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Leveraging the Onsite/Offshore Model for a Leading Global Hotel Chain
Company
The client is a prestigious global hotel chain with a large presence in the United Kingdom.
Challenge
From the business intelligence perspective, there was a need to analyze underlying operational data and quickly identify areas where performance criteria were not being met. Our client was also keen to enhance the selfsufficiency of business users for accessing critical business information generating ad-hoc reports. In addition, the solution had to be easy to use and implement.
From the customer satisfaction perspective, our client was looking for a solution that could identify gaps in service delivery as well as shortcomings in operational efficiency. As an example, our client was unable to get a clear idea of how well their maintenance was managed across their hotels and how well contractors were performing on service delivery. Their existing system of software and paper based reports proved time consuming to collate and was often incorrect. There was a need to be able to accurately monitor service delivery within the hotel network.
Solution
To meet our client’s business intelligence requirement, Calsoft deployed their innovative Business Intelligence solution – Analytica. Calsoft worked closely with the top management and individual functional departments of our client to help them use Analytica for gaining enhanced business insight at the strategic, tactical and operational levels. A key differentiator of the Calsoft solution was the ease of use and of deployment of the solution.
To meet our Client’s service delivery requirement, Calsoft developed and deployed a comprehensive web-based solution for tracking maintenance requests, preventive maintenance and asset tracking. The key functionality and features of this systems are as follows:
- Intuitive and easy to use
- Corrective and preventive maintenance solution
- Automatic email & print-outs
- Meticulous record of asset details
- Asset tracking
- Maintenance of supplier and warrantors information
- Interactive voice response solution
The solutions involved business process study and re-engineering. The process changes, process optimization and automation were carried out in a phased manner.
Engagement Model
The engagement model was that of a mixed onsite and offshore model with a variable team size which varied from 8 to 10 resources. The billing was on a T&M model with monthly invoicing.
Benefits
Business Intelligence solution
- Critical reports available in realtime
- Online Analytical Processing functionality available on the web for business users of all key departments
- Monitoring of key performance indicators
Asset Management solution
- Reduced downtime on vital equipments and assets to ensuring better service levels for Hotel guests
- Reduced operating costs and improved work efficiency
- Asset Tracking enables precise monitoring of assets and their locations
- IVR enables guests to log the problem into the system from the phones in their room instead of waiting for customer service, thus enabling quicker response resulting in enhanced guest satisfaction