The B&B Hotels Group Reduces Customer Service Response Time by 70%

For more than a decade, B&B Hotels Group has been designing and developing hotels with an innovative concept - combining low cost and quality. B&B Hotels Group wanted to implement an efficient Customer Relationship Management (CRM) solution that is easy to deploy and ensure that employees across the organization can access and use the new CRM solution. The challenge was to offer customer service agents a CRM solution knowledge base, enabling them to expedite problem resolution and expand reporting capabilities to drive improved customer service. B&B Hotels Group selected a hosted CRM solution, Oracle's Siebel CRM On Demand, to achieve high availability, flexibility and rapid deployment and deployed the solution in two months and within budget.