From Transient RFP to Seamless Automation - Transforming Rate Loading for a Global Hotel Client

The Challenge

A leading Global Hotel chain was struggling with a highly manual and error-prone rate loading process. Franchisee care teams had to update disparate systems manually, consuming significant time and effort to make rates available for booking. The legacy systems in place were not equipped to meet the pace of the industry, creating inefficiencies and delays. The client needed a reliable, accurate, and scalable solution to automate rate loading and ensure faster time-to-market.

ProcDNA's Solution

Process Mapping & Diagnosis

Conducted a Value Stream Mapping (VSM) workshop with global teams to uncover pain points and inefficiencies in the existing rate loading process.

RPA Ecosystem Integration

Deployed Robotic Process Automation (RPA) with rate and inventory management systems to eliminate manual updates and streamline workflows.

Real-Time Monitoring

Implemented a ‘bot monitor’ for real-time process health tracking with dynamic scaling, ensuring proactive issue resolution and performance visibility.

Generative AI for Rate Instructions

Used Generative AI to automatically extract and interpret rate loading instructions, reducing dependency on manual intervention.

Scalable Bot Architecture

Designed a task-queue based architecture for workload balancing and continuous execution across multiple channels (CRS, GDS, OTA).

Impact

100% Accuracy

Achieved complete adherence to business rules, with Human-in-the-Loop reviews for edge cases.

80% Faster Execution

Reduced rate loading time by up to 80%, significantly improving speed to market.

70% Effort Savings

Freed up franchisee care teams from manual, repetitive tasks, allowing them to focus on higher-value activities.

24/7 Continuous Operations

Enabled round-the-clock runtime with multiple bots to enhance SLA adherence and ensure uninterrupted automation.

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