Case Study

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Process: Hotels and Restaurants


  • High volume business processes
  • Originated by customers, internal departments, hotel management software’s and external portals
  • Directed and manually processed by multiple support teams including front office, back office, accounts, housekeeping, maintenance, management, kitchen and inventory.
  • Labour intensive as manual correlation of multiple data sources is required
  • 360-degree view of customers and data sharing across the organization required
  • Customer satisfaction integral to the organization
  • Improved efficiency, productivity and data management essential
  • Processes need to interact with multiple applications including hotel management systems, web portals, external websites email and excel.
Hospitality Case study


  • The bot logs m as a user to the online portal, email, management systems
  • Bot checks for request and extracts the data as per type of request. Initial data validation/cleansing is done.
  • Bot then logs into the required applications as a named user and completes the transaction as per the process request type (to thedesign)

    with internal managementsoftware’s as well as public websites in order to obtains the required information

  • Once the process has been completed successfully the bot then emails the customer and respective departments with the appropriate update to the enquiry.
  • A log file of processed transactions is created by the bot and emailed to the nominated business unit.
  • If a transaction fails for any reason the bots transfers the enquiry back to the nominated business unit to complete (i.e. records not found)
  • If the transaction fails to complete due to an application not being available the bot will re-try and notify the business unit/service desk of possible outage.


  • Improved Customer experience
  • Significant reduction of operational costs
  • Degree of successful throughput: >75% of effort automated
  • Improved accuracy, reliability and data mgmt. across hotel chains/li>
  • Improved scalability (On-boarding bots 15 min v Human +6 weeks)
  • Quality improvement to 0% error rate achieved
  • 24/7 operation 365 days of the year
  • Increased pricing competitiveness and improved booking/ service level
  • Reduced risk due to rapid inventory and order management
  • ROI 2 months

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