Integrated Hotel and Resort Chain in Sri Lanka and Maldives
The Client
Our client owns a hotel and resort chain worth 3 billion USD, with a significant presence in Sri Lanka and the Maldives. They manage multiple properties across these popular destinations in the hospitality sector. They offer 24/7 customer support from a Colombo-based team via phone, email, and Facebook. Their services encompass AP, AR & debtors management, invoice dispatching, bank reconciliations, FA management, income audit and cost control reporting, master data maintenance, GL management, and credit card reconciliations.
The Challenges Faced
As the company scaled, it became clear that its existing operational model was straining under the weight of increased demand, requiring a Shared Services model that could:
Adapt to the changing needs
Grow with the company
Remain cost-effective
Our Solution
Infomate proposed building a Shared Service model for help desk, accounting, and property administration for 17 properties in the group, which involved:
Documenting Standard Operating Procedures for the "Shared Services" function
Transitioning 15 full-time help desk roles & 12 back-office roles
Establishing an effective help desk function that could handle over 50,000 enquiries per annum
Developing user-friendly, accessible channels for gathering feedback from users and stakeholders to drive continuous improvement
Ensuring the help desk complies with security standards and regulations, protecting sensitive data and confidentiality in all interactions
Implementing regular monitoring of help desk performance using key metrics
Consistently achieved SLAs of help desk metrics, including resolution time, customer satisfaction and ticket volumes
Attained consistent customer satisfaction scores above 4.5
Reduced the time taken for financial account closure/reconciliations from 15 days to less than 5
Business Benefit & Outcome
Our approach yielded outstanding results:
Long-Term Impact
Having been established for a number of years, they have significantly automated their accounting processes and now offer a seasonally flexible help desk function based on the volumes/number of guests in their hotels and resorts.
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