Holiday inn

Holiday Inn Club Vacations uses MuleSoft to make vacation booking fast and seamless

Makes it easier for families to book the dream vacation five times faster than before by integrating over a dozen systems

Digital Transformation Using MuleSoft Reduces Vacation Property Buying Time

SAN FRANCISCO, February 7, 2022 /PRNewswire/ — MuleSoft, the world’s #1 API and integration platform provider, has partnered with Holiday Inn Club Vacations Incorporated to create a single vacation reservation system that delivers unified digital experiences for National Vacation Ownership Society members. Using MuleSoft, Holiday Inn Club Vacations connects siled data, applications and systems to make it easier to purchase vacation packages and manage their properties, all from the same unified reservation system.

MuleSoft Logo (PRNewsfoto/MuleSoft)

Now families can book their dream vacation easier and faster than ever before.

Holiday Inn Club Vacations is creating a unified digital experience for our customers to plan their vacations simply and without stress,” said Rich Simmons, Acting CIO, Holiday Inn Club Vacations. “By connecting siled systems and data with MuleSoft, we’re able to create a ‘single pane of glass’, allowing us to quickly deliver new, personalized digital experiences that ensure every family’s vacation is a seamless one.”

Vacation planning goes from siled to seamless with new integrations
In 2020, Holiday Inn Club Vacations decided to focus on providing members with a consistent experience – whether booking a vacation, purchasing timeshare or scheduling additional excursions. However, disparate systems, such as legacy software to manage reservations, customers, contracts, tours and packages, made it difficult for the company to provide a seamless customer experience.

Customers had limited options to view critical details such as travel plans, booking history, or charges. Making routine booking adjustments, such as changing travel dates, would require a lengthy call with customer service to reach resolution due to siled data in multiple disparate systems. In addition, multiple agents and support staff were required to greet and register customers upon arrival at a property. Separate reservation and check-in systems prevented staff from knowing exactly when a customer had arrived until they approached a security barrier.

Holiday Inn Club Vacations needed a way to connect all of these systems to better serve its members and develop new experiences for its customers, such as providing omnichannel customer support across digital channels. To do this, the company turned to MuleSoft to unify its systems and develop a single source of truth for member data to make vacation planning and experiences easy and stress-free.

A unified view of the guest enables seamless vacation experiences
By using MuleSoft to create a unified view of its members across every interaction, Holiday Inn Club Vacations is able to enhance its members’ vacation experiences.

Use MuleSoft to Connect Salesforce Service cloud and marketing cloud along with its other systems, Holiday Inn Club Vacations makes it easier for guests to communicate with agents on their channel of choice — like social media — instead of calling customer service. For example, if a member tweets at Holiday Inn Club Vacations and requires assistance, that request will be monitored by Social Studio and routed to the appropriate support personnel using Service Cloud.

With MuleSoft, Holiday Inn Club Vacations also created a unified reservation system by connecting Salesforce Mobile Studio, the TimeShareWare timeshare management platform, and various apps to make reservations and guest check-ins more seamless and efficient. When guests arrive at a property’s security gate, they automatically receive a contact card with a phone number to text. After texting that number, Salesforce Mobile Studio automatically notifies guests when their villa is ready to enter and provides details for picking up their welcome package, helping resorts comply with regional social distancing mandates.

Additionally, this unified system saves families time on the journey to vacation ownership by implementing a streamlined digital buying process. Previously, vacation property purchases required hours of behind-the-scenes regulatory processes that required Holiday Inn Club Vacations to consolidate various data sources for state and county electronic filing. With data consolidated into one system by MuleSoft, electronic filing is faster. These purchases now take minutes instead of hours, allowing members to realize their vacation ownership dreams faster.

Continuous innovation to make holidays smoother
Along with MuleSoft, Holiday Inn Club Vacations plans to integrate other member-focused features as part of its unified system, such as timeshare refinance services.

In doing so, the company will continue to focus on innovation and improving the member experience.

About MuleSoft, a Salesforce Company
MuleSoft, provider of the world’s #1 trusted API and integration platform, enables any business to quickly unlock and integrate their applications and Data to create seamless experiences, faster. For more information visit: https://www.mulesoft.com.

About Salesforce
Salesforce, the global leader in CRM, empowers businesses of all sizes and in all industries to digitally transform and create a 360° view of their customers. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.

MuleSoft is a registered trademark of MuleSoft, Inc., a Salesforce company. All other trademarks are those of their respective owners.

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