Improved Business Process for Hospitality Company

As a key partner, our Sutherland Labs team provides transformative services in design thinking. Our unique approach has enabled us to innovate numerous business processes throughout the customer journey.

Since 2016 we’ve launched nearly every pilot program for our client and introduced transformative tools to improve business KPIs. These have gone on to be incorporated into their core service platform. Collectively, this has enhanced their performance on NPS by an average of 40 points.

To support our client’s unique operational framework, we created a playbook to help optimize performance and investment when launching in new markets. With this in place, we introduced several digital tools to help manage and improve critical business processes. All of which were integrated into one holistic business intelligence platform.

Our continuous improvement framework has enabled us to match the scale of our client’s growth across multiple geographies, and maintain smooth operations throughout a disruptive global pandemic.