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Tableau improves customer loyalty for IHG

Anuradha Shukla | June 20, 2016
The InterContinental Hotels Group moved the data sources to Tableau Online.

The InterContinental Hotels Group (IHG), a multinational hotel company with over 5,000 hotels in nearly 100 countries, has improved customer loyalty by moving its data sources to Tableau Online.

Tableau helped the Group understand their data, which enabled them to make informed decisions and serve their customers better.

Before using Tableau, stakeholders had to wait months for performance reports, and several disparate data sources led to miscommunication.

IHG wanted one source of truth to get fast, accurate insights and decided to move onto Tableau Online as a cloud platform.

"Now obviously how it is helping me is that those data sources are getting updated every day, right," said Tarandeep Singh, senior director, Revenue Performance & Analytics at IHG, AMEA. "People check in, check out, and the data gets refreshed every day. And therefore any time any of the functions, whenever they want to look at data on demand, they're actually looking at real-time data."

Better use of data

IHG wanted to make better use of data from reservation and food and beverage transactions.

In addition, they wanted to use information from their loyalty programs and mobile channel to better serve their customers.

The Group is able to schedule Tableau Online to refresh views of multiple data sources on a daily basis, allowing stakeholders to make tactical decisions at a moment's notice.

IHG leveraged Tableau to integrate silos of information from Teradata, SAS tables, Hadoop, Excel, and Access-giving the company a single source of truth.

Tableau also enabled IHG to track business effects and make data-driven decisions after the tragic bombings in Bangkok and Jakarta.

"We had recent bombings in Bangkok and Jakarta. We saw a big drop in our reservation pick up and at the same time a big jump in our cancellations," added Singh. "Because of the real-time data that we pulled from our business and showed on the Tableau dashboard, people were able to then take some tactical decisions."


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