GLH, at the time, had a heavily customised Salesforce Org. After working with the team to analyse their requirements it was evident that two main issues needed resolving; managing duplicate contacts and empowering admins to easily maintain the Org. The business goal was clear, allow relationship managers to have a single view of the customer and their stay at the hotels. Allowing the the relationship managers to upsell / build a relationship directly with the hotel.
Servicloud was identified as the appropriate user license for relationship managers as the console view gave the users significant productivity gains. As the Technical Architect on the project, Mahat worked closely with in-house data experts to design a daily integration which loaded customers and bookings into Salesforce, de-dupe merge and match using clearMDM and case management which prioritizes the workload of the relationship managers.