Assisting a hospitality tech player improve its conversion rate

• We conducted extensive customer conversations across cities to understand the reasons leading to cancellations
• We performed comprehensive data analysis on multiple data sets to identify trends and insights at a user level, property level, city level, channel level, and brand level
• Through our in-depth interviews, we built a refined “MECE” reason tree to understand the major drivers of cancellations across X properties
• A comprehensive view of reasons for cancellation with incidence rate was built out to size the prize and the need for targeted action items
• We estimated the overall potential of improvement in realization from various reasons
• We identified a few high-impact areas and conducted pilots or proof-of-concept exercises to show the impact of some of the action items suggested to the company

• We helped our client understand the various drivers of cancellation and the action items required to tackle them.
• An overall governing framework was established along with necessary systems and processes to improve this metric.
• Through this engagement, we helped the client identify an uplift potential of 15% of revenue

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