibility of sales employees leaving the organization with their customer databases, resulting in significant business risks.

  • Limited Performance Visibility: Scattered data made centralized management difficult. The Head Office lacked the tools to monitor sales activities across properties and answer the critical question: “What is my team working on?”
SOLUTION

Recognizing that FHG’s most urgent priority was building a centralized customer database, WBL proposed a phased Zoho CRM implementation strategy.

  • Data Standardization and Centralization (Phase 1): Zoho CRM was configured to match FHG’s operating model, while all existing customer data was migrated from Excel into the system. The CRM was designed with a user-friendly interface, making it easy for employees to capture company information, contacts, calls, meetings, and email activities.

  • Hub-and-Spoke Permission Model: WBL implemented a strict role-based access structure. The Head Office (Hub) was granted full visibility across all 10 hotels for reporting and analysis, while each hotel (Spoke) could only view and edit the records they created, with no access to detailed activities from other properties.

  • Automated Reporting (Phases 2 & 3): Automated reports were developed to regularly consolidate and distribute sales activity and performance data to relevant departments. Advanced dashboards were also created to provide management with real-time business insights for strategic decision-making.
RESULTS

Within a short period after the system went live, Namia River Retreat achieved significant operational improvements:

  • 100% Elimination of Excel-Based Management: All customer records were fully digitized and securely centralized within Zoho CRM, creating a structured and reliable customer database.

  • Improved Win Rate: With real-time pipeline tracking and automated follow-up workflows, the sales team significantly increased B2B conversion rates while shortening the sales cycle.

  • Faster, More Accurate Decision-Making: 100% of business reports were automatically generated and delivered on schedule every week and month, providing leadership with a comprehensive view of business performance and enabling timely strategic decisions.
CHALLENGES
SOLUTION
RESULTS

Christophe Buchart

Commercial Director - Fusion Hotel Group

What Does Fusion Hotel Group Say About WBLGroup?

Fusion needed a centralized sales management solution without adding operational complexity. WBL recommended a streamlined Zoho CRM approach that helped our team quickly adopt the system. The transition from Excel was smooth thanks to the team's expertise, dedication, and ongoing support.

Fusion Hotel Group

Management and Operations of a Chain of 10 Hotels & Resorts

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