InterContinental Hotels Group Case Studies

iBirds Software Services Pvt. Ltd. > InterContinental Hotels Group Case Studies
IHG
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InterContinental Hotels Group

About IHG

InterContinental Hotels Group (IHG), marketed as IHG Hotels & Resorts, is a British multinational hospitality company headquartered in Windsor, England. It is listed on both the London Stock Exchange and the New York Stock
Exchange and is a constituent of the FTSE 100 Index. As of December 31, 2023, IHG operates 6,505 hotels across more than 100 countries. The company primarily follows a franchising and management model rather than owning hotels outright. Its brand portfolio includes luxury names like InterContinental and Six Senses, premium options like Crowne Plaza, and essential brands like Holiday Inn. IHG One Rewards, the company's loyalty program, strengthens customer retention and brand loyalty. With a strong global presence, IHG continues to expand while focusing on sustainability and technological innovation.

Challenges in Developing a Hotel
Procurement Portal

  • Multi-user, level-based portal for hotel groups.
  • Functions as a centralized Marketplace.
  • Hotels can procure products like TVs, Door Locks, Wi-Fi equipment, etc.
  • User experience similar to Amazon or Flipkart.
  • Vendors have access to track orders and manage supplies.
  • Role-based access for different user levels (hotels, procurement teams, vendors).
  • Built on Salesforce platform leveraging Experience Cloud.
  • Minimize Salesforce license costs through optimized architecture.
  • Streamlines the procurement process for hotels.
  • Enables real-time tracking and order management.
  • Boosts vendor visibility and encourages competition.
  • Scalable solution for multiple hotels and vendors in one system.

Implementation by iBirds

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We designed and created a Portal (based in PHP) for regular Hotel Users i.e. the Hotel Owners, General Managers, Technical Point Of Contact etc where they could place Orders for various products for their respective Hotels, and track them as well. The users login to the portal via SSO, based on Heroku integration. The portal is connected to Salesforce in the backend via Heroku Connect plugin which helps in syncing the data bi-directionally. Additionally, PostGres was used as the database

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We made one Salesforce Community based portal each, for the Vendors and the Integrators, where they could login and participate in the Order fulfillment process, initiated by the Hotel Users through the Hotel User portal. We have created a custom login process in the Heroku system for these users.

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Designed the structure of the Salesforce Org for internal users like Admins & GHOS.

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Created 50+ Hotel based Products in the above ecosystem which included IHG Connect WiFi, IHG Connect Bandwidth, Studio, Groups & Events Manager, Next Gen Payment System, Tech Talk, Owner Conference, Televisions, Door Locks etc

Technologies used in the implementations

  • Salesforce Sales & Service Cloud, Salesforce Community Cloud
  • Heroku
  • PHP
  • PostGres
  • API Integrations: AWS, Docusign, Pardot, CRMA
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