Dublin-based professional services company Accenture has created an integrated digital platform for Radisson Hotel Group.
Accenture has developed and implemented a customer relationship management (CRM) platform and a mobile application that will help franchisees and owners do business with the hotel group.
The cloud-based solution is being implemented across the company’s Americas portfolio. The CRM platform will help drive sales growth and ensure standardised and efficient operations, according to a statement issued by Accenture.
Accenture also helped Radisson develop an owner- and management-facing website that provides an interface to improve owner and franchisee experience. The portal, developed on the Salesforce Sales Cloud and Salesforce Community Cloud, helps owners and franchisees respond to sales opportunities and lower operational costs.
“We continue to look at our investment through the lens of our owners and franchisees and this new platform allows us to dramatically standardise, digitise and automate our owner, franchisee and global sales engagement model. We look forward to continuing our collaboration with Accenture to improve efficiencies across the company and fuel our future growth plans,” said Ken Greene, president, Americas, Radisson Hotel Group.
One of the largest hotel groups in the world, Radisson has seven hotel brands and more than 1,400 hotels in operation and under development around the world.
Software solutions that help better manage customer relationships are gaining popularity among small and large enterprises alike.
A study undertaken by research firm Gartner found that global spending on CRM software grew 15.6% year-on-year to $48.2 billion in 2018. The report also said CRM remains the largest enterprise software application category.
Another report by Gartner found that three-quarters of organisations surveyed globally had stepped up investment in customer experience technology in 2018. Artificial intelligence, chatbots and omnichannel engagement solutions were leveraged by the surveyed organisations to improve customer experience.
CRM-focused software company Salesforce recently unveiled its new customer data platform (CDP) that can aggregate disparate customer data throughout the company in order to personalise customer engagement.