Operating in over 35 countries with 157,000+ storefronts, OYO offers an integrated suite of products to streamline hotel management. Founded by Ritesh Agarwal, OYO transforms underutilized hospitality assets into branded spaces, delivering affordable and trusted accommodations to customers worldwide.
As a leading custom enterprise software development provider, we created a web application to help our client collect and analyze customer feedback for various properties, providing insightful reports using machine learning models.
This enterprise software solution helps management evaluate and compare the performance of each property based on key performance indicators (KPIs) derived from customer feedback.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
What problem did OYO need to solve with our custom software development service?
With rapid expansion across India and internationally, the client faced challenges in maintaining consistent service quality across thousands of properties.
Customers provided feedback across multiple platforms such as Google and internal tools, and the client needed actionable insights and a way to compare properties based on customer experiences in areas like food, cleanliness, and service.
OYO recognized the need for a strategic partner with advanced custom software development services to consolidate their diverse feedback channels and extract actionable insights. With our expertise in custom web application development, we were able to tackle these challenges.
Our Machine Learning Solution
As a top AI and Machine learning software development company, our expertise in integrating advanced technologies like machine learning were deployed to create ML OYO and address our client challenges.
Feedback Ingestion Pipeline: The feedback ingestion pipeline is a system designed to gather and aggregate customer feedback from multiple sources, such as Google reviews, internal company tools, and other review platforms. This ensures that all customer feedback, regardless of the platform, is captured in one central location for analysis.
Machine Learning Models: We are an AI and machine learning development company and Using advanced machine learning algorithms, this feature classifies customer feedback into predefined categories, such as positive, negative, or neutral. It can further break down feedback into specific aspects like cleanliness, service, or food quality for each property.
Qualitative and Quantitative Reports: This feature converts raw feedback data into reports that include both qualitative insights and quantitative metrics. Qualitative reports allow OYO to understand customer sentiments, while quantitative data provides measurable KPIs like average service rating, the percentage of positive reviews, and other performance indicators.
Property Comparison Tool: With 10+ years developing hotel and property management software added a property compare feature to allow regional Sales Managers and CXOs compare the performance of multiple properties based on key performance indicators derived from customer feedback.
Role-Based Access: The platform includes a role-based access feature, ensuring that users at different levels of the organization, such as CXOs, managers, or property staff, have access only to the information relevant to their role.
The Results
- 30% Improvement in Service Quality Control
- 20% Reduction in Customer Complaints
- 15% Increase in Positive Reviews
