Case Study: InterContinental Cleveland achieves streamlined guest services and higher guest satisfaction with Medallia Concierge

InterContinental Cleveland Integrates Text Messaging to Streamline Guest Services

InterContinental Cleveland sought a faster, more convenient way for guests to request services and reduce front-desk lines and inbound calls. To meet that need they deployed Medallia Concierge’s Zingle guest messaging platform, giving guests the ability to text requests, receive automated welcome messages, and use instant translation for non-English speakers.

Medallia Concierge integrated Zingle with the hotel’s Oracle Opera PMS and Amadeus HotSOS so texts auto-route to the right department and create HotSOS tickets, removing manual steps. The solution saved staff hours, reduced errors and missed requests, improved operational efficiency, and helped lift guest satisfaction—guests frequently mention the prompt texting service in positive TripAdvisor reviews.

InterContinental Cleveland

Roland Ivy

PBX/Instant Service Manager