Wyndham Hotels & Resorts builds Agentic Enterprise with Salesforce Data 360 and Agentforce
Wyndham Hotels & Resorts
Wyndham Hotels & Resorts, which supports approximately 8,400 properties, used Salesforce Data 360, MuleSoft, Informatica, and Agentforce Service to create Wyndham Reservations Guest 360, a unified real-time guest record giving service reps access to reservation history, loyalty status, preferences, and sentiment plus AI-powered recommendations. Wyndham also launched agentic self-service support for franchise owners through the Wyndham Community online owner portal. Results included a 5% increase in Wyndham Rewards enrollment, 21% faster service conversations year-over-year, 20% autonomous resolution of franchisee inquiries, and a 25% reduction in contact center call volume.
Overview
Wyndham Hotels & Resorts, which supports approximately 8,400 properties, used Salesforce Data 360, MuleSoft, Informatica, and Agentforce Service to create Wyndham Reservations Guest 360, a unified real-time guest record giving service reps access to reservation history, loyalty status, preferences, and sentiment plus AI-powered recommendations. Wyndham also launched agentic self-service support for franchise owners through the Wyndham Community online owner portal. Results included a 5% increase in Wyndham Rewards enrollment, 21% faster service conversations year-over-year, 20% autonomous resolution of franchisee inquiries, and a 25% reduction in contact center call volume.
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Inspect the highlighted sourceThe challenge
Wyndham Hotels & Resorts is one of the world's largest hotel franchising companies, supporting approximately 8,400 properties and millions of guests worldwide. As their business grew, siloed guest data, duplicate records, and phone-based franchise owner support made it harder to deliver fast, personalized service.
The solution
Wyndham used Salesforce Data 360, MuleSoft, Informatica, and Agentforce Service to create Wyndham Reservations Guest 360, a single, trusted, real-time record of every guest, giving service reps access to reservation history, loyalty status, preferences, and sentiment in one place along with AI-powered recommendations to personalize conversations and identify revenue opportunities. Wyndham also launched agentic support for franchise owners: instead of calling and potentially waiting on hold, franchisees get instant assistance with routine needs from Agentforce via the Wyndham Community online owner portal.
Reported business value
Results included a 5% increase in Wyndham Rewards enrollment, 21% faster service conversations year-over-year, 20% autonomous resolution of franchisee inquiries, and a 25% reduction in contact center call volume.
Sources
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