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A Comprehensive Transformation

ERP Implementation for Radisson
Blu Islamabad

Case Study
Insights and Impact

Timeline

February 2019 - January 2020

Team

01 Team Lead / Full stack

02 Backend developers

03 Mobile Dev

04 Frontend developer

05 Tech consultant

06 DevOps

07 Project CTO

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Technologies

Laravel

Firebase

Postgresql

React Native

AWS

Docker

Background

Radisson Blu Islamabad, a premier luxury hotel, faced increasing operational challenges as it expanded its services and guest offerings. With multiple departments—Sales, Customer Relationship Management (CRM), Accounts, Recovery, Human Resources Management (HRM), Procurement, and Store Management—operating independently, the hotel struggled with inefficiencies, delays, and lack of coordination. To address these issues, Radisson Blu Islamabad recognized the need for an integrated ERP system to streamline operations, improve guest experiences, and enhance overall efficiency.

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Challenge

The challenges faced by Radisson Blu Islamabad included:
Siloed Operations

Departments operated in isolation, leading to communication gaps and slow service delivery.

Inefficient Sales Management

The sales team needed better tools to track available floor units and manawge customer inquiries effectively.

Manual Errors

Financial processes were prone to manual errors, impacting reporting accuracy and budgeting.

Customer Engagement

Response times in customer service were slow, affecting guest satisfaction.

Payment Management

Complicated payment plans and recovery processes were cumbersome and lacked transparency for customers.

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Solution

To address these challenges, Radisson Blu Islamabad implemented a robust ERP system designed to integrate all departments into a single platform. Key features of the solution included

Sales Management Module

To track available floor units and manage reservations efficiently.

CRM Integration

For enhanced customer engagement and support.

Financial Management Module

To automate accounting processes and improve reporting accuracy.

Recovery Module

To streamline debt collection and enhance recovery rates.

HRM System

For accurate payroll processing and improved HR operations.

Procurement Module

To enhance vendor management and procurement efficiency.

Store Management System

To improve inventory control and reduce holding costs.

Mobile App Connectivity

Allowing customers to view receipts, documents, payment plans, and pay installments online.

Website Connectivity

Integrating the ERP with the hotel’s website for seamless customer access to receipts, documents, payment plans, and online payment options.

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  • This project was exhilarating! Our team actively used the product during development, enhancing our workflow and understanding its functionalities. The challenge lay in managing features. We carefully planned their hierarchy, and by the end of the design phase, we had several solutions, choosing the best one without regrets.

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    • Taj Muhammad

      Managing Director

Implementation Journey

The ERP implementation at Radisson Blu Islamabad was a meticulously planned initiative that spanned eight months, involving several key stages to ensure a successful rollout:

Requirement Analysis

Engaging with stakeholders from each department to gather insights into their specific operational needs and define the project scope.

Customization

Tailoring the ERP modules to meet the unique demands of the hotel’s operations, including guest services, sales management, and financial workflows.

Data Migration

Executing a seamless transition by transferring existing data into the new system, focusing on data integrity and accuracy.

Training

Conducting comprehensive training sessions for employees across all departments to facilitate a smooth adoption of the ERP system.

Go-Live

Initiating a phased rollout, starting with a pilot program that was followed by full-scale implementation throughout the organization.

Results

The implementation of the ERP system resulted in significant improvements in efficiency, collaboration, and decision-making across various departments at Radisson Blu Islamabad. Here are the key outcomes:

Sales Management

  • The ERP system enabled real-time tracking of available floor units, pricing, and reservations, providing the sales team with immediate data access.
  • This visibility facilitated accurate communication with potential buyers, resulting in smoother transactions and quicker deal closures.
  • Automated workflows reduced manual effort, allowing for a more personalized and efficient sales experience.

CRM (Customer Relationship Management)

  • Improvement in Customer Engagement: +45%
  • Reduction in Response Time: -50%
  • Increase in Customer Retention: +30%
  • The integrated CRM module significantly improved customer engagement and retention, while drastically reducing response times for inquiries and complaints.

Accounts

  • Efficiency in Financial Reporting: +60%
  • Reduction in Manual Errors: -70%
  • Improvement in Budgeting Accuracy: +40%
  • Automation of financial processes enabled faster and more accurate reporting, reducing manual errors and improving budgeting precision.

Recovery

  • Reduction in Outstanding Dues: -35%
  • Increase in Recovery Rate: +50%
  • Efficiency in Recovery Process: +55%
  • The recovery module optimized debt collection processes, leading to higher recovery rates and reduced outstanding dues.

HRM (Human Resource Management)

  • Accuracy in Payroll Processing: +80%
  • Reduction in Payroll Discrepancies: -75%
  • Efficiency in HR Operations: +65%
  • Payroll automation improved accuracy in salary disbursements, significantly reducing discrepancies and enhancing overall HR efficiency.

Procurement

  • Reduction in Procurement Cycle Time: -40%
  • Cost Savings through Better Vendor Management: +25%
  • Improvement in Procurement Planning: +50%
  • Streamlining procurement workflows and enhancing vendor management resulted in substantial cost savings and shorter procurement cycles.

Store Management

  • Reduction in Inventory Holding Costs: -30%
  • Increase in Inventory Turnover Rate: +35%
  • Improvement in Stock Accuracy: +45%
  • The ERP’s inventory management features improved stock accuracy, increased turnover rates, and reduced holding costs.

Mobile App Connectivity

  • Customers can now view their receipts, documents, payment plans, and pay installments online through a user-friendly mobile app, enhancing their overall experience and convenience.

Website Connectivity

  • The integration of the ERP system with the hotel’s website allows customers to access their receipts, documents, payment plans, and make payments online, providing a seamless experience across platforms.
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Conclusion

The ERP system has transformed Radisson Blu Islamabad's operations, delivering substantial improvements in sales management, customer engagement, financial accuracy, procurement efficiency, and overall departmental coordination. The seamless integration of various processes under a unified platform has empowered Radisson Blu Islamabad to scale its operations with enhanced control and precision, ensuring continued excellence in guest service and operational efficiency.

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