The implementation process for HiRUM Property Management Software is designed to be smooth and supportive, especially for busy accommodation providers like hotels, motels, resorts, and B&Bs.
Typical Implementation Steps
Initial Consultation & Needs Assessment
HiRUM’s team works with you to understand your property’s specific requirements.
This includes identifying which modules you need (e.g., PMS, Channel Manager, Booking Engine).
Software Setup & Configuration
Customization of the system to suit your property’s operations.
Integration with existing systems (if applicable), including trust accounting and online booking platforms.
Data Migration
Transfer of existing reservations, guest profiles, and financial data into HiRUM.
This step varies in complexity depending on your previous system.
Training & Onboarding
Access to HiRUM’s eLearning Centre and how-to videos.
Live training sessions may be offered to ensure your team is confident using the software.
Go-Live & Support
Once everything is set up, your property goes live with HiRUM.
Ongoing support is available via the HiRUM/HiSITE Service Desk.
Estimated Timeline
Small to mid-sized properties: Typically 2–4 weeks from consultation to go-live.
Larger or more complex setups: May take 6–8 weeks, especially if extensive data migration or integrations are needed.
Customisation
HiRUM is designed to adapt to the unique workflows of hotels, motels, resorts, serviced apartments, and more. Here’s how it can be tailored:
Modular Design Choose only the components you need:
Property Management System (PMS)
Channel Manager (HiSITE)
Booking Engine (HiSITE Direct)
Trust Accounting
Mobile Apps
Owner Portal
Marketing & Guest Communication Tools
Custom Reporting Generate tailored reports based on guest data, financials, occupancy trends, and property performance.
Integration Flexibility Seamlessly connects with third-party systems like accounting software, CRM platforms, and OTAs (e.g., Booking.com, Expedia).
User Roles & Permissions Define access levels for staff, owners, and managers to suit your operational structure.
Multi-Property Support Ideal for groups managing multiple properties with centralized control.
Mobile Accessibility Access and manage operations from mobile devices, tablets, or desktops.
Marketing Services HiRUM offers optional marketing support to boost visibility and bookings.
Additional Costs
HiRUM Property Management Software has a flexible pricing structure, but there are several cost components to consider beyond the monthly subscription.
The monthly subscription fee typically starts around A$200 per user, depending on the features and modules you choose. This covers core functionality like property management, booking tools, and basic support.
Setup fees may apply, especially if your property requires complex configuration or data migration from a previous system. These are usually one-time charges and vary based on the scope of implementation.
For training and onboarding, HiRUM provides access to an eLearning Centre with self-paced resources. If you prefer live training sessions or personalized onboarding, there may be additional charges.
Support services are generally included in the subscription, covering assistance via phone, email, and their service desk. However, premium or extended support options could involve extra fees.
Training
HiRUM offers a multi-layered training and support system to ensure smooth onboarding and ongoing assistance:
eLearning Centre: A rich library of instructional videos, help sheets, and tutorials that guide users through every aspect of the software.
HiRUM/HiSITE Service Desk: An intuitive support portal where users can submit tickets and access relevant documentation automatically as they type their query.
Live Support: Available Monday to Friday, 9am–4:30pm, with emergency assistance offered 24/7 for registered clients.
Remote Desktop Assistance: Support specialists can connect to your system via TeamViewer to resolve issues directly on-screen.
Knowledge Base Access: Clients with a support contract can search the HiRUM/HiSITE Knowledge Base for answers and feature requests.
Security Measures
HiRUM takes data protection seriously, especially given the sensitivity of guest and payment information in the hospitality industry:
PCI DSS Compliance: HiRUM is independently certified under the Payment Card Industry Data Security Standard, ensuring secure handling of credit card data.
Private Cloud Hosting: Offers a dedicated, secure environment for storing sensitive data, minimizing exposure compared to public cloud solutions.
User-Level Access Controls: Staff access is restricted based on roles, ensuring only authorized personnel can view or edit sensitive data.
Two-Factor Authentication: Recommended for securing stored data and preventing unauthorized access.
Best Practice Guidelines: HiRUM encourages secure password management and device-level security protocols for all users.
Updates
Regular Enhancements: New features, integrations, and performance improvements are rolled out periodically to keep the system current and competitive.
Private Cloud Flexibility: Updates can be managed more securely and efficiently in private cloud environments, reducing downtime and risk.
User Notifications: Updates are communicated through the support desk or email, often accompanied by documentation or training resources.
Data Ownership and Portability
User Consent: By providing personal information, users consent to HiRUM’s handling of that data under the terms of its privacy policy.
Third-Party Disclosure: Data may be shared with third parties only when necessary for service delivery or legal compliance.
International Transfers: Data may be stored or processed outside Australia, but HiRUM commits to applying appropriate safeguards (e.g., model contracts or privacy schemes).
Portability Implication: Though not directly stated, the emphasis on user consent and secure handling implies that users may request access or transfer of their data, especially under applicable privacy laws like the GDPR or Australia’s Privacy Act.
Scaling Up / Down
Modular Software Licensing: Many property management systems (PMS) offer tiered or modular pricing, allowing organizations to add or remove features as needed.
Cloud-Based Flexibility: If HiRUM’s platform is cloud-hosted, it likely supports vertical scaling (e.g., increasing storage or user access) and horizontal scaling (e.g., adding properties or locations).
Contract Adjustments: Scaling down may require renegotiating service contracts or licensing terms. Scaling up might involve onboarding support, training, or infrastructure upgrades.
Support Services: HiRUM’s customer support team is known for tailoring solutions to business needs, which likely includes helping clients adjust their service levels as they grow or consolidate.
The terms & conditions for contract renewal and cancellation
Renewal Terms
Automatic Renewal Clauses: HiRUM contracts may include auto-renewal provisions, meaning the agreement renews for another term unless canceled within a specified notice period.
Renewal Window: Customers typically must notify HiRUM of their intent to cancel within a set timeframe—often 30 to 90 days before renewal—to avoid automatic extension.
Pricing Adjustments: Renewal may come with updated pricing or service terms. These should be disclosed in advance to ensure transparency.
Explicit Consent: Best practices suggest that HiRUM seeks documented consent for renewals, especially if terms change.
Cancellation Terms
Notice Requirements: Cancellation usually requires written notice, which may need to be submitted via email, online form, or certified mail depending on contract specifics.
Cancellation Window: Contracts often specify a cancellation window (e.g., 7 to 30 days before renewal) to avoid unintended charges.
Early Termination Fees: If a contract is canceled mid-term, there may be fees or penalties unless otherwise negotiated.
Legal Protections: In jurisdictions like Australia, consumer protection laws may require HiRUM to clearly disclose cancellation terms and offer fair exit options.
Compliance
HiRUM supports compliance in property management through both its software features and operational practices:
Regulatory Compliance Features
Inspection Scheduling: HiRUM’s Inspection App helps users comply with Australian property regulations by automating routine and specialized inspections (e.g., fire safety, pool safety, asbestos).
Audit Trails: The system allows for documentation of inspections, maintenance, and tenant interactions, supporting legal and regulatory audits.
Data Security: While specific certifications (e.g., ISO 27001) aren’t listed, HiRUM emphasizes secure data handling and may comply with Australian Privacy Principles (APPs) under the Privacy Act 1988.
Industry Standards
Cloud or On-Premise Deployment: HiRUM offers flexible hosting options, which can help organizations meet internal IT and compliance requirements.
Integration with Accounting & CRM Systems: This supports financial compliance and reporting accuracy.
Real-Time Reporting: Enables transparency and accountability in operations, which is crucial for regulatory audits.
