An Implementation of Automated Service Request Desk for Hotel Industry

Nowadays most organizations in the travel and hospitality industry are facing many problems to improve customer relationships, productivity and profitability. It is very difficult to handle a large number of customers for a customer service support centre through the manual business process. To overcome these issues, automation is a new and intelligent approach for cost optimization, productivity enhancement and drive business growth. Robotic Process Automation (RPA) is a form of Business Process Automation (BPA) that automates repetitive, rule-based tasks in business systems. In this manuscript, the process of the Service Request Desk (SRD) for the hotel industry has been automated with the help of Microsoft Power Platform. An automated SRD process results in enhancement in customer relationship management and customer satisfaction in the travel and hospitality industry.