Customer story
How Radisson Hotel Group took group RFP timeouts to zero
Ten brands, one sales organisation absorbing every group enquiry by hand. hivr.ai went in behind the systems Radisson already ran – and 95% of the European team came with it.
Mandy Stam
Senior Director Business Solutions
About
Radisson Hotel Group is a global hotel group operating ten brands across Europe, the Middle East, Africa and Asia Pacific.
Segment
Global hotel chain
Region live
Europe, Germany first to steady state
Portfolio
1,600+ hotels across 120 countries
Systems
SAP TMS4Hotels (EMMA)
Deployment
Headlessly behind Radisson's systems
The challenge
Every enquiry read and priced by hand
Group enquiries arrived into shared inboxes across ten brands. Every one had to be read, judged, keyed into the S&C system, checked against rooms and function space, priced and turned into a proposal – around 81 minutes of manual work on an average enquiry, from arrival to proposal sent. An enquiry landing at 4pm on a Friday competed with one landing at 9am on a Tuesday, and the ones that lost simply expired.
The solution
Behind the systems, not another screen
Radisson runs hivr.ai headlessly. The agents read each enquiry, extract the requirements, score the lead, pull rates and availability, build the proposal against the right brand template and write everything back – all inside the systems the team already opens every morning. There was nothing new to adopt. The 81 minutes came back to the team, who kept the relationships and the judgement calls and stopped doing the keying, the checking and the building.
The results
Not another AI pilot. Business value, delivered.
Zero
ENQUIRY TIMEOUTS
Down from 45% of all enquiries. Requests no longer expire before anyone reaches them.
2×
RESPONSE RATE
Faster replies to every enquiry. Across Europe, on every channel it arrives from.
95%
TEAM ADOPTION
Across a pan-European rollout. Unusually high for an enterprise deployment.
“Partnering with hivr.ai has transformed how we handle group bookings at Radisson.”
Mandy Stam
Senior Director Business Solutions, Radisson Hotel Group
Volume outgrew what hiring could fix
Radisson aims to be the hotel chain that is easiest to do business with. In group and meetings sales there was a gap between that ambition and what the teams could deliver. A planner who has not heard back in three days has already booked somewhere else.
There was no competing product to displace. What Radisson had instead was people – a large, experienced sales organisation absorbing the volume by hand, inside systems the group had standardised on and had no intention of replacing. Adding headcount in step with enquiry volume is not an option at group scale.
A rollout that asked nothing of sales
Two things had killed rollouts before: whether the sales team would actually use it, and whether proposals would still look like the brands. Running headlessly answered the first – no new screen, no extra step, nothing to log into.
The second is configuration, not code. Brand templates carry each brand's own logo, colours and styling, applied automatically based on which property the booking sits under. Approval rules decide what a revenue manager sees, moving them from approving individual proposals to setting the rules that govern the rest.
Live in steps. In the order that paid back fastest.
- 1
Capture & classify
- 2
Qualify & score
- 3
Price & propose
- 4
Auto-turndown
- 5
Manage rooms
Every enquiry, answered.
See it on your own brand templates.
Your systems, your templates, your approval rules.