Inspire Technologies GmbH
Wir machen kurzen Prozess!
 
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dg hyparchive portal extension dg hyparchive portal extension Emons Spedition GmbH
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Resourcing platform & invoice processing Resourcing platform & invoice processing GFT Technologies AG
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Central Business Process Management for the Globus-stores Central Business Process Management for the Globus-stores Globus Fachmärkte GmbH & Co. KG
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Process management with EPflow Process management with EPflow Soapland GmbH & Co. OHG
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INSPIRE Referenz Header

Efficient data for Best Western with Business Process Management

Best Western is the largest hotel chain in the world. The chain decided to implement a BPM system to ensure that important in-house surveys from over 200 partner hotels in Germany and Luxembourg were handled as quickly and efficiently as possible. The company wanted a modern IT structure that met its own specific requirements so it could maintain its leading position in the tourism sector.

The Best Western international hotel chain brings together 4,200 independent hotels in more than 90 countries under one brand name, making it one of the largest hotel chains in the world. Acting as a service partner, Best Western aims to improve the commercial success of its partner hotels and make them more competitive. Best Western Hotels, Deutschland GmbH owns more than 200 hotels in Germany and Luxembourg. In 2014, they generated total revenues of 680 million Euros.

In-house surveys conducted by Best Western Hotels Deutschland GmbH, which is based in Eschborn, Germany, collected important marketing and strategic information from its partner hotels. The results of these surveys will be used, for example, in putting together websites or creating flyers and catalogs so that their customers can make offers that target specific groups. Other areas in which this data is used include questionnaires about program participants and special sales campaigns conducted by the central service office. It is essential that the group's Head Office receives the information it requests from its associated hotels as quickly and easily as possible, without having to expend extra manual effort.

As more and more hotels become part of Best Western Hotels Deutschland, its existing methods of handling information are proving inadequate. The existing solution was not able to query all of the data from all the hotels and save it in such a way that the system could react to new requirements quickly and flexibly. The old system also lacked a Process Management Process with modern functions such as modeling in the standard BPMN 2.0 system and automation, or the simple integration of existing systems, task lists, e-mail reminders, process monitoring and the like. The team responsible for surveys at Best Western even had trouble tracking down which hotel had supplied the requested data, and which hotel had to be reminded to do so.

For this reason, the decision to upgrade to a more capable system was quickly arrived at. As a result, a consultancy firm was engaged to conduct a feasibility study, and this came up with three possible systems that were able to handle these increased demands. "We looked closely at these systems after the feasibility study and had them run test process tasks. In the end we decided upon BPM inspire from Inspire Technologies as the right way to a new solution," stated Dirk Osse, Director of Reservations and Web Technology.

With the help of Inspire Technologies, Best Western Hotels Deutschland GmbH now has an excellent, extremely capable system for handling its daily workflow. Many tasks now run almost entirely automatically. These include, for example, sending reminder e-mails, escalations, substitution rules or data exchange with existing systems or Media Asset Management (MAM). "BPM inspire has helped us drastically reduce the manual effort from our side," confirmed Dirk Osse. Plans for extending the current system by adding yet more functions and process upgrades are already under way. By doing this, the group aims to make improvements in usability, and support the hotels even more effectively by optimizing processes. The Best Western group also intends to continue its cooperation with Inspire Technologies and implement more processes next year.

The tourism industry offers a wealth of potential: this could be in handling complaints and claims, processing mail and invoices, contract management, CRM and customer management or even using automated BI & BPM data in processes, for example, to optimize workloads or direct campaigns. Only by implementing a central process management system and using multi-purpose solutions can companies equip themselves for sustainable growth and a successful future.
 
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