CASE STUDIES
Radisson enhanced customer journeys.
Radisson Hotel Group unified its data into a “OneMDM” hub to use trusted, comprehensive views for better business and guest services, streamlined operational processes, and improved insights.
“When I joined Radisson Hotel Group our data was siloed across multiple different systems, and each system was managed by a different master data application, which created inconsistency.”
JONATHAN GENAH,
VP of Information Management and Enterprise Integration Center of Excellence
Incomplete view of hotels, locations,
and customers.
“When I joined Radisson Hotel Group, there was no master data management solution. All of our data was siloed across multiple different systems, and each system was managed by a different master data application, which created inconsistency,” commented Jonathan Genah, VP of Information Management and Enterprise Integration Center of Excellence at Radisson Hotel Group. Other additional complexities included no clear processes, and business functions were using different data sets with no single source of truth.
Radisson Hotel Group encountered challenges to create a golden record for every customer. Disconnected data compromised data quality and led to process slowdowns, also making it difficult to offer the best possible customer and guest experiences. Other complications were related to the lack of ownership for each domain regarding governance and the master record itself. In addition to operational inefficiencies, this caused a lack of trust in the data and increased manual work.
Hospitality architecture is complex and composable—and the consistency of the application master data in each application is critical. The team determined they would need a data unification and management platform to master and best use their data.
Why Radisson chose Reltio.
With over 1,300 hotels, Radisson Hotel Group wanted scalable data unification across its cloud applications. With trusted, comprehensive views to offer better customer and guest services, streamline operational processes, and more.
High-performing cloud-native solution with scalability.
Aligned with its cloud-first strategy. Zero-downtime upgrades and ability to scale as the business demands.
User-friendly interface, empowering users without IT.
Flexibile, intuitive UI so users could get value from their data without relying on technical teams.
Robust integration options to connect its >15 systems.
Low-code/no-code environment and other API-led integration options to deliver quick time to value.
Multidomain MDM to support their phased approach.
Ability to add data domains as needed to support its current requirements and future growth.
Radisson's solution.
A single source of unified, trusted information.
Our platform—”OneMDM”—replaced many app-level master data management tools to form a central hub.
Integrated with 15+ operational and reporting systems.
ERP, content management, analytics, CRM, marketing, third-party data providers, data lakes, and more.
Iterative approach starting with hotel/location domain.
Additional domains for B2B customer data with corporate profiles, travel agencies, and vendors.
Enriched data from third-party data providers.
Data sources such as Dun & Bradstreet for organization of related customers to support discounted pricing.
“Now we have a clean list of our customers, which helps our sales and business development teams to have better visibility including their revenue, our contracts. So they can have better negotiations with those customers.”
Nouman Ali
Senior Director of Global Data Governance & MDM
Radisson Hotel Group gained these
benefits with Reltio.
Streamlined 30+ processes and increased efficiencies.
Significantly reduced data prep and processing time, freeing teams for more value-added work.
Enhanced customer experience and service delivery.
Accurate and current hotel, location, and customer data fueled better experiences and increased satisfaction.
Comprehensive data for effective sales and marketing.
Customer 360 profiles aided contextual marketing and productive negotiations based on consistent pricing.
Better data quality for accurate reporting and insights.
A single source of truth and timely, high-quality data fueled better business decisions—faster.
