Integration improved efficiency and saved manual efforts by >300 hours per month
Overview.
The client is a leading corporation based out of the USA and operates a chain of luxury hotels and casinos. They build loyalty and value with guests through quality service, unbeatable gaming, hospitality and entertainment offerings, operational and technology excellence, and industry-leading corporate citizenship.
To gain an edge over their competition and provide better customer service and experience, hotels worldwide are turning to digital technologies. Digital solutions can enable hotels to contribute to a seamless customer experience, drive sales, and maximize revenue. Coforge offered its digital expertise and industry experience to become the client's digital integration, implementation, and testing partner to enable them to onboard complex third-party systems.
The client wanted to perform a Hotel System Transformation involving changing their IT landscape. This requirement entailed changing the client's call center booking application and its' Hotel Management System. The client had customized third-party products to enable their Digital Transformation and needed a transformation partner to facilitate integration, implementation, and testing. The following were the additional challenges:
Understand their business and provide an effective approach toward digital integration and implementation,
Provide domain expertise for systems catering to various functions within a hotel, for example, booking, offer management, inventory management, property management, content management, loyalty, housekeeping, and employee management,
Enable quick and seamless integration
Solution.
Coforge enabled the client to digitally integrate and implement two critical applications- A call center Booking Management System and a Hotel Management System. Coforge focused on testing middleware systems developed on Enterprise Service Bus, developing, maintaining, and testing APIs, ensuring smooth integration. As a digital partner, Coforge:-
was involved with understanding the business and IT landscape covering critical systems like the Hotel Management System, Casino Management System, Loyalty rewards and profile management, Content Management and Offer Management, Guest Relations, and so on.
was responsible for testing the call center application used by hotel agents to perform booking on behalf of the hotel customers (multiple hotels on the Vegas strip) and integrating the call center application with the Hotel Management System, Casino Management System, and Reservation Database
The booking flows covered individual and group bookings and customer profile management. Attractions and promotional Offers. Payment through credit cards as well as loyalty points. Coforge was responsible for testing the Hotel Management System and covered the following:
Guest Experience and Front Desk Management – including Check-In and Check Out
Housekeeping
Rates and Sales
Administration
Coforge was also involved with testing the Parking systems including Driving License readers and linked to loyalty management. Business rules governing parking were based on local/out-of-town customers and loyal customers.
Coforge performed User experience testing, automation, performance, and integration testing,
Coforge enabled Smart Automation and provided an analytics dashboard view of the results of the automation,
Created live dashboards for the key business stakeholders, allowing them to view the real-time impact of automation on costs and efforts - the dashboard enabled the key stakeholders to run automation cases on their own without the need for any prior technical expertise or knowledge
