Case Study: InterContinental Hotels Group achieves global HR transformation and 95% user satisfaction with Workday

InterContinental Hotels Group - Customer Case Study

InterContinental Hotels Group (IHG) is a global hospitality company with nearly 5,100 hotels, more than 750,000 guest rooms, almost 99 million loyalty members and over 350,000 employees worldwide. IHG faced outdated, fragmented back‑office HR systems across regions—running ten different HR systems—resulting in limited manager and employee self‑service, heavy reliance on HR, and time‑consuming manual processes.

IHG implemented Workday Human Capital Management on a cloud SaaS model to create one global HR service and modernize processes. The change delivered 95% user satisfaction, requisitions cut from 1 day to 3 minutes, compensation changes from 2 days to 2 hours, report creation from 1 week to 1 minute, 100% improvement in asset provisioning and onboarding, 44% faster support handling, 99.9% transaction accuracy, centralized auditing, and more than 85% of HR transactions processed via self‑service.

InterContinental Hotels Group

Faye Frater

SVP HR Services, Planning & Analytics