Intercontinental Hotels Group Plc
InterContinental Hotels Group PLC
“We had very ambitious goals for reducing our operational costs. These solutions allowed us to not only meet our financial goals, but significantly and measurably improve our end-user satisfaction and service.” Eric Hardaway
VP, Applied Technology
InterContinental Hotels Group PLC
Xerox helps slash operational costs and improve end-user satisfaction for a leading global hospitality group.
There’s a new way to look at it.
®
Travel & Leisure
Case StudyClient Profile
InterContinental Hotels Group PLC
(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.
Doing more with less
How do you reduce costs and improve service at the same time?
InterContinental Hotels Group turns to Xerox managed services expertise for the answer.
The Challenge
Following 9/11 and the resulting downturn in the hotel and hospitality business, IHG needed to cut costs significantly to stay competitive
—so their president vowed to cut
$100M from the Americas Region operating budget.
That’s when IHG turned to Xerox for managed services expertise, to help reduce their spend on Helpdesk,
Deskside, and Server Support services by 33% (or $1.2M) and understand why end-user satisfaction was low.
IT Managed Services at IHG.
Helpdesk: A centralized service center that processes over 3,000 calls a month for approximately 1,500 corporate users, to provide end-user IT support via telephone, email and a web portal.
Telephone support calls are the primary method of contact and receive priority.
Deskside: A dispatched on-site support service that handles hardware and software problems, PC installations and changes, software and peripheral adds, and workstation relocations for approximately 1,500
“We had very ambitious goals for reducing our operational costs. These solutions allowed us to not only meet our financial goals, but significantly and measurably improve our end-user satisfaction and service.” Eric Hardaway
VP, Applied Technology
InterContinental Hotels Group PLC
Xerox helps slash operational costs and improve end-user satisfaction for a leading global hospitality group.
There’s a new way to look at it.
®
Travel & Leisure
Case StudyClient Profile
InterContinental Hotels Group PLC
(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.
Doing more with less
How do you reduce costs and improve service at the same time?
InterContinental Hotels Group turns to Xerox managed services expertise for the answer.
The Challenge
Following 9/11 and the resulting downturn in the hotel and hospitality business, IHG needed to cut costs significantly to stay competitive
—so their president vowed to cut
$100M from the Americas Region operating budget.
That’s when IHG turned to Xerox for managed services expertise, to help reduce their spend on Helpdesk,
Deskside, and Server Support services by 33% (or $1.2M) and understand why end-user satisfaction was low.
IT Managed Services at IHG.
Helpdesk: A centralized service center that processes over 3,000 calls a month for approximately 1,500 corporate users, to provide end-user IT support via telephone, email and a web portal.
Telephone support calls are the primary method of contact and receive priority.
Deskside: A dispatched on-site support service that handles hardware and software problems, PC installations and changes, software and peripheral adds, and workstation relocations for approximately 1,500