Success Story

Offering Customer Service with Intuition

Enabling Effective Cross-sell with

World's Leading Hotel and Residences Chain

Our Client is an Iconic Luxury Hotel Chain offering Serviced Apartments and Residences in 46 world's major cities. Their long-standing reputation for quality in infrastructure and services has led to numerous recognition and awards, strengthening their vision for growth and exceptional service offerings.

“We aim to anticipate and exceed customers’ evolving expectations through continuous innovation and intuitive service to deliver memorable experiences.”

In Our Care

Higher turnover when anticipating customer needs

During the engagement iZeno learnt that our Client offer service with  intuition on every customer’s touchpoint and every customer’s encounter, and that is exactly what we seek to enhance through our solution.

As a 


Broad Customer Base yet

Ineffective Cross-Selling 

The majority of our Client's customers are business travellers, many of whom are committed for a long stay. 

On daily basis, their customer data were documented in an ad-hoc environment, in which customer particulars were incomplete and not valuable for further engagement. As a result of cummulative operational inefficiency and management practice, our Clients are unable to effectively cross-sell their properties despite its global presence and having a huge pool the customer base.

The Business Challenges

iZeno offer a complete enterprise solution which has helped them to achieve a leaner sale process, cutting 60% of the former lead time. 

The required data input is now 100% accurate due to a proper rule designed, hence enable valuable insights to be generated for sale purposes. 

Being able to track progress made to each customer engagement, allow our Client to monitor property on demand and allocate resources accordingly to reach their revenue target. This approach has contributed 30% higher to their customer turnover rate. 


lead-time savings

Cross-Sell and 

Up-sell Effectively


Business objective 

Account Managers are more appreciative of the available data and effectively take advantage of the insights to drive more revenue for our Client

higher in customer

turnover rate

How did our client achieve their business objective?

We re-engineer their sales processes to improve cross selling behaviour across multiple properties. Additionally, we implement SugarCRM as the primary solution, which we integrate with their Property Management System to deliver customer insights to their business units such as Accounts Managers and Management, Account Planning, Sales Activity Management and Opportunity Management to collaboratively drive revenue targets.

Our years of experiences working with multiple Hospitality Group has given us a quick grasp in their business needs. As we implement SugarCRM for this Client, we know exactly the modules required for integration and customisation. Especially for this Client, we have added the real time sales activity information tracable via Sugar Mobile, because in Hospitality, every chance to offer a hand cannot afford to slip away. - iZeno

The following services and solution were engaged:

  • iZeno service of business process re-engineering
  • iZeno service of SugarCRM customisation
  • iZeno service of technology implementation and integration for the following items

  1. SugarCRM
  2. Sugar Mobile
  3. Property Management System (client existing system)

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