Accor Plus – Proprietary CMS
Accor APAC needed a modern system to manage its loyalty program across multiple countries and languages. A proprietary multilingual CMS was developed to handle membership registrations, renewals, bookings, and reward redemptions across the region. The platform allowed each country to manage its own data while maintaining centralized oversight through a workflow system. As a result, help desk complaints dropped by 80% and data synchronization significantly improved customer service and entitlement tracking.
The Task
Accor APAC caters to more than 12 countries in Asia Pacific in 5 different languages.
- Conveying information from one country to members in all countries across different languages was the biggest problem.
- Replace Accor’s legacy system to manage the accrual of loyalty points; and redemption of membership offers, gift cards and free nights.
The Build
A proprietary CMS was built for the Accor Members Loyalty Program across all APAC hotels.
In summary:
- The site had multi country options and was multilingual.
- It was managed out of different countries and each country would manage their own data.
- Members could register and renew their membership online; redeem gift cards and membership offers; make hotel bookings; and send invites to their friends to join the Accor Advantage Plus Program.
- A workflow engine allowed this data to be supervised and ‘cleaned’; and then pushed live.
The Results
The system was a success. Help desk complaints decreased by 80%.
Data synchronisation was more effective resulting in improved customer service and better tracking of entitlements.