Unifying Hospitality Data for Hapi Guest CRM
Context
Hapi is a hospitality integration platform that connects hotel technology stacks — PMS, POS, loyalty, surveys, restaurant systems — into a single data layer. Hotels with 10+ properties typically run a dozen mission-critical systems from different vendors, each with legacy or non-standard interfaces that don't talk to each other. Guest data stays siloed, making personalization and operational intelligence nearly impossible at scale.
Hapi's roadmap called for a native Salesforce AppExchange app — Hapi Guest CRM — that would stream real-time guest profiles into Sales Cloud, Service Cloud, Marketing Cloud, and Analytics Cloud. They needed a development partner who understood both the Salesforce ISV landscape and the messy realities of hospitality data.
Challenge
The core problem was data fragmentation. A typical hotel brand runs Oracle OPERA for PMS, a separate system for restaurant reservations, another for guest surveys, a loyalty platform, and sometimes a different PMS per property. None of these systems share a data model. Guest records are duplicated across platforms, profile updates happen on different timelines, and no single system has the complete picture.
Hapi needed to build a managed package that could ingest data from all of these sources, deduplicate guest records, normalize them into a unified hospitality data model, and stream updates bidirectionally into Salesforce — within seconds, not hours. The app also needed to pass Salesforce's ISV security review and meet enterprise requirements: PCI compliance, AWS-certified infrastructure, and support for complex multi-property org structures.
Approach
Aquiva assembled an engineering team with deep Salesforce platform and ISV packaging experience. The engagement focused on three areas: a Salesforce-native hospitality data model, real-time bi-directional integration, and AppExchange security-review readiness.
Data model design. We worked with Hapi's product team to design a Salesforce-native data model that could represent the full hospitality guest lifecycle — reservations, stays, preferences, loyalty tiers, spend history — without fighting the platform's relational constraints.
Real-time integration architecture. The Hapi-Connect package enables bi-directional synchronization of reservations, guest profiles, and company records. Lightning components give hotel staff a native CRM experience with hospitality-specific context — folio history, property-level preferences, stay patterns — surfaced directly in the Salesforce UI.
AppExchange readiness. We guided Hapi through the ISV security review process, packaging best practices, and the force.com nuances that trip up teams unfamiliar with managed package development. This included handling multi-org deployment patterns common in enterprise hospitality.
Outcome
Hapi Guest CRM launched on the Salesforce AppExchange and is now used by hotel brands running 10+ properties. Guest profiles update within seconds of a PMS change. Hotel teams access unified guest intelligence — past stays, preferences, loyalty status, spend patterns — directly in Salesforce without switching between systems.
The bi-directional sync means marketing campaigns in Marketing Cloud can target guests based on real-time stay data, and service agents in Service Cloud see the complete guest history before picking up the phone. Properties that previously relied on manual exports or overnight batch jobs now operate on live data.
Metrics
- Real-time · Guest profile sync latency (seconds, not hours)
- 4 · Salesforce clouds integrated (Sales, Service, Marketing, Analytics)
- PCI + AWS · Certified infrastructure from day one