Travel and hospitality / Hotels
Wyndham Hotels & Resorts: Self-service support for franchise owner inquiries
- Company
- Wyndham Hotels & Resorts
- Country
- United States
- Adoption stage
- In operation
- Source published
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
According to a Salesforce customer story, Wyndham Hotels & Resorts is one of the world's largest hotel franchising companies, supporting approximately 8,400 independently owned properties across its portfolio of brands. The same story explained that when franchise owners needed help with tasks such as resetting a password or resolving a reservation issue, they had to call the contact center. It also said that although these questions were straightforward, answering them took time away from both owners and reps.
Technology and data
Wyndham launched agentic support powered by Agentforce in Wyndham Community, its online owner portal built on Experience Cloud. After logging in, owners start a chat and type their questions in natural language, as they would speak to a support rep by phone, and get answers about billing, property management, how to complete a task in their property management system, reservation issues and brand standards. Requests that need more in-depth support, such as managing a property improvement plan or exploring a new promotional program, are routed to a service rep through Agentforce Service, and because the rep receives the full conversation history, the owner does not have to repeat anything. According to the same story, support articles, brand standards and training materials from Salesforce Knowledge and Box are made available to Agentforce through Data 360, while MuleSoft streams property management and reservations information from Oracle Opera and SynXis into Data 360 to ground the answers. The same story explained that for billing questions Agentforce calls into AWS Redshift through an AWS model context protocol (MCP) server to retrieve invoice data in real time and answer with the latest information.
Results
According to the same story, Agentforce today handles 100 conversations per day, autonomously resolving 20% of franchisee inquiries and contributing to a 25% reduction in contact center call volume. The same story explained that as owners increasingly turn to the agent for routine support, service teams can spend more time helping with complex requests. Michael Mahar, SVP, Head of Commercial Technology, Loyalty & Digital Products, said Agentforce has given franchise owners a new way to get help without picking up the phone. The same story said the company plans a property onboarding agent that helps new owners submit documents, upload images and manage property improvement plans, and a franchisee billing agent that gives owners quick, secure access to billing and invoice information, and also plans to extend the franchisee agent to WhatsApp and proactively notify owners about system outages through text or chat.
Limits and open questions
The same story does not say when the agent was launched, or over what period and against what baseline the 20% resolution rate and the 25% reduction in call volume were measured. The figures come from a customer story published by the vendor Salesforce, and no material published by Wyndham itself was found in this research.
Sources
- Wyndham offers convenient self-service for franchisees with Agentforcesalesforce.com, Accessed
Compiled from public sources. These are not results from ATF Works customers.