Case Study: Leading Global Hotel Chain achieves 28% revenue growth with WNS analytics-led direct channel solution

Co-Creation Helps Achieve 28% Revenue Growth Through Direct Channel Using Analytics

The Leading Global Hotel Chain was struggling to increase bookings through its direct channels instead of costly online travel agencies, while also figuring out which customers to target and how to trigger direct bookings. WNS helped the hotel chain address this challenge using an analytics-led predictive model and direct-channel marketing solution.

WNS built a sophisticated propensity model using past transaction data and more than 200 variables to identify customers most likely to book directly, personalize offers, and plan room inventory for expected demand. The solution drove about USD 5 million in incremental revenue, an 11% lift in direct bookings, 28% revenue growth, and roughly USD 773,000 in savings from lower distribution commissions, including 94,000 direct bookings in a single campaign.