Success Story

A global hospitality powerhouse that has been in the business for 50+ years

Has tie-ups with 5K+ hotels in more than 100 countries

Works on expanding its presence locally and globally with the initiation of a sustainable development program

• Remove the bottlenecks associated with manual processes
• Increase global presence and decentralize services
• Channelize collaboration and coordination between various departments
• Achieve quicker onboarding and increased operational efficiency

• Standardized the workflows and processes across all regions.
• Completed the SLA/OLA rollout for CSM and ITSM requests
• Refined service catalogue items for ITSM and the CSM portal
• Implemented knowledge management
• REST/SOAP-based API integrations

• Standardized customer service across the globe
• Improved MTTR: connected workflows and automation
• Brand loyalty: improved customer satisfaction
• Visibility: actionable insights aided informed decision making
• Optimization: actionable insights, automation, single system of record
• Reusability: integration with existing systems/processes
• Globally consistent platform and processes
• 35% reduction in overall service tickets
• 60% of service requests are now fully automated