Case Study: IHG (InterContinental Hotels Group) achieves 34% increase in Customer Experience Satisfaction within 3 months with Tenfold

IHG Increases Customer Experience Satisfaction by 34% Within 3 Months of Using Tenfold

InterContinental Hotels Group (IHG), the world’s largest hotel company with more than 5,000 hotels, struggled with its Warm Team spending excessive time locating contacts and cases in Salesforce and manually creating or logging calls while using Avaya Communication Manager. Tenfold provided an out-of-the-box integration that links Avaya with Salesforce to surface caller and case context instantly.

Tenfold’s solution let IHG instantly recognize callers, view related open cases, auto-log calls, and create new Salesforce cases with a single click, and the integration was completed in minutes. The result was a 34% increase in Customer Experience Satisfaction within three months, an average savings of 75 seconds per call, and 1,009 hours (42 work days) saved annually, enabling faster case resolution and improved guest service.

IHG

Craig Murphy

IHG