glh. Hotels Limited

While most hotels tend to choose one of two routes – a templated “brochure” for in-house services with booking capability or state of the art in-room technology - this hotel group was looking to truly differentiate itself using technology that adds real customer value.

Challenge

An international hotel group with 3 chains was looking for developing a true engagement channel with their guests through digital by:

- Providing a suite of features that were compelling to support them

- Generating a measurable ROI

- Could be rolled out across the different brands

- A turnkey solution for the management of the entire process

Solution

Exicon defined a process for ordering, collection, delivery to office or home, payment, returns and full integration with the back-end systems e.g. CRM, finance, inventory. Exicon also used its API directory to support the client with an analysis of the best APIs from payment providers for the target markets.

This process was documented and the business requirements and functional specifications developed. Via our platform the client was then matched with a local developer best suited to the requirements and familiar with the relevant APIs.

Exicon’s team project managed the whole project through to the completion of the proof-of-concept application.

Results

Within 3 months a mobile exhibition concept, distribution model and mobile proof-of concept was delivered. The model allowed us to improve customer convenience and encourage upselling opportunities from with the application. The proof-of-concept was then passed to the client’s systems integrator for global trials in tier 1 cities where the cost of floor space in retail outlets is crushing margins.