The Numbers That Matter
-
15
FTE Equivalent
-
50%
Of Workload Automated
-
20K
Transactions per Month
About Clermont
Clermont Hotel Group is a first-class hospitality company, operating 17 hotels with over 5,000 bedrooms across three brands. What makes Clermont distinctive is that they connect personally with guests during their stay, and yet also use the latest technology to make operations as efficient and smooth as possible. With a strong history of working in the hotels sector, Centelli approached Clermont to see how a Digital Worker might be able to assist them in their Contact Centre operations.
Problem
Hotel Contact Centres (or Reservation Service Centres – RSC) handle all the various new bookings, amendments and cancellations. These bookings arrive from different partner organizations (Corporate Agents, Tour Operators, Online Agents etc.), in different formats which needs actioning in different ways with the hotel’s Property Management System (PMS) – in this case Oracle Opera. Clermont was facing challenges in recruiting and retaining staff in the RSC. They engaged Centelli just before COVID, and foreseeing what was ahead on-boarded their Digital Worker during the quiet lock-down period. At Centelli, we identified that we could automate reconciliations for the business.
Solution
-
Reduced Costs; staff time better spent on more bespoke guest requests etc.
-
Happier Team; which leads to better retention, easier recruitment etc.
-
Happier Customers; due to fewer errors, lost bookings etc.
What Our Client Says
We already had some automation within our booking processes, but with so many partners and integrations there was still a lot of manual data transfer to be done. Centelli worked with us to understand how a Digital Worker could perfectly complement our existing processes.
Chris Ball
Business Development, Director Clermont Hotel Group
