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Leading Hospitality Company Delivers Best In Class Mobile Experiences
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
The Challenge
The hospitality company, with over 4000 hotels worldwide, recognized the need to attract a younger generation of customers, particularly millennials, who are more comfortable with mobile technology. The company's existing app was plagued with stability and performance issues, leading to poor reviews and ratings. The company realized that to deliver excellent customer service to this demographic, they needed to provide a seamless mobile experience. This meant their apps needed to make it easy for customers to find hotels, make reservations, check-in, and more.
About The Customer
The customer is a leading hospitality company with a global presence, operating over 4000 hotels worldwide. The company is committed to delivering excellent customer service and recognizes the importance of attracting a younger generation of customers to sustain ongoing growth. The company understands that to appeal to this demographic, particularly millennials, they need to provide a seamless mobile experience. This includes making it easy for customers to find hotels, make reservations, check-in, and more through their mobile app.
The Solution
To address the challenges with their existing app, the company decided to completely redesign and rebuild their app. They chose Apteligent’s mobile app intelligence solution to help them proactively monitor app performance and user experience. The solution provides detailed, actionable diagnostics across both error and service monitoring. It also has a low overhead and offers fast time to value and ROI. The company now proactively monitors uptime metrics to ensure stable apps and the health of services used by the app including booking, loyalty, e-commerce, reservations, and group code. The company also plans to implement Apteligent’s breadcrumbs to accelerate the troubleshooting process and connect an obfuscated user ID to their CRM to provide intelligent customer support when users run into issues.
Operational Impact
