Case Study: Accor achieves unified customer support and sales processes with BayBridgeDigital

Accor unifies support across 4 entities with BayBridgeDigital

BayBridgeDigital was engaged by Accor, a major hospitality group, to address the challenge of unifying sales and customer service processes across its four distinct entities: TELDAR, HCORPO, INFINTE, and MILES ATTACK. Each entity required specific CRM and Service environments with dedicated data and processes, creating a need for a consolidated operational approach.

BayBridgeDigital implemented a flexible and customized solution that created a single, aggregated view of all customer information. This included dematerializing sales activity, automating low-value tasks, and deploying a new customer support platform for all Accor brands. The solution enabled efficient management of support channels, automated assignment and qualification of requests, and improved monitoring of SLAs and customer engagement.

Accor