NOVEMBER 2021CIOAPPLICATIONSEUROPE.COM8IN MYOPINIONWPushing the boundaries of Salesforce capabilities to put the world on vacationyndham Destinations' aspirations to extend and grow the brand beyond the traditional timeshare business isn't something the company could achieve without knowing our customers better and making it easier for our associates to do their jobs. Thanks to a new customer experience mindset, Wyndham Destinations increased consumer trust and delight. More insight and data on owners will also allow the company to better anticipate and plan for the future. This transformation revolutionized how Wyndham Destinations--and the timeshare industry ­ does business, making the customer experience seamless and customized, transcending any vacation ownership experience out there.A Salesforce transformation changed the way the company approached its offering, starting with handheld tablets to sign up for tours. This front-end interaction is crucial for sales, and ditching carbon copy paper for digital meant the time it took to book a tour was reduced by 70 percent, to just a few minutes. At the same time, Wyndham Destination employees were provided with the tools to do their jobs more easily.Kathy KilmerKATHY KILMER, SVP OF CUSTOMER RELATIONSHIP MANAGEMENT, CONSUMER INSIGHTS & ANALYTICS, WYNDHAM DESTINATIONS [NYSE:WYND]
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