Radisson Hotel Group’s success isn’t just about being the hotel of choice for travelers: They also need to be the hotel of choice for owners and franchisees.
As with travelers, owners’ and franchisees’ expectations have been raised by digital innovators and the seamless experiences they provide. To differentiate their brands, Radisson collaborated with Accenture on a new customer relationship management (CRM) platform, built on Salesforce, that makes it easier to do business with owners and franchisees in real time.
Opening and running a hotel requires many conversations and document exchanges between Radisson and the owner/franchisee.
Often Radisson’s business development and operational processes were slow, varied significantly from country to country, and used tools, like Excel, that offered little security and reusability across teams.
Radisson knew there was a better way to improve business operations for franchisees, owners and the company’s executives alike. Standardized tools and information on the go would help all participants apply for, open and operate Radisson properties smoothly, quickly and at a lower cost.
And so, Radisson worked with Accenture to standardize, digitize and automate their global sales and franchisee operations so they could deliver a five-star experience for users, as well as the guests they serve.