Clermont Hotel Group

How a Digital Worker called ‘Bertie’ helped better manage hotel bookings. Reducing demand for the Contact Centre, thus easing recruitment & staffing challenges.

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.


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.


  • 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.

Read the full details here.

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