Empowering growth with future-ready platform
Client Overview
Our client, a leading global vacation experience provider, is dedicated to offering premium timeshare services through an extensive network of resorts, cruises and adventure experiences.
They cater to multi-generational families and loyal customers who seek excellent vacation experiences. This dedication to customer satisfaction drove the client to pursue innovation to enhance their operational efficiency and customer engagement.
The Challenge
Legacy tech stifled business scalability and service expansion
Operating as part of a larger media giant, they faced increasing demands to modernize operations and technology frameworks. Their legacy systems were becoming bottlenecks, hampering growth and overall workload efficiency.
The client was confronted with a series of obstacles that limited their ability to meet escalating customer expectations and business objectives:
- Fragmented systems: Disconnected modules led to inefficiencies, data inaccuracies and challenges in collaboration.
- Inefficient processes: Lengthy sales and operational processes hindered customer onboarding and experience delivery.
- Scalability issues: Legacy technology restricted the client's ability to introduce new services or scale operations efficiently.
These challenges underscored the client's urgent need for a unified, modern digital platform. This platform was considered the key to optimizing operations and supporting future growth, a necessity in a highly competitive market.
The Objective
Driving seamless integration, efficiency and scalable growth
Our client aimed to implement a comprehensive digital transformation solution that:
- Integrates disparate systems into a cohesive platform for seamless operations.
- Streamline and accelerate vital processes such as sales and resort onboarding.
- Empowers the client to handle increased demand with reduced resources.
- Enable scalability and innovation to support long-term growth.
The Solution
Building a unified, agile and scalable platform
HCLTech meticulously created and delivered a robust, future-ready platform that was tailored to our client's specific requirements:
- System integration: Consolidated legacy systems into a unified platform, providing a complete view of customer history and interactions.
- Modern architecture: Transitioned to a cloud-based solution leveraging modern frameworks like angular and web services, ensuring agility and resilience.
- Process automation: Automated critical operations, reducing sales cycle times from several weeks to just two to three days.
- Scalability and innovation: Enabled the introduction of new services, such as tiered membership options and reduced resort onboarding times from 4 weeks to less than a week.
The Impact
Transforming efficiency and growth through future-ready operations
HCLTech's solutions yielded affirmative outcomes – for our client
- 300% efficiency improvement: The client exceeded pre-pandemic sales capacity despite operating with only one-third of the workforce.
- Reduced turnaround times: Sales and onboarding processes were significantly streamlined, boosting overall customer satisfaction and operational speed.
- Revenue growth: The client met and exceeded demand while maintaining service excellence .
- Future-ready operations: The modern platform empowered the client to scale operations, introduce new services and upskill to meet evolving customer needs.
- Enhanced decision-making: Integrated systems provided accurate, real-time data, enabling better team decision-making and collaboration.
HCLTech's partnership enabled our client to overcome significant challenges and transform their business operations. By delivering a scalable, efficient and customer-centric digital platform, we helped them recover from disruptions and position themselves for sustained growth and innovation in the highly competitive vacation experience industry.
