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.
Empowering property franchises to create additional revenue opportunities by up-selling at-property services.
Gather last mile location insights from at-property guest behavior to enhance guest engagement and loyalty programs.
Cisco Meraki Complete Stack + July Systems Proximity MX (OEM’ed by Cisco as Cisco CMX Engage).
Guest Loyalty Program
Increase in Guest Loyalty program membership
Streamlining a unified global guest wifi access process creating new revenue streams in internet subscription, advertising, up-selling in-property services
Guest satisfaction (NPS score) has improved over 25 percent
expected increase in loyalty program
Decreased service provider support
Increase in guest satisfaction
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 AddedUnified 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 AddedEnhanced 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 AddedData Insights and Analytics Multi channel personalized campaigns
“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
- 57M Engagements
- 12M Authenticated Devices
- 2000+ Global Locations
- 57,000+ Access Points
- 725+ VPNs
Centralized Management Across 11 Hotels
Candlewood Suites, Crown Plaza, Holiday Inn, Holiday Inn Express, Hotel Indigo, InterContinental, Staybridge Suites, Even Hotels, Kimpton Hotels & Restaurants
Global Scale & Reliability in 7 Countries
United States, Canada, Germany, Japan, Mexico, Dominican Republic and El Salvador and counting
Rapid Deployment at Scale
31 hotels rolled out in a single day. Property provisioned on avg. in 30 min