Oberoi Group Case Study

Call Center Services, Call Center Outsourcing, Answering Services, BPO Outsourcing and Customer Relationship Management (CRM)

Call Center Services, BPO Outsourcing, CRM, Call Center Outsourcing, Answering Services, Customer Relationship Management

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East India Hotels
A member of “The Leading Small Hotels of the World”–Our partner since 1992

Introduction

The Oberoi Group is one of the earliest established, internationally acclaimed and most prestigious Hotel chains in India. The group operates 30 hotels and 4 Nile Cruisers in 6 countries under the ‘Oberoi’ and ‘Trident’ brands. The Group employs more than 12000 people worldwide.

EIH Ltd is a member of the Oberoi Group. EIH has strategic alliance with world renowned hotel chains such as ‘Hilton’. The Oberoi Udaivilâs, the Oberoi Hotels & Resorts latest luxury resort in Udaipur, India was ranked amongst “the 50 coolest new hotels in the world” by Conde’ Nast Traveller, one of United Kingdom’s most prestigious travel publications.

Oberoi Requirement

The Oberoi Group was looking for a loyalty marketing company to devise, implement and enhance their loyalty strategies on an ongoing basis.

Our Solution

IVG formulated two unique programs focused at building loyalty amongst frequent guests as well as influencers (i.e. the bookers):

	- The Oberoi Plus : Guest Loyalty Program
	- Connections : Bookers Reward Program
The member database of appx 200,000 records is managed by deploying CareVision – IVG’s integrated CRM Software Solution technology platform to monitor all EIH Loyalty program processes using automated software generated MIS reports.
IVG Services include:
»	One Stop Solution from program management to
	- promise fulfillment
	- Membership Processing
	- Usage tracking – earning & burning
	- POS data capture
	- Rewards fulfillment
	- Program Helpdesk - e-mail, phone, mail & fax
»	Data mining and qualitative reporting
»	Ongoing Direct Marketing activities
»	Integrated Software Solutions for:
	- Complaints management
	- Data base management
	- Managing member correspondence, history files, spends MIS and related activities.

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