Case Study: InterContinental Hotels Group drives 9,000+ in-app customer conversations and doubles bookings with Alchemer Mobile

In-app Communication Helped IHG Build Relationships With Loyal Customers

InterContinental Hotels Group (IHG), a global hospitality company with nine hotel chains and 4,800 hotels across 100 countries, needed a way to build relationships with guests on their preferred channel because customers could not contact the brand through the mobile app. To address this gap, IHG partnered with Alchemer and deployed Alchemer Mobile’s Message Center (formerly Apptentive) to add an in‑app communication channel.

Using Alchemer Mobile’s Message Center, IHG powered over 9,000 mobile customer conversations, enabling fast issue resolution (one guest’s problem was handled within an hour) and delivering daily customer insight to guide action. The Alchemer solution helped IHG close feedback loops at scale, improve service recovery and guest satisfaction, and support a doubling of in‑app bookings year over year.

InterContinental Hotels Group

Bill Keen

Director of Mobile Solutions