Delivering memorable customer experiences

Wherever guests gather in the hospitality industry, chances are WorldVue is helping to provide the entertainment. Formerly known as World Cinema before a rebrand in 2023, WorldVue is one of the leading providers of video, digital infrastructure, wireless connectivity and professional services to major hotel chains, managing 7,000 buildings and 900,000 rooms for diverse clients in North and South America, Europe, Asia and Australia.

"Everything we do is anchored in the needs of our customers," explains Chris Guthery, Vice President, Customer Operations. "We're guided all the time by our promise: We deliver. Every time. No exceptions. We want to be the go-to platform that designs, builds and supports the innovative property technologies that enhance the daily lives of guests, residents and employees."

To achieve its objectives, the organisation needed to deliver seamless customer experiences through automation, digital workflows and unprecedented transparency, giving its customers clear, consistent communications and fast time to resolution, at reduced cost.

By deploying ServiceNow Customer Service Management and Field Service Management in combination, WorldVue has consolidated all customer service inquiries and interventions onto a single platform. "We now have a seamless process from end-to-end," explains Guthery. "We can ensure that we are dispatching the right tech, with the right skills, with the right tools, to the right job."