CRM Adapter

Note: This document is intended to help you understand the integration that can exist between your CRM provider and Inntopia eCommerce. During the implementation process, the technical specifications of CRM Adapter will be shared with your CRM provider to aid their development effort.

The CRM Adapter is an Application Program Interface (API) specification created to improve the overall booking experience for online guests and reduce duplicate guest accounts for reseller groups or parent resort companies. It enables your CRM provider to configure CRM Profile Syncing, allowing guest profiles to automatically sync between your CRM and Inntopia’s eComm platform. With CRM Profile Syncing, your guests can experience a streamlined checkout process by having their most current guest profile information pre-populated across your multiple resort websites.

If your CRM has the ability to store login credentials, your CRM provider can also use the CRM Adapter to create a single sign-on (SSO), allowing guests to use a single CRM credential set when accessing your multiple resort websites (eComm sales channels).

The API uses HTTPS as a transport mechanism and JSON for data serialization.

  • SSO: Single Sign-On
  • CRM: Customer Relationship Management software
  • Marketing Cloud: Inntopia's cloud-based CRM
  • eComm: Inntopia’s eCommerce platform
  • CRS: Inntopia’s cloud-based, commerce Central Reservation System used by resorts and a variety of travel professionals

CRM Profile Syncing allows guest profile data to automatically transfer between a partner's CRM and Inntopia eComm.

The following data can be synced:

  • First and Last Name
  • Email Address
  • Physical Address
  • Phone Number
  • Date of Birth
  • Gender
  • Friends and Family basic eComm profile information
  • FreedomPay credit card tokens

Depending on a guest's action, data flows from either eComm to CRM or CRM to eComm.

  • eComm to CRM – guest data is sent from eComm to CRM each time any of the following scenarios occur:
      • Guest edits their data in the My Information section of the My Account tab:

      • Guest edits their data on the Billing Info screen in the eComm checkout path:

      • Guest completes a booking:

      • Guest saves an itinerary:

  • CRM to eComm – eComm queries the CRM for data each time any of the following scenarios occur:
      • Guest logs into eComm:

      • Guest views their My Information screen on the My Account tab in eComm:

      • Guests visits the Billing Info screen during the checkout process:

In CRS guest search results, a cloud indicator is visible next to guests that are linked to a CRM.

  • If there is no match in Inntopia eComm, new guest profiles are not automatically created in the CRM.
  • Data syncing between the CRM and Inntopia CRS.
  1. Partner: Work with CRM provider to complete development required to set up CRM Profile Syncing. Refer to the API specification and CRM API Implementation Guide for assistance:
  2. Inntopia: Run the appropriate setup scripts.
  3. Inntopia: Inform partner that CRM Profile Syncing is ready for testing.
  4. Inntopia: Once testing is complete, work with partner to coordinate a go-live date.

Single sign-on (SSO) is available to any partner with their own CRM-based front-end website that uses the following authentication and authorization features:

  • Login
  • Reset/Forgot Password
  • Create Account

When a guest is ready to check out of the eComm booking path, SSO redirects the guest to the front-end website for customer login.

Once the customer login information has been authenticated by the front-end website, the guest is directed back to the eComm booking path.

  1. Partner: Complete development required to set up SSO. To assist with this development, the CRM Adapter Redirect Authentication Flow Guide is available from Inntopia upon request. For more information, contact your Account Manager.
  2. Partner: Provide Inntopia with the new URLs to which the guest will be redirected for login.
  3. Inntopia: Run the appropriate setup scripts.
  4. Inntopia: Inform partner that SSO is ready for testing.
  5. Inntopia: Once testing is complete, work with partner to coordinate a go-live date.

The CRM Adapter is available at no charge to Inntopia partners using both Inntopia eComm and Marketing Cloud (Inntopia's CRM).

There is a certification fee for using the CRM Adapter with a CRM other than Inntopia Marketing Cloud. For more information, contact your Account Manager.