Wyndham offers convenient self-service for franchisees with Agentforce

Phone-based support for busy owners

Wyndham Hotels & Resorts is one of the world's largest hotel franchising companies, supporting approximately 8,400 independently owned properties across their portfolio of brands. 

“Our franchise owners deliver the Wyndham experience to guests every day,” said Janesh Patel, SVP, Global Contact Center and Franchise System Support. “They’re the face of our brands to guests, so we work closely with them to help keep their properties running smoothly.” 

When owners needed help with tasks like resetting a password or resolving a reservation issue, they had to call the contact center for assistance. Although these questions were straightforward, answering them took time away from both owners and reps.

A one-stop shop for owner support

To make it fast and easy for franchise owners to find answers and get help, Wyndham launched agentic support powered by Agentforce in Wyndham Community, their online owner portal.

After logging in, owners can start a chat and type their questions in natural language, just as they would speak to a support rep by phone. Owners can ask billing-related questions, get help with property management questions, or ask how to complete a task in their property management system. They can also troubleshoot a reservation issue or find guidance on brand standards. Agentforce provides accurate, conversational answers immediately, no phone call or hold time required.

If an owner's request requires more in-depth support — such as managing a property improvement plan or exploring a new promotional program — Agentforce routes the inquiry to a service rep through Agentforce Service. The rep receives the full conversation history, so the owner doesn't have to repeat anything.

“Our goal is to make this painless,” said Patel. “Fast answers, quick resolutions, get our franchisees back to doing what they’re best at in less time.”

Agentforce isn't the only tool available in Wyndham Community. Built on Experience Cloud, the portal also gives owners access to Tableau dashboards that display live metrics such as occupancy, average daily rate, and revenue per available room. By combining support, analytics, and operational tools in one place, Wyndham Community makes it fast, easy, and convenient for owners to manage and grow their businesses.

Answers grounded in trusted data

Behind every data-driven Agentforce answer is a system of context powered by Data 360.

Data 360 brings together both knowledge and operational data from across Wyndham’s tech stack. Salesforce Knowledge and Box provide support articles, brand standards, and training materials, which are made available to Agentforce through Data 360 data libraries and prebuilt connectors. 

Oracle Opera and SynXis provide operational context related to property management and reservations. MuleSoft streams this information into Data 360, where it can be used to ground Agentforce responses.

For billing-related questions, Agentforce uses a combination architecture that calls into AWS Redshift through an AWS model context protocol (MCP) server. This enables Agentforce to retrieve invoice data in real time and answer franchise owners' questions about their invoices with the latest available information.

Wyndham is also extending support to additional property management systems and technologies while simplifying how knowledge content is accessed. An upcoming Box integration will allow Agentforce to reference content directly from Box rather than relying on duplicate copies, making it easier to expand and maintain the knowledge base over time.

More answers without more calls

“What we love about Agentforce is how it’s given franchise owners a new way to get help without picking up the phone,” said Michael Mahar, SVP, Head of Commercial Technology, Loyalty & Digital Products. 

Today, Agentforce handles 100 conversations per day, autonomously resolving 20% of franchisee inquiries and contributing to a 25% reduction in contact center call volume. As owners increasingly turn to the agent for routine support, service teams can spend more time helping with complex requests.

Wyndham is now building on that foundation with a growing portfolio of specialized AI agents. Planned deployments include a property onboarding agent that helps new owners submit documents, upload images, and manage property improvement plans, along with a franchisee billing agent that gives owners quick, secure access to billing and invoice information. They also plan to extend the franchisee agent to WhatsApp and proactively notify owners about system outages through text or chat, helping owners stay informed while further reducing support calls.

Why Wyndham chose Salesforce

One agent, many possibilities

Agentforce allowed Wyndham to start with a focused use case and expand over time. As owner needs evolve, they can add new data sources, support additional technologies, and launch new agents without rebuilding the underlying experience or significantly increasing IT overhead.

Salesforce’s Agentic Enterprise Architecture

Because Experience Cloud, Agentforce, and Data 360 work together on the same architecture, Wyndham could enhance their owner portal with AI while grounding responses in real-time business data – all with one unified platform. Data 360 harmonizes information from first- and third-party sources, giving Agentforce the context needed to deliver accurate, relevant answers.

Trusted partnership

Salesforce consulting partner PwC helped architect Wyndham's long-term AI strategy by connecting Agentforce, Data 360, MuleSoft, and AWS into a scalable foundation. With this architecture now in place, PwC continues to support Wyndham’s long-term AI roadmap with new agents for property onboarding, brand operations, and additional owner services.