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Hospitality Case Study

Our streamlined multi-shift reservations solution reduced turnaround time by 50% for a leading business hotel

The Client

The client is a leading hospitality company with a global presence. The client was keen to streamline email and online reservation processes to deliver a better turnaround times at reasonable costs, while maintaining a high service quality.

Challenges
  • Improvements needed in turnaround time
  • Backlog on reservation processing due to uneven workflow
  • High staff cost and staff turnover
Solution

Sundaram Business Services offered a comprehensive cost-effective solution to the client

  • Process driven reservations back office implemented for online and email reservations; turnaround time maintained consistently at 24hrs, down from the earlier process time that ranged from 2 days to a week based on in-flow of work.
  • Cleared all backlog and maintained high standards of customer service by confirming reservations made by online travel agents and wholesale reservations.
Impact
  • Reduced staff- costs by 50%
  • Managed surge reservation loads of up to 120 transactions per day, exceeding the client’s expectation
  • The client is now able to spend more time on customer service and upselling services to guests