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Case Study

Digitising the customer journey to provide a luxury and holistic customer and employee experience

UK-BASED LUXURY HOSPITALITY BRAND

Digitising the customer journey to provide a luxury and holistic customer and employee experience

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UK-BASED LUXURY HOSPITALITY BRAND

Published

13 Jan 2024

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Consisting of a portfolio of private members’ clubs, they create an oasis of sophistication, unparalleled quality and service in the heart of London. With each club distinctly different from one another and unique in their aspect, they carry continental and contemporary elegance, blending vibrant new trends with historic venues. In order to fulfil the demands of a digitalised and integrated ecosystem, there was an opportunity to implement a digital payments solution with their existing CRM to digitalise and automate the management of their finances.

Key Challenges

  • Lack of structured risk management procedures left room for human error
  • Considerable time is spent entering data manually
  • Late invoicing, payables and credit management failures resulted in unmanageable debt pile
  • Lack of clear process ownership as multiple stakeholders were involved in the payment journey

Our Solution & Strategies

  • Co-ordinated with executive sponsors to develop technical user stories for desired future payment journeys
  • Integrated a novel payment solution and a payment provider with the client’s existing CRM through a series of sprints to streamline and automate the payment collection process
  • Developed and delivered communications and training materials to enhance staff capability on their new role and responsibilities

Impact & Results

  • Enhanced visibility and transparency of the payment journey – Finance team can track variance, mitigate errors and find saving opportunities
  • Streamlined operations by automating accounting processes across all clubs and tracking important sales data
  • Reduced the likelihood of unnecessary fat-finger errors
  • Clear role definitions enabled teams to better focus on business demands and provide more an effective and consistent member experience

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