Wyndham books faster with Data Cloud, increasing revenue per agent.

Wyndham Hotels & Resorts is the largest hotel franchisor in the world with over 25 brands and 9,200 locations in big cities and small towns alike, making travel possible for all.

Siloed guest data kept agents from personalising bookings.

In the highly competitive hospitality industry, personalised guest experiences can be the difference between building loyalty and losing customers. Prefer a first floor room? Need an early wake up call? The hotel should already know. 

But to deliver those personalised experiences, Wyndham needed to unlock fragmented data between each property and the corporate call centre for a single view of customers across the business. 

This meant unifying profiles for over 165 million guest records, many of which were duplicates across data sources like Amazon Redshift and Sabre (bookings); Tally (loyalty); and Sales Cloud, Marketing Cloud and Service Cloud (CRM). Manually searching these systems across 400 million bookings each year increased Wyndham’s average handle times (AHT), which affected customer satisfaction and direct bookings.

Agents improve guest booking with Data Cloud, growing business for owners. 

MuleSoft helps Wyndham build integrations with its booking and loyalty systems, allowing a seamless flow of information to Data Cloud. This makes it easier for Wyndham to expand the infrastructure for new hotel owners, accelerating their onboarding and growth. 

Wyndham now uses Data Cloud to bridge the gap between individual hotels and its call centre by harmonising booking, loyalty and CRM data — creating seamless, end-to-end customer journeys. Agents can personalise booking experiences based on guests’ stay history and loyalty status — like noting past requests for an accessible room or celebrating their approach to a new loyalty tier — generating more business for property owners. Integrations with systems like Tally, Wyndham’s loyalty platform, also allow agents to easily enrol guests in Wyndham Rewards directly from Salesforce.

Wyndham agents then take personalisation a step further with recommended chat replies from Einstein Service AI when guests need help. AI-generated responses like “How can I assist with modifying your booking?” help agents reply faster by automatically analysing the conversation and available account data. Agents can edit or share the replies in one click, reducing AHT by about 90 seconds. This means agents can complete bookings faster, which improves both customer satisfaction and revenue contribution per agent. Wyndham estimates these productivity gains delivered by Einstein Service Replies will even help maintain its customer satisfaction (CSAT) and decrease call resolution time by a projected 35% — without increasing staff. 

“Einstein has significantly elevated the overall guest experience and increased efficiency by generating recommendations on chat, drafting email responses and delivering knowledge articles with a level of speed we haven’t seen before,” said Scott Strickland, Chief Commercial Officer 

By decreasing call centre times and personalising the direct booking experience, Wyndham motivates customers to call its contact centre instead of using third-party booking sites. Now, Wyndham can avoid commissions and build a direct relationship with the guest.

Owners track hotel performance with Tableau.

Wyndham owners stay connected through an online community built on Experience Cloud. Embedded Tableau dashboards provide metrics like revenue per available room (RevPAR), average daily rate (ADR) and occupancy on each hotel at both a property and corporate level. Fed by Salesforce, Amazon Redshift and AWS data, the dashboards even provide next steps for owners based on the data like upgrading furniture, conducting maintenance or modifying pricing. 

With Salesforce, Wyndham now has a single source of truth that drives action to personalise guest experiences at scale. Data Cloud integrates and enhances Wyndham’s existing investments in Marketing Cloud, Service Cloud and third-party applications. With Data Cloud and AI in the same platform, Wyndham can fully act on its data without building manual connections to Service Cloud or building complex data cleansing and harmonisation pipelines.