Consulting Services

Client: Global luxury hotel company

Category: Consultancy

Problem:

The luxury hotel chain’s global sales offices lacked a unified system for account management, internal communications, and reporting. Each region operated independently without standardised processes or visibility across the organisation. This fragmentation hindered collaboration, reduced efficiency in managing global accounts, and limited the ability to leverage best practices across regions.

Solution:

We led a comprehensive process review followed by a Salesforce.com implementation programme, incorporating successful practices from their European operations. The project included establishing objectives, documenting high-level processes, defining KPIs, standardising data fields, and creating customised training materials. We managed the complete lifecycle from system setup through data migration, user training, and adoption monitoring.

Outcome:

Successfully deployed a unified CRM platform across global sales offices, enabling consistent account management, streamlined internal communications, and comprehensive reporting capabilities. The implementation included standardised processes, clean data migration, customised training delivery, and ongoing monitoring systems to ensure user adoption and maximise the investment in Salesforce.com technology.