Acumen Solutions created a single, unified solution that provided a 360-degree view of all guests for our Hospitality client. 

Business Challenge

Our client was aware that guests do not receive the best reservation and customer care experience when agents are toggling between six different standalone applications. The client was looking for a solution that would help them to integrate disparate systems to show them a full view of their customers, which in turn, would improve their ability to help each and every guest resolve their issues. The client was looking to solve this problem across:

  • 5,400+ Locations   
  • 106 Countries     
  • 14 Brands

Solution

Acumen Solutions created a single, unified solution that provided a 360-degree view of all guests for our Hospitality client. Our Salesforce Service Cloud + Amazon Connect Solution includes a custom developed search, book, modify, and cancel set of capabilities that are crucial for reservation agents. Channel components implemented include:

  • Case Management
  • Social Customer Service (Facebook & Twitter)
  • Email
  • Live Agent Chat
  • Customer Self-Service Community
  • CTI integration with Amazon Connect

Results

  • Fully-built solution supporting 6,000+ users worldwide in 16 languages
  • Streamlined user experience 
  • Consolidation of several disparate support systems 
  • Stable, high-performing cloud-based infrastructure, leveraging robust set of APIs