Case Study: Leading Hotel Chain achieves 28% revenue growth with WNS analytics-driven direct booking solution

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

Leading Hotel Chain wanted to increase bookings through its direct channels instead of relying on OTAs, where commissions can take 15–30% of revenue. The challenge was understanding which customers were most likely to book directly, what would motivate them, and how to ensure enough room inventory to support the shift.

WNS built an analytics-based propensity model using more than 200 variables from past customer data to identify high-potential segments, personalize offers, and forecast demand for direct bookings. WNS helped the hotel chain achieve about USD 5 million in incremental revenue, 11% more direct channel bookings, 28% revenue growth, and roughly USD 773,000 in commission savings.