SAN MATEO, California and LONDON, October 6, 2021 (GLOBE NEWSWIRE) – Freshworks Inc. (NASDAQ: FRSH), a leading software company that enables businesses to delight their customers and employees, has helped Radisson Hotel Group improve IT efficiency and increase response time among its workforce. distributed work, using the IT Service Management (ITSM) solution. Fresh service®.
With nine distinctive brands and more than 1,600 hotels in operation and development, Radisson Hotel Group is one of the largest hotel chains in the world. As part of its five-year strategic plan, the company is embarking on a digital transformation, in which a number of key functions are unified in centers of excellence. One of these centers of excellence focuses on revenue management. The Revenue Systems Hub for the 560 operating EMEA hotels is located in Madrid and has selected Freshservice to manage the team’s workflow more efficiently.
As the hospitality industry around the world collectively adapted to mitigate the effects of the pandemic, Radisson Hotel Group’s EMEA revenue management team was forced to rapidly adapt its IT infrastructure to manage a workforce. operates nearly 100% remotely while continuing to provide omnichannel information to its customers through third-party hotel reservation sites, their call centers and website.
Benjamin Muratet, Vice-President RevTech and Distribution at Radisson Hotel Group noted, “Multiple IT systems are involved in optimizing hotel price and occupancy 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 requests to technically complex challenges. We selected Freshservice to get more real-time information on IT workload and also to better distribute the work.
The ease and automation of Freshservice allowed the Radisson Hotel Group team to visualize information in a structured and more complete way, eliminating the need for emails and significantly contributed to reducing the turnaround time for requests. employee service.
“Radisson Hotel Group’s use of Freshworks technology is the embodiment of our ‘Delight made easy’ vision,” said Prakash Ramamurthy, Product Manager by Freshworks. “The ease of use and flexibility of our products, tailored to a customer’s unique situation, is what we do best. “
Benjamin Muratet concludes: “The focus is now on efficiency, even more than before. In addition, the team works partly from the office as well as from home. If you want to organize the work well, transparency and structure are a prerequisite. Freshservice helps provide this transparency. Our face-to-face business meetings are now used for strategic discussions, rather than to distribute the workload, which is what we now do in Freshservice. “
Find out how Radisson Hotel Group is partnering with Freshworks by reading the case study.
Freshworks makes it easy for businesses to delight their customers and employees quickly and easily. We do this by taking a new approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Based in San Mateo, California, Freshworks has a dedicated team operating from 13 global offices to serve more than 50,000 customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For more information, visit www.freshworks.com.
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About the Radisson hotel group
Radisson Hotel Group is one of the largest hotel groups in the world with nine distinct hotel brands and more than 1,600 hotels in operation and in development in 120 countries. The Group’s global brand promise is Every Moment Matters with a Yes I Can signature! service ethics.
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 under a single Radisson Hotels commercial umbrella brand.
Over 100,000 team members work at Radisson Hotel Group and hotels licensed to operate in its systems. For more information, visit our Company Website. Or connect with Radisson Hotels on: LinkedIn, Instagram, Twitter, Facebook, Youtube.