Case Study: World's Leading Multi-Brand Hotel Chain boosts revenue by USD 6 Million with WNS Sales Center of Excellence

A Leading Global Hotel Chain Augments Revenue by USD 6 Million with WNS' Sales Center of Excellence

World's Leading Multi-Brand Hotel Chain, a leading global hotel chain, was facing falling occupancy rates that were hurting revenue. The company’s customer acquisition efforts were overly concentrated on the online channel, so it turned to WNS and its Sales Center of Excellence (CoE) framework to build a stronger offline sales strategy and improve revenue generation.

WNS implemented a mix of analytics, automation, real-time performance management, and customer service support to rebalance the sales portfolio and boost conversions. As a result, the hotel chain generated more than USD 6 million in additional annualized monthly revenue, improved sales conversion by around 18%, lifted revenue by approximately 150% in the next quarter, and increased C-SAT by 700 basis points.