The Leading Hotels of the World

When The Leading Hotels of the World first engaged with VRP Consulting, they recognized opportunities to improve their legacy Salesforce org, especially in optimizing system efficiencies. Although they had a strong technical team in-house, LHW sought a trusted partner-vendor to unlock the full potential of Salesforce and drive success with the support of dedicated experts. They understood that more robust processes for development, such as a deliverable roadmap and well-managed backlog, could bring LHW closer to achieving their goals for gaining value and capabilities from Salesforce. If requirements for new development were investigated and documented in greater detail, they could be delivered more successfully in new functionality, which could then be evaluated via specific and trusted acceptance criteria.

LHW initially engaged VRP Consulting’s Managed Services in 2019 for general Sales and Service Cloud support and enhancements. However, over time it became apparent that a deeper and closer partnership would be required to help our client realize all their Salesforce ambitions, and gain all the value from their various clouds, across all their business areas, in the long term.

From the initial Managed Services engagement and relatively small project that followed, VRP’s support provided to The Leading Hotels of the World have grown to a dedicated development team of 10 people, including developers, manual and automation quality assurance specialists (testers), a solution architect and a technical architect. Working seamlessly with LHW’s in-house specialists, this team guides and actions development across Sales, Service, Experience and Marketing Cloud

• Key initiatives have included optimizing LHW’s Salesforce infrastructure to enhance performance, streamline operations, and unlock automation benefits. This includes redesigning the finance system to improve billing efficiency, implementing a unified group booking platform for better coordination, and migrating global customer service to Service Cloud for faster case resolution. VRP also helped relaunch LHW’s partner hotel portal, focusing on usability and data access, and introduced generative AI tools to bring immediate efficiency gains in sales and service interactions.
• In Marketing Cloud & Tableau, VRP has provided dedicated consultancy to elevate LHW’s campaign effectiveness and customer engagement. Projects include integrating Marketing Cloud with Sales Cloud for personalized campaigns, automating key communications like booking updates and loyalty notifications, and optimizing email templates with dynamic content. The team also introduced automated pre-arrival upgrades and send-time optimization, delivering measurable improvements in customer experience and engagement.