Case Study: a British multinational hotel chain boosts loyalty bookings and ROI with EPAM Systems

Boosting Roi by Providing Booking Flexibility for Loyal Hotel Guests

The customer, a British multinational hotel, faced a challenge with its rigid booking system, which lacked the flexibility for guests to combine points and cash for payments. This complexity discouraged customers from using their loyalty rewards, leading to lost revenue. The hotel engaged EPAM Systems to re-engineer its points and cash loyalty program from end to end.

EPAM Systems delivered a comprehensive solution by refactoring the back-end pricing engine and booking workflows, enabling dynamic points and cash pricing based on hotel and stay details. The new system also allowed for targeted discounts and the ability to purchase points. The results were significant, including a 55.9% increase in points and cash bookings and a 39.6% increase in revenue from such bookings, leading to a projected 760% ROI for the client.