Wyndham Expedites Guest Bookings with Salesforce Data Cloud, Delivering Enhanced Guest Experiences and Boosting Revenue

Wyndham Hotels & Resorts, the largest hotel franchisor in the world with 25 brands and 9,200 hotels in more than 95 countries, is using Salesforce Data Cloud to unlock data trapped across multiple systems. Now, Wyndham has a complete, unified view of each guest to power customized experiences with trusted AI, automation, and data-driven insights.

The challenge: In the highly competitive hospitality industry, guests expect hotels to know their room and service preferences even before stepping foot on the property. With hundreds of millions of guest records and millions of bookings per year spread across individual properties and corporate call centers, Wyndham faced challenges accessing guest data where and when it was needed, which put guest satisfaction and direct bookings at risk.

The impact: Millions of bookings route through Wyndham’s reservation call center and hotels every year, underscoring the importance of identifying guests in real time so they can quickly offer tailored experiences while booking guest stays. Wyndham turned to Salesforce to unify its reservation, loyalty, and CRM data, creating a seamless flow of information that empowers its agents to deliver the individualized, high-quality services their guests and franchisees expect, at scale. Now Wyndham is:

• Personalizing Guest Interactions: Wyndham leverages Data Cloud to bridge the gap between data from individual hotels and its corporate call center. With this data aggregated, agents can now access guests’ booking histories at any franchise property, such as accessible room requests, loyalty status, or milestones to personalize every interaction. 
• Expediting Customer Support: AI-generated reply recommendations from Service Cloud also means agents can quickly and intuitively respond to guest inquiries across multiple channels, reducing average handle times by about 90 seconds and decreasing call time resolution by a projected 35%. Efficient call center interactions and enhanced direct booking experiences makes it quick, easy, and convenient for Wyndham’s guests to reach out directly instead of using third-party booking sites, fostering deeper relationships and helping franchisees avoid third-party commissions.
  • Since implementing Salesforce AI technology, the company has also achieved a 55% improvement in franchisee-resolved customer care cases and a 33% reduction in days to close a case. These results have improved guest experiences at franchises and strengthened guest loyalty, ensuring care and comfort across Wyndham’s global locations. 
• Streamlining Operations: MuleSoft enables Wyndham to harness the full potential of its data with APIs that ensure smooth data flow into Data Cloud and simplify the complex task of integrating multiple systems. And, by connecting its reservation and loyalty systems with MuleSoft and Data Cloud, Wyndham can more easily expand its infrastructure for new hotel owners, accelerating their onboarding and driving their success by providing easy access to relevant information.

Franchisee facts: Wyndham guest experiences begin with franchise owners. These operators are another important customer for Wyndham and can stay connected to corporate through an online community built on Experience Cloud. The tool also features embedded Tableau dashboards that provide informative insights, such as revenue per available room, average daily rate, and occupancy rates. 

• Tableau-generated insights, which are supported by Salesforce, Amazon Redshift, and AWS data, allow owners to make data-driven decisions and offer actionable next steps like upgrading furniture, conducting maintenance, or modifying pricing.

The Wyndham perspective: “Our agents now have a consolidated view of the information they need to respond to guests efficiently, accurately, and with better personalization. This helps us serve our key stakeholders: our franchisees, our guests, and our team members.” – Scott Strickland, Chief Commercial Officer

Our agents now have a consolidated view of the information they need to respond to guests efficiently, accurately, and with better personalization.”

Scott Strickland, Chief Commercial Officer, Wyndham

Wyndham has additionally leveraged the Salesforce partner ecosystem, tapping PwC as its implementation partner across Data Cloud, Service Cloud, and MuleSoft to realize the value of an AI-enabled approach, enhancing both the franchisee and guest experience across channels.

Learn more:

• Read more about Wyndham’s Salesforce success story
• Learn more about Service Cloud, Data Cloud, and Experience Cloud
• Learn more about Tableau and MuleSoft