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NIIT Technologies Hotel Process Transformation
Reduced number of Complaints by about 50%
Turn Around Time reduced by 90-99% resulting in increased CSAT
Reduction in Average Call Time by 33% & Call Abandonment by 80%
Average Speed of Answer reduced by 80%
Emails processed per login hour gone up
The hotel industry is experiencing heightened competition
that has brought a transformational shift in the way hotel
businesses are managed today. Two key manifestations of
this shift are industry consolidation & adoption of
"Asset-light" strategy by hotel companies. Inorganic
growth and asset-light approach pose risk to the
consistency in customer service levels & quality across
geographies and various constituent companies. NIIT
Technologies BPO resources enables delivery of high
quality & uniform customer service reflecting the brand
proposition of the parent company.
Hotels that do not consolidate or merge with other
organizations can only stay competitive if they are able to
optimize their operational costs. NIIT can assist such hotel
companies by managing their front office and back office
operations in a standardized, centralized set-up that is
lower in cost and scalable.
Business Challenge
Increased competition & customer exposure to global standards
in service, putting pressures on service demands & pricing
Spiraling operational costs
Lack of customer service standardization across the Hotels
company portfolio
Ineffective quality control
Travel, Transportation, and Logistics
Lack of economies of scale in front office & back office
operations and analytics support
Legacy-prone processes designed and managed at the property
level lack the agility and flexibility required by Hotel companies today
Business Solutions
NIIT Technologies can offer solutions to the above noted industry
challenges you may be experiencing. We can help you in transforming
three key areas in your operational value chain: Customer
Relationship Management, Back Office Services and Analytics:
Customer Relationship Management
Customer Service has become the key differentiator in retention &
enhancement of pricing power, and loyalty strategies. We are able
to offer you high quality & consistent customer service at lower
costs with greater measurability & accountability (through our
proprietary tools & metrics).
Back Office Services
Our centralized Transaction processing services can help to lower the
total cost of ownership of your back-office through standardization,
creation of economies of scale & labor arbitrage. All this, while enhancing
process control & agility, & reducing credit risk.
Analytics
Our dedicated analytics division can assist you in better
understanding of your customers, your competitors & their
customers and provide your organization actionable insights to
enable you to attract, retain & grow your customer base.
 rates along with providing Property Management Services
Service offerings for Hotels
(PMS). We also provide support services which include
NIIT provides end-to-end Business Process Outsourcing & Finance & Accounting services, Internal Helpdesk and HR
Transformation solutions for the Hotel industry focusing on and Payroll services for the Hotel groups. Some of key
providing Enhanced Guest experience. Our portfolio of services which cut across Hotel Pre Stay, Stay and Post
services ranges from providing Hotel Pre-Stay services Stay Services include Customer relationship management
including marketing & Promotions, Reservation through all services which include web response Management,
distribution channels, CRS services, Transportation Analytics and Reporting. We also provide Loyalty
services. Our Hotel Stay services include payments and Management Services as well.

PRE-STAY STAY Support Services

Marketing & Promotions
Property Management
Contracts Management
System (PMS) Finance & Admin
Pricing & Tariff Corporate
Commission Settlement
Distribution Channels CRS
Content Payment & Rates Back Office Internal Helpdesk
Travel Agency
Management
Taxes Discounts Customer Profile Management
Call Centre Reservations
Amendments Per night/per stay Per person/per room Reservation & Vouchers HR & Payroll
TMC
/Changes Inclusive/Exclusive
Travel Portals of Supplementary items Rate & Tariff Management
Cancel/Refunds
GDS Account Payables/
Account Receivables
Hotel Website Transportation

Customer Relationship Management Loyalty Management System

Front
Back Office Alliances
Office Billing Reconcillation Marketing & Advertising Enroll
Airlines Retail Chains
Accumulate Hotel Chains Car Rentals
Business Reporting Analytics
Relationship
Redeem Travel Insurance Travel Agents
Management
Web Response Management

PRE-STAY STAY PRE-STAY

ensure efficient, scalable, secure and robust solutions that

Business Benefits
are tailored to the needs of our clients.
Reduced number of Complaints by about 50%
Deep Travel Domain expertise with best practices
Turn around Time reduced by 90-99% resulting in
formulated over the years that brings about enhanced
increased CSAT.
customer experience, optimum productivity and efficiency
Reduction in Call Abandonment by 80%
leading to high revenue for the airline.
Reduction in Average Call Time by 33%
NIIT is one of a handful of companies in the world to have
Average Speed of Answer reduced by 80%
achieved SEI CMM Level 5 assessment. NIIT has also
Emails processed per login hour gone up with increase in
earned ISO 27001 & ISO 9001, SAS70 (Type II) examined
the work volume (Emails processed) without any increase
and COPC Certified v4.0 signifying that our processes
in FTE count
meet world class quality standards.
De duping TAT has reduced by 50-75% post process
streamlining World class IT and telecom infrastructure to meet the
stringent requirements of mission critical process
NIIT has developed online tools and platforms to drive
NIIT Technologies Advantage business intelligence, consistency and standardization for
NIIT Technologies has gained extensive competence and a multi lingual and multi location environment
experience in the TTL business by working with leading NIIT Technologies Limited was Ranked #1 in the Travel
airlines, airports, travel distribution and logistics companies. Sector by the Black Book of Outsourcing thrice in a row in
Our technology expertise and business understanding 2008, 2009 and 2010.

Partner with NIIT Technologies to align your IT goals with your business objectives
A global IT sourcing organization | 21 locations and 14 countries | 7000+ professionals | Level 5 of SEI-CMMi, ver1.2
ISO 27001 certified | Level 5 of People CMM Framework

India Americas Europe Singapore

NIIT Technologies Ltd. NIIT Technologies Inc., NIIT Technologies Limited NIIT Technologies Pte. Limited
Corporate Heights (Tapasya) 1050 Crown Pointe Parkway 2nd Floor, 47 Mark Lane 31 Kaki Bukit Road 3
Plot No. 5, EFGH, Sector 126 5th Floor, Atlanta, GA 30338, USA London - EC3R 7QQ, U.K. #05-13 Techlink
Noida-Greater Noida Expressway Ph: +1 (770) 551 9494 Ph: +44 (0) 20 70020700 Singapore 417818
A_60_050712

Noida 201301, U.P., India Toll Free: +1 (888) 454 NIIT Fax: +44 (0) 20 70020701 Ph: +65 68488300
Ph: +91 1 120 399 9555 Fax: +1 (770) 551 9229 Fax: +65 68488322
Fax: +91 1 120 399 9150
Write to us at marketing@niit-tech.com www.niit-tech.com