Background: 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) 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.
Solution: The Professional Services Team designed three programs focused on: Technical Support, Customer Service and Guest Rewards. The project was launched in 90 days:
Development and implementation of a new ERP software solution for franchisees.
Development and implementation of a comprehensive solution and process for Technical Support, Customer Service.
Development and Implementation of new Guest Reward programs.
Results: Reduced total cost of service delivery by 15%.
Reduced Technical Service call volume by 12%.
Improved Membership Rewards Customer Experience Scores by 6%.