CASE STUDY
www.hcltech.com
HCL uses deep consumer insights of spend and demographics to drive growth strategy for a leading F500 hospitality player
BACKGROUND• Theclientisaleadingplayerinthehospitalitywithchainofhotelsandresortsworldwide
• Itisoneoftheleadinghotelandleisurecompaniesintheworldwithapproximately850propertiesinmorethan95countriesand145,000employeesatitsownedandmanagedproperties
• Theyuseanin-houserevenuemanagementapplicationwithseveralkeycomponentsthat sources data from Central Reservation Systems and Property ManagementSystems
CHALLENGES/ OBJECTIVES• Pricing was critical for driving volume and occupancy, which was largely based on
historicaldata(ofprices)andmanualoverrides
• PricingwasacomplexinterpretationofdataanalysisfrommultipleinternalandexternalsystemslikePropertyManagement,GDS,Aggregators,Competition,etc.
• Revenuemanagementsystemwithhighconfigurabilitywithexpectation tochangingneeds, new properties in emerging market, social analytics, consumer insight andsatisfaction,etc.
• Businesscritical,highperformanceandavailabilitytoensurethatreservationsystemisenabledwith99.99%availability
THE SOLUTION
Create a data architecture capable of delivering the desired response time for critical reports:
• AnalysisandreviewofEnterpriseSystemsandmiddlewarecomponentsofperipheralapplicationsincludingtheirexistingdatasetuptocomeupwiththebestdataconversionmodel;capableofsupportingthebusinessrequirementsaswellastheprojectedgrowthofthesystemovertime
• Break down the entire project scope into six distinct logical modules for ease ofimplementationandfutureextensibility
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Create a compatible UI and middleware solution structure to integrate with legacy systems:
• Useamixofclientbased(jQuery)andserversidecomponentsafterdiligentlyanalyzingeachrequirementandusagepatterntoprovidetheoptimumspeedanduserexperience
• Analyzeexistingcode(muchofitintraditionalASP)andenhanceittoseamlesslyplug-innewadvancedcomponentscreatedin,NET4.0
Follow a web-services architecture for critical futuristic components:
• Identifyrequirementsthatwouldbecriticalforfutureoperationsandexpansions
• Designaweb-servicebasedsolutionforsuchcomponentsandexposethespecificationsforusage
RESULTS/ BENEFITS• Businesswasabletosave5-7%ofrevenueleakageperproperty.Thesuccessofthe
projecthas forced thehotelcompany to roll-out thesystemtoover2500propertiesworldwideinthenextyearwithcombinedyearlyrevenueofapproximately5,624millionUSD
• Enabled business with critical market metrics and consumer analytics on guestdemographics, occupancy, rooms and rates across different channels, marketsegmentsandgeographies
• Identifiedoutputsfromkeyaccountsandhelpsquantitativelyevaluateeachaccountsagainstcompanygoals;providedrevenueoptimizationguidelinestopropertiesbasedonhistoricaldataanalysis
• Equipped revenue managers with critical account production metrics to track andevaluateaccountperformanceyear-on-yearandutilizetheintelligenceforyearlysalesandRFPcycle
• Availability of this extensible framework eased the future mergers and acquisitions,commoninhospitalityindustry
ThissystemcanseamlesslyintegratewithmultiplePMSsystemandcanberolledouttoincludeadditionalpropertiesasdesired.