A Modern Hospitality Organization Transformed their Hotel Chains Orders and Services Management
Company Overview
A renowned global hospitality company dedicated to realizing its founders' vision to spread warmth and light through exceptional hospitality. Over its 100-year history, this organization has welcomed more than 3 billion guests across 23 distinct brands in 126 countries. They have earned a stellar reputation for innovation, integrity, and excellence, consistently exceeding expectations for guests, partners, and vendors.
Challenges Presented
Poor User Experience
The user experience was a huge pain point across the entire order process. The end customers (hotel managers and support team) were not happy with the order intake process. Vendors and suppliers had to go through multiple screens to work through the bidding process and fulfillment. Finally, the support team and head office had a very poor experience managing and delivering the order. No one was happy.
Complicated Fulfillment
Due to the complexity of the ordering process, the lack of product-aware procedures, inadequate order intake forms, and a rigid fulfillment workflow, the process became a convoluted maze that consumed excessive time and created numerous labor-intensive tasks. This inefficiency led to bottlenecks, with only a few individuals capable of navigating the system, resulting in prolonged order fulfillment and unnecessary additional costs.
Lack of Scalability
Given the challenges mentioned earlier, the existing model became a cumbersome and fragile solution. It lacked scalability, and even minor changes would cause it to break, leading to unnecessary overhead, increased labor-intensive tasks, and significant costs in both time and money for the organization.
Poor Product and Service Taxonomy
The existing solution was built on an architecture (ServiceNow IT Service Catalog) that was not intended for this type of work. It lacked the necessary features and capabilities to drive the end-to-end process, including a scalable product and taxonomy model to support multiple product and service configurations, flexible fulfillment tailored to the chosen product or service type, a built-in inflight order modification engine, and a fallout management engine.
Results
Best-in-class Service Delivery
A central command center with complete visibility for end-to-end complex product delivery, such as Connected Rooms. A dynamic and flexible delivery system, unlike traditional rigid-based workflows. This results in:
- Significant reduction on delivery
- Increased the customer satisfaction
- Increased vendors and suppliers productivity
- Improved the product owners efficiencies
Enhanced Customer Experience
A streamlined and a state of the art portal for managing inquiries, orders, and requests from hotel staff or independent hotel chain owners for new services and products. This results in:
- Significant enhancements in user satisfaction
- Reduced Order intake errors with smart validation
- Provided visibility and clarity to the product fulfillment for the customer
Streamlined Order Orchestration
An intelligent order delivery system simplifies and automates the complex process of managing hospitality orders, ensuring seamless coordination across various systems and stakeholders. It supports the entire order lifecycle, from the initial request to fulfillment, by integrating inventory, bidding process, design, configuration, and activation.
Proposed Solution
An Improved and Sleek User Experience
The user experience across the entire order lifecycle was transformed into a streamlined and intuitive journey. Hotel managers and owners now enjoy a seamless order intake process that is efficient, intuitive, and user-friendly. Vendors and suppliers benefit from a simplified bidding and fulfillment process, reducing the need to navigate multiple screens and cumbersome steps. The support team and product owners have gained enhanced visibility and control, enabling them to manage and deliver orders with ease and precision. The result is a cohesive, efficient system where all stakeholders—from end customers to vendors—experience significantly improved satisfaction and productivity.
Streamlined Order Management Fulfillment
The order fulfillment process has been transformed into a streamlined and efficient operation. The introduction of a product-aware fulfillment workflow, intuitive order intake forms, and a flexible fulfillment engine has eliminated the previous complexities. The process is now straightforward and time-efficient, significantly reducing labor-intensive tasks and bottlenecks. The added capabilities, such as dynamic order enrichment and inflight change process, have improved the entire order lifecycle. This has empowered the entire team to navigate the system quickly, leading to faster order fulfillment, reduced costs, and improved overall operational efficiency.
Scalable & Configurable
The new solution has introduced a robust, scalable, and highly configurable platform. It seamlessly adapts to changing business needs without the risk of breaking, ensuring smooth operations. The scalable architecture of Order Management now effortlessly supports growth and expansion, while the configurability allows for quick adjustments without adding unnecessary overhead. This has drastically reduced labor-intensive tasks and minimized costs, delivering both time and financial savings for the organization.
An Advanced Product & Service Offering Model
The new Sales and Order Management solution has introduced a sophisticated and scalable model for products and services, transforming how offerings are created and managed. This new architecture supports multiple configurations for products and services, allowing for flexible fulfillment processes tailored to each specific type. Additionally, the solution includes a built-in order modification engine and a robust fallout management engine, ensuring seamless and efficient end-to-end order processing and MACD. Overall, this creates a powerful and adaptable system that meets the organization's complex demands.