Salesforce: Service Implementation
Salesforce: Service Implementation
OVERVIEW
Wyndham is the world’s largest hotel franchisor by the number of properties, with approximately 9,100 hotels across over 95 countries. Driving the democratization of travel, the company’s global network consists of approximately 845,000 rooms under 24 hotel brands for the everyday traveler.
Wyndham was facing issues such as:
- Manual input work: Wyndham faced significant manual data entry, resulting in time-consuming tasks, potential errors, and decreased operational efficiency.
- Data from different sources: Consolidating data from various sources made it challenging for Wyndham to obtain a unified view of customer information, hindering personalized service delivery.
- Duplicate data population: Repetitive data entry efforts led to redundancy and increased risk of errors, impacting the accuracy of customer information and operational workflows.
- Usage of cases for Owner onboarding: Legacy system limitations hindered Wyndham's utilization of cases for efficient owner onboarding, affecting process efficiency and tracking capabilities.
SOLUTION PROVIDED BY PEOPLE TECH GROUP
- Developed a Customized Service Desk application: A tailored Service Desk application was designed, leveraging the capabilities of Salesforce Service Cloud, to address Wyndham's specific service desk needs and streamline their operations effectively.
- Corrected misconfigurations and legacy system limitations: Identified and rectified misconfigurations and limitations in Wyndham's legacy systems, ensuring a well-optimized and smoothly functioning environment for their service desk operations.
- Implemented seamless data integration: Integrated data seamlessly from diverse sources, enabling a comprehensive and unified view of customer information, enhancing efficiency, and enabling personalized service delivery.
- Centralized storage and management of customer data: Established a centralized storage system within Salesforce Service Cloud, allowing Wyndham to efficiently manage and access customer data, resulting in streamlined processes, quicker response times, and improved service quality.
BENEFITS
- Streamlined Operations and Improved Efficiency: Automated case routing, centralized customer data, and direct document uploads reduced manual efforts, streamlined operations, and enhanced overall efficiency.
- Enhanced Customer Support and Satisfaction: With improved customer support processes, Wyndham was able to deliver timely and personalized assistance, resulting in improved customer satisfaction.
- Increased Agent Productivity: The solution improved agent productivity through features like the Lightning Service Console, empowering them to handle customer inquiries more efficiently.
- Data-Driven Insights and Decision Making: Custom reports, dashboards, and seamless integration enabled data-driven decision-making, providing valuable insights for optimizing service strategies.
