Tom Puthiyamadam, digital products and consumer markets advisory leader at PwC. Because the team had no Salesforce expertise, it worked with the professional services firm PwC to implement the new system. The firm realized that something needed to change, so it decided about three years ago to move the entire booking process onto Salesforce's software. Wyndham Destinations wasn't analyzing any of its manually entered customer data for insights, either.
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The software hadn't changed since 1984, the year Apple's first Macintosh computer came out.Īs a result of that slow, manual back-end procedure, customers on the front end suffered, too, dealing with a choppy, disorganized process. Wyndham Destinations, which has vacation clubs in Mexico, Puerto Rico, Hawaii, and other places, would until recently record its bookings data through a decades-old proprietary software that had taken on lots of "Band-Aids" over the year, along with old-fashioned paper records, Kathy Kilmer, a Wyndham Destinations senior vice president, said. When people used to book vacation getaways through the timeshare business Wyndham Destinations, they'd either deal with sluggish software or have to sign up with a physical form that would be handed off to an agent. Sign up here to receive updates on all things Innovation Inc.The change cut the booking time for customers down by 70%.Wyndham Destinations previously used outdated software that was built in-house along with paper records, but transitioned to using Salesforce tools.The time-share business Wyndham Destinations worked with professional services firm PwC to revamp its bookings software.