How do you provide world-class service to 120 million customers each year, while managing 535,000 guest rooms in 100 countries? If you're InterContinental Hotels Group (IHG) – the largest hotel firm in the world – you do things first, and you do things right. InterContinental Hotels Group (IHG) is an e-commerce industry leader – the first to offer online reservations in the hotel industry, and the first to enable customers to review, cancel or modify reservations online regardless of the origin of the reservation. How do they support a high level of functionality for such a large and geographically dispersed user group? By choosing Akamai.
IHG recognized early that customers equated their ability to deliver excellent service online with their ability to provide great guest experiences in the hotels themselves. So they deployed Akamai to deliver flawless functionality of booking applications and customer support tools as part of a larger strategy to ensure excellence throughout all operational areas. Akamai produced immediate, measurable improvements in page download time, transaction processing speed and overall site availability. This ensured that users could easily take advantage of enhanced site functionality, richer content about the company's hotels and useful personalization enhancements that make travel management more convenient.
Optimized site performance and availability also led to significant improvements in both IHG's online "look-to-book" conversion rate and total annual online revenue generated from its branded online sites — all thanks to Akamai.