Client case for Accor
Functional reservation system support
Location
Paris
Project's functional area
The Accor reservation system
Technological environment
TARS, internal methodology, support management tools
Detailed description of the project
Management of the technical and functional support team (8 people):
- Provide technical support and respond to request from teams
- Animation of weekly meetings on processes, improvement projects
- Ensure regular and rigorous reporting to the director of the International Support division
- Ensure communication with the functional and technical teams of distribution applications and other support teams, especially in the event of an incident
Drawbacks and key success
- Objective: Need to respond effectively to requests for technical and functional support
- Action: Organization and improvement of application processes
- Result: Increase in requests processed and improvement in the satisfaction rate of hoteliers
- Action: Organization and improvement of application processes
- Result: Increase in requests processed and improvement in the satisfaction rate of hoteliers