Hyatt International Corporation

Hyatt needed to implement a Shared Services Centre providing complete reservations, finance, IT and other services for the chain’s nine hotels throughout the Pacific region. Biko Technologies project managed the establishment of Hyatt’s Pacific Shared Services Centre located in Melbourne, Australia. The center comprises a 40-seat contact centeras well as accommodating 20 finance, information systems and other support staff. The assignment involved a turn-key approach including site selection, selection of key technologies and vendors, staff recruitment and management of the project capital expenditure budget.  “We selected Biko Technologies because they offered a great combination of technical, contact center and hospitality industry expertise which we found very attractive. Their pragmatic approach, down to earth advice and consistent clear communication ensured the project implementation went smoothly."   Mr Gebhard Rainer, Vice President Hotel Finance and Technology, Hyatt International Corporation   Click here to view full case study Hyatt International - Melbourne, PDF Brochure(87.0 KB)

Australian Geographic - Management Reporting Solution To equip the marketing and merchandising team with timely, reliable and relevant information to support critical business decisions.Biko Technologies were tasked to provide a suite of new merchandising management reports . The solution was delivered using Crystal Reports and Microsoft SQL Server relational database. Data is extracted from Australian Geographics’ mission-critical, IBM AS/400 based back end retail and financial application. It is then imported to SQL Server. The reporting suite delivers key performance information in a concise manner to enable real business decisions.   “Not only did Biko deliver the technical solution they promised, they also advised us on the best way to achieve our business requirements. Biko’s blend of technical know-how and retail expertise gives them a unique advantage."   Mr Camryn Turner, Chief Financial Officer Australian Geographic   Click here to view full case study Australian Geographic, PDF Brochure(87.0 KB)    Hyatt International Corporation Following the successful implementation of a Shared Services Centre for their German hotels in 1997, Hyatt International decided to relocate and expand the center to cover hotels in other parts of Europe.  Biko Technologies project managed the new implementation located in Mainz, Germany, after a successful implementation of the Pan-Pacific Shared Services Centre in Melbourne. The center comprises a 40-seat contact center as well as accommodating 20 finance, information systems and other support staff The center handles reservations callers from 13 countries comprising English, French, Italian, German and Spanish speakers. “With the experience of a successful implementation in Melbourne, Australia we again engaged Biko Technologies to manage this important project for us in Europe. Once more, Biko’s diligent management and project communication ensured a successful on time, on budget implementation.”   Mr Gebhard Rainer, Vice President Hotel Finance and Technology, Hyatt International Corporation   Click here to view full case study Hyatt International, PDF Brochure(51.2 KB)      Dymocks Website Dymocks is one of Australia’s largest and most successful franchised book retailers, operating a network of stores in Australia, New Zealand, Hong Kong and Singapore.  Biko Technologies developed and implemented a range of projects with the Dymocks website achieving significant improvements for customers as well as streamlining back end fulfilment processes.  Biko also provided technical advice and expertise on capacity planning and redundancy for the website's infrastructure. www.dymocks.com.au "What we really value are the suggestions that come back. Not only are they doing the technical stuff, they are thinking about Dymocks' business while they work."   Christine Simmons, General Manager Marketing&Merchandise, Dymocks   The Dymocks web site is monitored by Biko's HawkEye Website Monitoring Service      Travelodge Website Travelodge Hotels and Resorts have built a chain of fresh new hotels offering excellent value for money. Travelodge has appointed Biko to develop the company’s online presence and to provide strategic direction for their evolving IT needs, which has involved project management and implementation of core operational systems as well as the development and hosting of the Travelodge web-site. www.travelodge.com.au "This was a mission critical project with demanding time lines and Biko had it working on Time and on budget."   John Farrell, CEO Travelodge   The Travelodge web site is monitored by Biko's HawkEye Website Monitoring Service      Air Caledonie Holidays Website Air Caledonie Holidays the packaged holidays arm of Air Caledonie International. They needed an online presence in a hurry and Biko came to the rescue. The site provides specialized information for planning and booking a trip to New Caledonia. Special package promotions are updated regularly so customers always get the latest information and prices. www.aircaledonieholidays.com "They are responsive and professional and we enjoy a 'no fuss' web presence which generates real business for us."   George Cecil, Marketing Manager Australia, Air Caledonie Holidays   The Air Caledonie web site is monitored by Biko's HawkEye Website Monitoring Service    Grace Removals Group - Online Removal Quotation Grace Removals customer web site provides for dynamic interaction with internal back-end system. This development enabled the capture of customer quote requests and the insertion of them directly to internal business critical information systems, in parallel to the established telephone quotes request system. Additionally, a payment gateway was integrated with the public site, allowing customers to make instant online payments. www.grace.com.au "Biko's work has allowed us to take out some redundant business processes generating significant timesaving as well as providing an innovative new service to our customers."   Howard Malyon, IT Manager Grace Removals Group      Trout Consultants Website Trout Consultants provide a range of consulting service for business's that are operating or considering a franchise network. They wanted to harness the power of the Internet and project their company's presence on the World Wide Web. The web presence had to reflect their company's professionalism and just as importantly, accurately convey their message. http://www.troutconsultants.com.au   "We selected Biko to develop and manage our online presence because they took the time to understand our business and what we are about. We also wanted a single point of contact to develop, host and monitor the site for us and Biko demonstrated their ability to do this. We particularly liked the proactive way in which they guided us in site design to ensure it was practical and matched the needs of our business."   Keith Perkin, Director, Trout Consultants Pty Limited    Hyatt Private Line Website Hyatt Private Line is a loyalty program in which members are rewarded for reservations. Hyatt hotels Members who have accumulated sufficient reward points can redeem them for various items and services including free nights and meals at Hyatt hotels. Hyatt contracted Biko to 'web-enable' their legacy Private Line database so that members could view their point status, claim reward and query missing stays. www.privateline.com.au "Since Biko web-enabled the Private Line system, we have seen an increase in membership activity and the systems involved have increased our customer service satisfaction levels significantly. We have received extremely positive feedback on the website from both members and travel industry personnel with particular reference to its clear and simple functionality."   Antonia Gilbert, Director of Loyalty Marketing - Pacific Hyatt International Hotels      Dymocks MIS / INTRANET Dymocks operate more than 90 stores throughout Australia, New Zealand, Hong Kong, Singapore and the Philippines. Dymocks needed to consolidate information from these stores on a daily, weekly and monthly basis. Biko developed a web browser based Management Information System (MIS) in which data is polled from all stores every night and reports are generated using Crystal Reports product, connecting to a central SQL Server Database. The reports include Bestsellers Report, Daily Sales Comparison Report, Store by Store Comparisons, Benchmarking reports and Sales Budget tracking reports. "The new browser based MIS system that Biko developed has generated several significant business benefits for Dymocks including reduced communication costs, more timely management information and improved integrity of information for the group. Furthermore, we are already enjoying 'spin-off' benefits from the new system including the ability for our stores to electronically download new releases into their store based point of sales systems."   Simon Spicer, Chief Financial Officer, Dymocks Group of Companies    Travelodge MIS / Intranet Travelodge appointed Biko to develop a web based Management Information System using Crystal's web server product connecting to their central Oracle database. These reports generate essential marketing and reservations information for Travelodge's hotels throughout Australia through an intuitive web browser interface. "Biko has a nice complementary balance of technical and hospitality industry knowledge, which we find very attractive."   John Farrel, CEO, Travelodge      Grace Removals Group MIS / Intranet Grace Removals is one of the largest removal organisations in Australia and New Zealand, with a network of around 50 branches, including International specialists branches and a fleet of over 650 vehicles. An MIS solution was developed, consolidating and distributing both sales and performance reports. Sales and quotes information stored in a Progress database is periodically consolidated to an SQL database running on NT. Consolidated sales/performance reports are then generated using Crystal Reports and saved to Lotus Notes for internal distribution. "In addition to providing valuable business input to our projects we enjoy a commercial relationship with Biko that is relaxed, open and among the best of all our suppliers."   Howard Malyon, IT Manager Grace Removals Group