Virtusa Corporation has announced a customer management solution designed for the hospitality industry. This offering will combine services from Virtusa with solutions from Pegasystems. The ‘‘Leisure & Hospitality” solution enables hospitality businesses to greatly improve customer experience by automatically managing and addressing customer feedback. Leveraging Pegasystems’ Customer Relationship Management (CRM) technology, the customized solution captures a real time, 360-degree view of a guest’s case history in order to provide a personalized customer experience and immediate resolution of complaints. The solution is currently being used by leading travel and hospitality organizations.
John Barone, VP, Global Strategic Alliances, Pegasystems said, “We’ve collaborated with Virtusa on a number of innovative BPM projects in the past few years. This particular solution illustrates how BPM technology can transform the customer experience for the hospitality industry, and aligns perfectly with Pega’s goals of enabling greater customer centricity through our solutions.”
Frank Palermo, Sr. VP, Technical Solutions Group, Virtusa said, “Using technology to enhance the customer experience is becoming increasingly important for travel and leisure and hospitality businesses whose survival depends on customer satisfaction and happiness. While typical customer experience management solutions comprise multiple systems to address customer issues, using Pega’s CRM technology, we’ve created a solution that provides an integrated system with an automated, uniform process for complaint resolution. This significantly enhances customer experience and offers a win-win solution for all parties involved.”
