Technical Writing For ITC Hotels and Wills Lifestyle Loyalty Program
ITC Hotels and Will Lifestyle had two separate and very successful loyalty programs. The ITC group wanted to integrate both the loyalty program across all hotels and retail clothing brands of ITC. SIEBEL platform was chosen for the technical integration. Strong technical writing skills were required for creating standard operating procedures for the integrated loyalty program. This project had to be finished in 3 weeks’ time before the Audit deadlines. The loyalty program had to be re-launched all across India in two months’ time and any snag could diminish the customer experience.
The SOP’s generated were quite helpful as they were informative and helped the employees to retain all the processes and do their job with ease. The loyalty program was launched successfully within 2 months’ time .The loyalty program helped the organization to increase their customer satisfaction by 20%.