The pursuit of global excellence with elevated guest experience and transformed operations
The pursuit of global excellence with elevated guest experience and transformed operations
6 PagesThis 2023 case study describes how a global hospitality company with 22 brands, 7,000+ properties, 1.1M+ rooms across 120+ countries, and a 150M-member loyalty program worked to standardize brand operations and quality assurance to deliver consistent guest experiences. Brillio acted as an extension of the client’s Brand Standards and Support team, using a globally common Salesforce Sales and Service Cloud platform to manage workflows across functions like marketing and eCommerce support, fixed-revenue cycle management, brand quality assurance, and property improvement plans. Delivery used global workshops, upfront discovery and design per process, iterative development, and UAT-to-go-live to minimize disruption. Outcomes included standardized processes, stronger global alignment on operati
