CASE STUDY / HOSPITALITY

Application framework provides enhanced, secure guest experience for global hotel chain



About the customer

Once of the world's leading hotel chains.

2.1 BN in revenue in 2019

880,000 hotel rooms in over 100 countries

Over 16 hotel brands within the alliance worldwide

Over 200 years of experience

 

Business challenges

A well-known global hospitality organization needed to improve its reservation and account management systems to meet demands for a seamless and intimate guest experience. Hotel systems were also experiencing Denial of Service (DOS) attacks, which were preventing customers from logging into their accounts.

 
1

Inconsistent customer experience from device to device.

2

Lack of account management hindering sales.

3

Difficult for customers to access loyalty programs.

4

Reservation system and account sign-in page vulnerable to cyber-attacks.

How Softtek comes into play

Softtek was engaged to develop a platform to enhance guest engagement by enabling a uniform experience across different devices and to ensure secure access to account information. Softtek’s account management solution standardized the user interface to the hotel’s reservation system, enabling a consistent, high-quality experience, optimization of loyalty systems, and easy access to accounts. Softtek also addressed the security issues hindering access to reservation systems and account information.

Onsite and nearshore teams implemented Angular web application framework.

Proactively monitored processes and development of a simplified login improving user's security.

Digitized and standardized access to data from any device.

Integration of Smartling with AEM 6 and migrations of content from old CMS systems to AEM 6.

Development of reCAPTCHA tool deployed to prevent bot attacks.

Group 385

Business impact


$1 Bn revenue generated through a new app

Immediate automated translations and infrastructure cost reduction

Enhanced competitiveness and customer journey through secured access

Secured Log-in page preventing DOS attacks

90% backlog reduction and ITILization of the service

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