Case Study: Starwood Hotels & Resorts Worldwide achieves personalized guest experiences with IBM Operational Decision Manager

Improving customer engagement using IBM Operational Decision Management software

Starwood Hotels and Resorts Worldwide, Inc. faced a challenge in offering its guests a personalized experience, as its booking system could not effectively handle or track specific room preference requests from customers. To address this, the company turned to vendor IBM and its IBM Operational Decision Manager software to transform its booking process.

The IBM solution enabled Starwood to create a rules-based system for customers to select room location and features during booking. This allowed the company to successfully meet at least one customer preference for 80% of guest stays globally, greatly increased customer satisfaction by speeding up check-ins, and empowered non-technical staff to easily manage business rules.

Starwood Hotels and Resorts Worldwide, Inc

Josh Foure

Director of Enterprise Application Architecture