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This leading hotel company was looking to focus on innovations to enhance its overall competitive position and provide superior and consistent levels of service to their guests. With Accenture’s help, the company improved the performance of business-critical applications—advancing sales, customer satisfaction and loyalty. It also achieved 75 percent growth in emerging markets and was able to reduce IT spend using Accenture’s integrated application and infrastructure outsourcing services.
Hotel executives wanted to improve the performance of critical IT applications, so they could focus on innovative ways to stand above their competition.
As part of these improvements, they engaged Accenture to help in:
Accenture provided the company with an integrated IT solution that included end-to-end application and infrastructure management, automation, and more than 200 continuous improvement initiatives for knowledge management, innovation and integrated service delivery.
The Accenture team handled the development, testing, maintenance and running of more than 52 applications, including the Central Reservation System, Property Management System, Loyalty and Guest Management System and the enterprise SAP platform.
Accenture also managed the following elements of their infrastructure, including more than 1,500 servers across six data centers including servers and storage, data center, end-user computing, network management and service desk.
As part of this initiative, the Accenture team:
The project yielded better service levels and productivity, and improved business user satisfaction. Its country-specific localizations have strengthened statutory compliance while streamlining and standardizing global operations.
The new system features tightened security controls. In fact, the new secure online payment system was awarded its first Payment Card Industry (PCI) compliance certificate—an important milestone, considering the scale of its operations. Also, the 24x7x365 end-to-end, multi-channel support provided by Accenture stabilized the company’s business-critical IT systems.
This state-of-the-art data center transformation project resulted in:
Savings of more than US$120 million in IT operations and maintenance budgets
10 percent reduction in release cycle time, increasing the speed to market for new products and services
Increase in first call resolution rate for service desk calls
Improved system stability and availability
13 percent increase in backlog processing efficiency
35 percent reduction in average effort per incident
40+ SAP hotel roll outs per year
As a result, the company now worries less about day-to-day IT operations and can focus on its strategic IT agenda, greater customer personalization and creating more luxury in more destinations.
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