Acumen Solutions delivered a Salesforce Service Cloud Solution for a Global Hotel Chain that made it easier for service agents to streamline guest services, leading to greater guest satisfaction.  
 

Business Challenge

The Global Hotel Chain was looking to transform their reservation contact center. Necessary updates ranged from the Enterprise API framework used to make reservations and access guess profile data to the UI/UX flow and experience that customer service agents use to navigate the new holistic solution. In the past, the Global Hotel Chain's customer service agents would simultaneously use up to 6 different standalone applications to perform a number of guest activities. These applications did not talk to one another and required significant manual work and training for the agents to perform some of the simplest of duties. The Global Hotel Chain needed to replace all of their legacy systems with a new unified solution that provides a rich user interface, allows agents to easily perform their duties, and also gives them a 360-degree view of all guest interactions. 
 
Solution
Acumen Solutions developed and implemented a Salesforce Service Cloud solution for the Global Hotel Chain that included a set of custom developed search, book, modify, and cancel capabilities that are key functions used daily by reservation agents. Additional channel components implemented include Social (Facebook & Twitter), Email, and Computer Telephony Integration (CTI). To complete their digital transformation, the Global Hotel Chain developed an enhanced Case Management system for guest assistance that was integrated with their Loyalty Management Application. The new solution also includes Knowledge Management and Live Agent capabilities.
 
Results
The Global Hotel Chain's new service management solution currently supports over 6,000 users. For the Global Hotel Chain's service agents, the solution has made it much easier for them to serve their guests due to the consolidation of several disparate legacy support systems and the stable, high-performing cloud-based infrastructure leveraging a robust set of APIs. With a new and improved UI, the solution is easier to use and has shortened the onboarding and training time for new service agents, leading to an overall reduction in employee turnover and overhead costs. The Global Hotel Chain's service agents can now focus more of their time on providing exceptional service to their guests and less time on navigating multiple systems. Since the implementation of this new solution, guests have reported an overall increase in customer satisfaction and a decrease in customer friction.