How Marriott Saved $2 Million Annually with Cloud-Based IVR

Table of Contents

Overview

Marriott, operating 7,000+ properties worldwide, struggled with high customer support costs. By adopting Five9’s cloud-based IVR, Marriott automated booking modifications, room upgrade requests, and loyalty program inquiries, saving $2 million annually.

Challenges Marriott Faced:

Overwhelmed reception desks due to high call volumes.
Long wait times for customers modifying bookings.
Inconsistent service quality across properties.

Cloud Communication Solution:

IVR-Based Self-Service: Guests could check availability, request upgrades, or modify bookings via voice commands.
AI-Powered Call Routing: Calls directed to the right department automatically.
Speech Recognition for Quick Support: IVR handled 80% of routine queries without human intervention.

Results:

50% reduction in call handling time.
40% higher first-call resolution rates.
$2M+ annual savings from reduced manual support.

Marriott’s cloud-based IVR system revolutionized hotel customer service, improving efficiency and guest satisfaction.

Sendgun was created to make business communication simple and efficient with cloud telephony. Our platform helps businesses connect with customers instantly through messaging, automation, and real-time updates. With seamless multi-channel support, we ensure faster responses, better engagement, and improved customer experience—all in one place.