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Intercontinental Hotels Group
The largest location based cloud deployment in the world
Exceptional guest experiences and superior services have always been prerequisites to success in the hospitality industry. InterContinental Hotels Group (IHG), one of the world’s largest hotel companies partnered with Cisco & July Systems to reinvent the future of guest experiences.
ABOUT IHG From international luxury to family friendly comforts, IHG consists of 12 hotel brands with more than 5000 hotels in 100 countries around the world.
Challenges

Unifying digital guest experiences across all hotels worldwide and creating a global standard for WiFi access, the biggest source of guest dissatisfaction in hotel services.

Solution

Cisco Meraki Complete Stack + July Systems Proximity MX (OEM’ed by Cisco as Cisco CMX Engage).

Result

KEY HIGHLIGHTS

Bridging the IHG Corporate and Franchise Relationship

IHG Connect today is a global standard for guest wifi experience across all IHG hotels. By investing in an advanced location insights and engagement technology such as Proximity MX, IHG is investing in adding business intelligence over IT infrastructure. Today the conversation at IHG has moved over from WiFi access to how can we help franchise property owners with more value out of their WiFi infrastructure. IHG Connect is evolving into a program that is helping independent property owners understand and gather guest behavioral insights, benchmark property insights with industry data and enhance the experience during stay and increase revenue by upselling at-property services including F&B offers, room upgrades, local services, in-room services, transportation etc.

Business Value Added

Unified guest onboarding Guest Insights and Location Personas Business taxonomy to global IT infrastructure from a centralized dashboard

Transforming the Guest Acquisition Flow

Proximity MX™ has helped in simplifying the wifi onboarding flow and experience for IHG Connect. By reducing the number of clicks to connect and through the auto-authentication feature, guests are seamlessly connected at any of IHG’s 5000 properties.

Business Value Added

Enhanced Guest Experience Increase in loyalty program membership

Creating Easy Access to Hotel Revenue Generating Zones

IHG lacked insight into guest at location behavior. Through our partnership, IHG is now gathering customer data around restaurants, bars and other revenue generating to intelligently send highly personalized campaigns after understanding guest activity and foot traffic into facilities.

Business Value Added

Data Insights and Analytics Multi channel personalized campaigns
Jeff Eckard VP of Americas Technology, IHG

“Before, we had a lack of control and visibility around technology. Now we can enhance the mobile guest experience in new and innovative ways through our IHG Connect Program. We’ve seen an unprecedented double-digit increase in our guest satisfaction scores since its implementation.” Source

The Story So Far

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