Digital Sales and Servicing

For the modern hospitality industry, the guest experience is driven by personalization and seamlessness of service across touchpoints. Emerging technologies such as AI, chatbots, IoT, etc. are enabling the industry to get a deeper understanding of the needs of their guests and provide services that are a perfect fit. 

Coforge suite of ‘Emotionally, Empathetic Experience’ offerings enables hotels to provide their guests with a hyper-personalized experience at every customer touchpoint thus bringing in a positive business impact along with improved brand perception. 

Coforge has helped several existing customers to transform their Mobile website into an App, provided an enhanced customer experience by offering self-service capabilities, and providing a secure and seamless experience to the users. This had helped the client to boost their sales by improvising their service standards.  

Also, Coforge by virtue of its extensive migration experience for a multitude of travel clients provided a smooth transition from on-premise ecosystem to cloud within strict timelines. For instance, a client was looking for an experienced IT Transformation partner who could help them to stay competitive and increase the revenue from their e-commerce channel. They wanted an agile, scalable, and cost-effective solution to increase their user bookings by 20%. The physical on-premise systems were proving to be bottlenecks and preventing them to scale with agility. Also, the client had a strategic need to consolidate their regional individual portals and make brand consolidation and communication more uniform and consistent. The client engaged Coforge to leverage the latest technologies and enable them in this  Transformation.  

Coforge focuses on both digital & emerging technologies to deliver an Emotionally Empathetic Experience:

• Digital commerce enablement through development & integration of Websites & Mobile applications 
• CRM - customer experience management consisting of loyalty, campaign management, complaint management, social media management, and feedback management 
• Social Media Management - Manage social communications with guests and track guest’s social media handles for Facebook, Twitter, etc. 
• User Management - Customer Insight, persona mapped to Customer Journey 
• Guest Profile Management- Manage & Track Guest preferences, manage guest profiles