Case Study : Cinnamon Hotels
Client Overview
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As a leading force in the hospitality industry across Southeast Asia, the JKH Group’s leisure sector boasts a diverse portfolio of 8 resorts and 4 city hotels in Sri Lanka, along with 4 resorts in the Maldives, including the iconic Cinnamon Life – City of Dreams, the Group’s flagship integrated resort which is a 1.5 billion USD Investment and its recent addition Kandy Myst by Cinnamon with over 3000 employees in its cadre.
Services provided by Infomate
- Accounts Payable & Receivable
- General Ledger Management
- Master Maintenance
- Customer Helpdesk
- Reservation Handling
- MIS reporting
The Problem
- Cost Pressures Rising operational expenses and budget constraints impact profitability and efficiency.
- Team Attrition–High employee turnover disrupts workflow, leading to recruitment and onboarding costs.
- Knowledge Retention & Training Challenges –Loss of expertise due to attrition and the ongoing need for upskilling create operational gaps.
- Lack of Value Additions –Limited innovation, automation, and strategic insights hinder process efficiency and competitiveness.
- Gaps in Segregation of Duties & Controls –Inadequate role distribution and weak internal controls increase the risk of errors and non-compliance
Outcome
InfomatefollowsACE methodologyfor process migrations which will help to have a smooth transition together with strong SOPs, process improvements, risks, quality framework and value additions.
50% Cost Saving = Cost saving benefits through automations (Electronic bank reconciliations, RPA initiatives, etc). Cost savings for a month through variable price model.
Strategic growth and Customer Satisfaction= Monthly CSAT rates are maintained between 4 and 5 stars. The business finance team was allowed to focus on their core business functions such as predictive analysis for onshore staff.
Process Improvements =Processing accuracy levels are maintained at 100%. Processing volumes are handled with a turnaround of96%. First pass yield maintained at90%. 24/7 by 365around the clock service. Continuous Improvement and process automation in day to day back-office operations.
Client Comment
“We had the privilege of onboarding Infomateto handle our email inquiries for 10 Hotel properties including 3 City hotels and 7 Resort hotels.
They handled the tasks seamlessly, meeting all KPIs assigned to them in terms of response rate, lead to conversion ratios etc. Their customer relationship management aspect is also highly commendable as they maintain a consistent dialogue with us and give us timely updates on the progress of their work
They ensure that our customers are well taken care of with professional responses, that are drafted according to our brand voice and free of any errors. It has been a pleasure working with them and we look forward to strengthening our partnership further and expand our engagement with them in future. “
Director-ContentStrategy,
Public RelationsandCommunications Award WinningHotelChaininSriLanka andtheMaldives
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