The client is a global hospitality leader with over 5700 hotels across 110+ countries. Operating over 45+ brands, ranging from luxury to economy, the company provides a variety of accommodations and hospitality services, ensuring consistent and high-quality guest experiences worldwide.
The client was looking for a unified, data-driven platform, as their existing ecosystem revealed critical gaps:
- Siloed systems and processes limited operational efficiency as well as collaboration.
- Multiple disconnected tools across hotels and regions created inconsistent workflows.
- Lack of standardized service delivery impacted staff performance and customer experience.
- Absence of real-time analytics hindered strategic and operational insights.
- High support costs and mandate to realize ROI prompted the need for an optimized platform.
Cybage’s transformation initiative unlocked measurable business value, enhancing performance, reducing costs, and improving customer satisfaction.
- 54% reduction in MTTR through connected workflows and automation, driving faster issue resolution and globally consistent service delivery.
- 30% reduction in support costs enabled by system consolidation, increased self-service adoption, and AI-driven automation.
- 97% SLA adherence and 99.7% First Call Resolution resulting from standardized processes and a unified global platform.
- 15% improvement in operational efficiency supported by streamlined workflows, real-time KPI visibility, and an industry-leading CMDB score of 81%.
- 4.7 CSAT score driven by enhanced customer support experience and quality.
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