Case Study: citizenM streamlines Marriott integration and boosts team confidence with HowNow

CitizenM cuts onboarding from 40+ hours to 5.5 with HowNow

The customer, citizenM, a global hotel brand, faced a significant challenge when integrating its 35 hotels into the Marriott ecosystem. With lean teams and a tight three-month timeline, there was high anxiety about the steep learning curve for new systems, potential service inconsistencies, and operational disruption. To address this, citizenM partnered with HowNow to implement a structured learning solution.

HowNow provided a blended learning program called "BONboarding," which delivered targeted, role-relevant training. This reduced the required training time from over 40 hours to just 5.5 hours per employee. The solution resulted in a remarkably smooth transition, with all 35 hotels successfully integrated within two days. HowNow's platform led to record-high engagement, improved staff confidence and morale, and maintained operational efficiency throughout the process.

CitizenM