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InterContinental Hotels Group PLC | | |
InterContinental Hotels Group (IHG) is the world's most global hotel company and the largest by number of rooms. The Group has more than 3,500 owned, leased, managed, and franchised hotels and approximately 535,000 guest rooms across nearly 100 countries and territories. After 9/11 and the resulting downturn in the hotel and hospitality business, the company focused on cutting costs.
IHG's two main challenges included the need to:
- cut spending 33% for three types of support services: Help desk (call-in support), Desk (on-site), and Server (technical, back-end and maintenance)
- improve end-user satisfaction.
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To meet IHG's challenges, Xerox devised a strategy to:
- use Lean Six Sigma methodology to establish the current state of the system, identify root causes for high costs, and provide a fact-based business case to justify future investments
- solve more problems at the Help desk after analysis showed Desk support cost 80% more per ticket
- implement remote control technology to close more tickets at the Help desk
- update and standardize operating systems to reduce ticket volume by 10%
- move account administration off-site
- eliminate duplication of effort between vendors.
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The Xerox solution produced the following benefits for IHG:
- reduced costs by $1.2 million (US) in the first year and $1.4 million (US) in the second year
- increased the help desk closure rate from 59% to 75%
- reduced the average problem fix time from 13 hours to 6 hours
- improved end-user satisfaction and service.
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