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NH Hotels: Building​ 5-star finance ​operations

Automation, AI and lean organization structure increased productivity by 45% - enabling hotel agents to spend more time creating customer experiences.


Strategy and solution

Digital workflow platform

Improves communications – standardizing processes, improving cash flows, increasing compliance and efficiency and reducing costs.

Case management tools

Allow NH users to access their records, upload documents, monitor payments, make escalations and receive confirmations—all in real time.


Make it easy for users to monitor activities.

Cash application advisor

Artificial Intelligence

AI was applied to automatically ingest, read and extract unstructured information from bank statements and remittance advices across formats, banks and customers.

Complex matching algorithms

Complex matching algorithms were used that had client-specific rules to reconcile the extracted data with NH’s data.

Robotic process automation (RPA)

A simple dashboard was created for agents to validate and finalize transactions. RPA then automatically applied payments – dramatically reducing the time to apply cash while minimizing errors.



Increasing the number of monthly payments NH can match to invoices from 4,000 to 16,000 – representing more than $50 million.

8 TO 3

Cutting down the number of times a transaction is handled across ERP, cheat sheet and workflow systems from more than 8 to less than 3.


Dropping the average handling time of transactions across multiple languages by 60% (from 5 minutes to 2 per transaction).

25 TO 17

Reducing total number of payments not tied to an invoice from 25% to less than 17%

Intelligent Finance Operations Improve Productivity

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