Radisson Hotel Group Relies on Freshworks to Delight its Distributed Workforce with Exceptional IT Service
October 06 2021 - 8:00AM
Freshworks Inc. (NASDAQ: FRSH), a leading software company
empowering businesses to delight their customers and employees, has
helped Radisson Hotel Group improve IT efficiencies and increase
response time within its distributed workforce, by using the IT
service management (ITSM) solution Freshservice®.
With nine distinctive brands and more than 1,600
hotels in operation and under development, Radisson Hotel Group is
one of the largest hotel chains in the world. As part of its
strategic five-year plan, the company is undertaking a digital
transformation, in which a number of key functions are being
unified in centres of excellence. One of those centres of
excellence focuses on revenue management. The Revenue Systems Hub
for the 560 EMEA hotels in operation is located in Madrid and
selected Freshservice to manage the team's workflow more
efficiently.
As the hospitality industry worldwide
collectively adapted to mitigate the effects of the pandemic,
Radisson Hotel Group’s EMEA revenue management team was forced to
quickly adapt their IT infrastructure to handle a nearly 100%
remote workforce while they continue to provide their customers
with an omnichannel information across third party hotel booking
sites, their call center and website.
Benjamin Muratet, vice president of
RevTech and Distribution at Radisson Hotel Group
said, “Multiple IT systems are involved in optimizing the
price and occupancy of hotels by presenting the right price to the
right customer at the right time and through the right channel. My
team receives forty to fifty service requests per day – from
simple applications to technically complex challenges. We selected
Freshservice to gain more real-time insight into the IT workload
and also to better distribute the work.”
The ease and automation of Freshservice enabled
the Radisson Hotel Group team to view information in a structured
and more complete manner, eliminating the need for emails and
massively helped to reduce the turnaround time for employee service
requests.
“Radisson Hotel Group’s use of Freshworks
technology is the embodiment of our ‘Delight made easy’ vision,”
said Prakash Ramamurthy, chief product officer
of Freshworks. “The ease of use and flexibility of
our products, right-sized to a customer's unique situation, is what
we do best.”
Benjamin Muratet concludes,
“The emphasis is now on efficiency, even more than it was before.
In addition, the team is working partially from the office as well
as from home. If you want to organise the work well, transparency
and structure is a prerequisite. Freshservice helps deliver that
transparency. Our face-to-face work meetings are now used for
strategic discussions, rather than to distribute the workload,
which we now do in Freshservice.”
Learn more about how Radisson Hotel Group
partners with Freshworks by reading the case study.
About Freshworks
Freshworks makes it fast and easy for businesses
to delight their customers and employees. We do this by taking a
fresh approach to building and delivering software that is
affordable, quick to implement, and designed for the end user.
Headquartered in San Mateo, California, Freshworks has a dedicated
team operating from 13 global offices to serve 50,000+ customers
including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna,
Multichoice, OfficeMax, TaylorMade and Vice Media. For more
information visit www.freshworks.com.
© 2021 Freshworks Inc. All rights reserved.
Freshworks, Freshservice and the associated logos are trademarks or
registered trademarks of Freshworks Inc. All other company, brand
and product names may be trademarks or registered trademarks of
their respective companies.
About Radisson Hotel Group
Radisson Hotel Group is one of the world's
largest hotel groups with nine distinctive hotel brands, and more
than 1,600 hotels in operation and under development in 120
countries. The Group’s overarching brand promise is Every
Moment Matters with a signature Yes I Can! service
ethos.
The Radisson Hotel Group portfolio includes
Radisson Collection, Radisson Blu, Radisson, Radisson RED, Radisson
Individuals, Park Plaza, Park Inn by Radisson, Country Inn &
Suites by Radisson, and prizeotel brought together under
one commercial umbrella brand Radisson Hotels.
More than 100,000 team members work at Radisson
Hotel Group and at the hotels licensed to operate in its
systems. For more information, visit our corporate
website. Or connect with Radisson Hotels
on: LinkedIn, Instagram, Twitter, Facebook,
YouTube.
Media contact:
Abigail Watts
pr@freshworks.com
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