Client Global hospitality giant

Industry Hospitality

OverviewMindtree helped develop mobile and tablet application to provide on-the-run collaboration between our client employees and their customers.

SUCCESS STORY

Developing mobile enablement for the Hospitality industry.

Business challenge Customer is a global hospitality giant with 3800 properties in 75 countries. It has sales of more than $ 12.3 Billion.

Currently for meeting and large event services at properties, guests/planners require physical interactions with concierges (Red Coats) to request services. This result in lower satisfaction as well as loss in realizable revenue, as inconvenience suppresses true demand. The customer wanted to provide a truly differentiated service delivery experience for such scenarios, while capturing additional revenues. Our solutionWe developed mobile, tablet and PC enabled application for request creation and fulfillment which allowed Hotel Concierges to seamlessly meeting plans and submit requests discretely and instantaneously during an event. Phase vise rollout of application to 500 properties. As part of solution, SMS and email notification mechanism were integrated for meeting planners, hotel associates and back of the hotel staff in Request fulfillment workflow. Depending on the date of the meeting and the time available to cater to service requests, the routing and prioritization of messages was optimized. The idea of providing a single user id and password to the guests was done away with, as the same would have generated more service requests. Instead a unique URL was provided for every meeting. This ensured that one did not have to figure out the organizer of the meeting as the URL would already contain the necessary information Business impactn Phase-I rollout to 500 propertiesn Improved QoS (time to response) and operational parametersn Multi-brand and multi-lingual – global rollout readyn Improved concierge accountability and reportingn Improved revenues.

About MindtreeMindtree [NSE: MINDTREE] delivers technology services and accelerates growth for Global 1000 companies by solving

complex business challenges with breakthrough technical innovations. Mindtree specializes in e-commerce, mobility, cloud

enablement, digital transformation, business intelligence, data analytics, testing, infrastructure, EAI and ERP solutions. We

are among the fastest growing technology firms globally with more than 200 clients and offices in 14 countries.

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