Case Study: Radisson Hotel Group Reduces AHT by 17% With Puzzel

Radisson Hotel Group (RHG), a leading name in the global hospitality industry, is known for delivering exceptional guest experiences across its 1,445+ hotels.

Beyond memorable stays, RHG is equally recognised for its meetings and events services, accommodating everything from large corporate gatherings to smaller social events.

To further enhance these offerings, Radisson Hotel Group implemented Puzzel’s cloud-native CX ecosystem. Afra Koers-Hartkamp, the Global Business Solutions Manager at Radisson Hotel Group, shares how this partnership transformed their operations and customer service.

Challenges

Radisson Hotel Group’s commitment to delivering exceptional experiences goes beyond hotels—it also encompasses outstanding meetings and event services.

As their team sought to improve the way they managed incoming M&E requests, it became clear that their traditional on-premises system was limiting flexibility.

Remote work, especially during the pandemic, added further complications, making communication and coordination difficult, and leading the team to seek a modern, integrated solution.

Afra recalls, “When I joined RHG two years ago, I had experience with similar systems, but Puzzel stood out for its ability to bring everything together into one platform. It felt like a one-stop shop for communication.”

The Solution

Radisson Hotel Group transitioned to Puzzel’s cloud-based contact centre solution, seamlessly integrating it with GEMS (Group and Event Management System).

This transformation enabled their M&E teams to centralise operations, handle incoming requests, manage follow-ups, and track tickets—all within one unified platform.

The ease of use and adaptability of Puzzel stood out for Afra. “One of the great features of Puzzel is how intuitive it is. Our training sessions for new hotels last only an hour, and the teams are able to get to work straight away,” she explains.

“We now have a system where everything is centralised. We can easily steer incoming traffic towards designated queues, and Puzzel’s flexibility allows us to set up centralised clusters we refer to as the M&E Clubs”

The Results

Since adopting Puzzel, RHG has seen significant improvements in their M&E operations:

Faster Response Times

With streamlined workflows, RHG has reduced average handling time (AHT) by 17%, which corresponds to two hours year-on-year, enabling faster responses to event queries.

Better Booking Success

“The beauty of Puzzel is that it allows us to improve our response times. The faster we respond, the more likely we are to confirm a booking. Puzzel gives us the data we need to make sure we’re hitting those targets.”

Afra notes. Puzzel’s robust reporting capabilities provide insights into response times and customer interactions, ensuring that teams hit their targets.

A Competitive Edge

Prompt responses have positioned Radisson Hotel Group as a leader in the highly competitive M&E sector.

“Being the first to respond often makes the difference in securing business, especially in the competitive M&E industry,” Afra explains.

The Future

Radisson Hotel Group’s partnership with Puzzel continues to evolve, with plans to enhance self-service capabilities and automate more processes.

By integrating AI into their workflows, RHG aims to further reduce manual handling and improve response times, freeing up agents to focus on more complex tasks.

“We’re really looking into ways to automate smaller requests, so our agents can focus on the larger, more complex bookings. AI is playing a big role in this, and Puzzel is also helping us explore how to make that happen,” Afra explains.

Moreover, Radisson Hotel Group has plans to expand the use of Puzzel across its larger conference hotels.

“Our vision is to onboard the bigger M&E properties at Radisson Hotel Group: it’s ideal for our larger conference hotels and small Cluster hotels because it allows teams to work across different properties and handle multiple requests more effectively,” Afra concludes.

This blog post has been re-published by kind permission of Puzzel – View the Original Article

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