fbpx case-study-Technical Writing for ITC Hotels And Wills Lifestyle Loyalty Program-hospitality | Stratbeans

Technical Writing For ITC Hotels and Wills Lifestyle Loyalty Program


Industry: Hospitality

Implementation: Technical Writing

The Business Problem

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.

Solution / Intervention

About 12 different processes and around 70 sub-processes were documented. More than 12 SMEs were involved in the process. There were about 40 % SOPs requiring exact replication of screen wise, keystroke level details. The business leaders from two separate groups were involved (Retail Clothing and Hotels Brand). Project was completed before time; SOPs were used for training of employees across stores and point of sales. And also for system audit which was a pre-condition for launch of integrated Siebel CRM .The process improvement was also attempted - a detailed report on potential improvements was submitted along with SOPs.


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%.