Hospitality Industry Case Study

The Challenge

One of the world’s largest franchised hotel chains, wished to develop a new global based reservation system to better serve customers and franchisees. The company was encountering very long ASA (average speed of answer), very long handle times and high abandonment rate. Their internal tech support team was not able to handle call volumes. Checkout times were delayed as reception was not able to properly provide folios.

The Solution

Digital Transformation Initiative:

  • Development and implementation of ERP software solution for franchisees.
  • Development and implementation of a comprehensive solution for Technical Support, Customer Service.
  • Development and Implementation of Guest Reward programs.

The Results

Launched all three services in 90 days. Won service awards for performance.