Case Study: Hilton Worldwide saves 55 working days and $71,645 annually with Conga Composer (Conga)

Hilton Worldwide Saves 55 Working Days Annually Using Conga Composer to Create Trip Itineraries

Hilton Worldwide, a global hospitality leader, faced a time-consuming challenge for its Owners Access concierge team: agents manually assembled highly personalized trip itineraries (about four per day) from data scattered across multiple systems and saved them as Word files on local machines. The process took about 75 minutes per itinerary, produced inconsistent branding and formatting, and made recreating lost itineraries difficult.

Hilton engaged Appirio to build a Visualforce-driven workflow that uses Conga Composer to merge Salesforce and proprietary system data into standardized Word templates with a single click; agents then download and add personal notes before sending. The change cut itinerary creation to 15 minutes, saving roughly 1,322 hours (55 working days) and $71,645 annually with a 12-day payback, while delivering consistent, professional itineraries, easier retrieval, and additional automation such as one-page dossiers.

Hilton WorldWide

Paul Martin

Director of Global Owner Data Platform