Virtusa Unveils CRM Solution For Hospitality Industry

Virtusa Corporation, a global IT services company that offers a broad range of information technology services, including IT consulting, technology implementation and application outsourcing, has announced a customer management solution designed for the hospitality industry. This offering will combine services from Virtusa with solutions from Pegasystems.

The solution enables hospitality businesses to improve customer experience by automatically managing and addressing customer feedback. Leveraging Pegasystems’ Customer Relationship Management (CRM) technology, the customised solution captures a real time, 360-degree view of a guest’s case history in order to provide a personalised customer experience and immediate resolution of complaints. The solution is currently being used by leading travel and hospitality organisations.

The Pega CRM-based solution provides customer service representatives with a unified, 360-degree view of customer case history, including reservations and prior complaints. Traditionally, customer service call centres in the hospitality industry depended on cumbersome manual processes to file and respond to customer complaints, often leading to inefficiencies and poor customer experiences. Virtusa’s solution provides an automated, standardised process for handling customer feedback, enabling easy validation as well as timely and accurate resolution of issues. Additionally, data synchronisation is built into the offering which ensures that complaints and transactions are routed to a central location and immediately addressed.

“We’ve collaborated with Virtusa on a number of innovative BPM projects in the past few years,” said John Barone, Vice President of Global Strategic Alliances, Pegasystems. “This particular solution illustrates how BPM technology can transform the customer experience for the hospitality industry, and aligns perfectly with Pega’s goals of enabling greater customer centricity through our solutions.”

“Using technology to enhance the customer experience is becoming increasingly important for travel and leisure and hospitality businesses whose survival depends on customer satisfaction and happiness,” said Frank Palermo, Senior Vice President, Technical Solutions Group, Virtusa. “While typical customer experience management solutions comprise multiple systems to address customer issues, using Pega’s CRM technology, we’ve created a solution that provides an integrated system with an automated, uniform process for complaint resolution. This significantly enhances customer experience and offers a win-win solution for all parties involved.”

Virtusa’s solution can be installed in any call centre, can support multiple communications channels and can extend to support organisations with customer service in the field, allowing operators to immediately handle inbound calls and complaints, and, unlike other solutions, is Service Level Agreement (SLA)-driven – operators are held accountable for their performance.