Taj Hotels: Using Technology to Offer Personalized Services
| Case Code: MKTG425 Case Length: 8 Pages Period: 2000-2020 Pub Date: 2020 Teaching Note: Available |
Price: Rs.250 Organization : Taj Hotels Palaces Resorts Safaris Industry :Travel & Tourism Countries : India Themes: Customer Relationship Management/ Services Marketing/ Branding Strategy/Technology Strategy |
Abstract Case Intro 1 Case Intro 2 Excerpts
Excerpts
Road Ahead
Following the outbreak of the COVID-19 pandemic, the hotel group adopted and enhanced its services in accordance with the norms of the World Health Organization (WHO), Food Safety and Standards Authority of India (FSSAI), and the Government of India. It partnered with organizations specializing in safety and hygiene, and sourced high-grade protective equipment and disinfectants for use at its hotels. IHCL created and implemented ‘Zero-Touch Service Transformation’, a range of digital solutions across the Taj Hotels properties that ensured social distancing through zero-touch check-ins and check-outs, online payments, digital invoicing, and digital menus...
Exhibits
Exhibit I: Taj.Live Features
Exhibit II: Fidelio CRM Tool
Exhibit III: Taj Hotel Native Mobile Application
Buy this case study (Please select any one of the payment options)
| Price: Rs.250 |
Price: Rs.250 | PayPal (6 USD) |
