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IntChat

In March 2020, when the spread of the coronavirus became a global issue, the world was suddenly put on hold. Borders were closed, public life was shut down, and many companies had to either suspend their activities or send their staff into remote work.

One industry that was, and still is, particularly affected by the COVID crisis is the Hospitality and Tourism industry.

Accor Group, one of the world’s largest hospitality management companies and the sixth-largest hotel network worldwide, had to coordinate the suspension of 3,500 hotels around the globe and used Taskworld to administer the suspension and subsequent reopening of their hotels efficiently.

We spoke with Vincent Ozanne, Director Hotel Openings India, Middle East, Africa & Turkey at Accor, about how the hospitality group had to pivot their Taskworld use case from opening hotels to now using the tool to temporarily suspending them from operation.

## The “Zero Hour” - suspending hotel operation in record time

When the world collectively went into lockdown, Accor had to act fast. They needed to find a way to temporarily close their hotels safely, quickly, and in an organized manner whilst keeping an overview of the status of over 5,100 hotels worldwide.

**Geoffray Maugin, SVP Global Guest Experience & Business Performance (Luxury Brands) at Accor** proposed to use Taskworld to monitor the suspension of their properties after it had been used successfully in multiple regions within the Accor Group to open hotels for the last few years.

Vincent recalls the challenges during the beginning of the pandemic:

_“If we go back in time, 3,500 hotels were suspended out of 5,100. That is around 70% of our network. In a very short period of time, almost overnight, we had to suspend the activities for all of those hotels globally. As you can imagine, not only we, but I think no one was ready to manage that kind of event.”_

Within two weeks, the team created a dedicated workspace in Taskworld to monitor which of the hotels were to temporarily suspend operation or remain open for business. This meant creating over 5,000 tasks with individual assignees and followers to reflect all properties in Accor’s portfolio.

This data was then connected to Google Data Studio to create a dashboard that would give the Executive Committee visibility over the hotel network’s status.

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While every region could decide for themselves whether they would like to roll out the suspension of their properties in Taskworld or offline, it became mandatory for everyone to report on the hotel’s status through the tool.

Naturally, Accor’s IMEA region (India, Middle East, Africa & Turkey) utilized Taskworld to coordinate the suspension in their area after using it for hotel openings previously.

By using Taskworld’s guest feature, which lets you collaborate with external stakeholders such as vendors, freelancers, and others directly on the platform without giving them access to company internal data, Vincent invited all General Managers of their IMEA hotels to Taskworld:

_“We involved the General Managers directly in this global monitoring by inviting all of them as guest users so that they would see only their own hotels and would not alter any information of their colleagues. The information of a hotel’s status sits with them, so it made sense to ask them directly to update their information through Taskworld, instead of asking them by email and then reporting it back into the tool.”_

## Reopening hotels under the right conditions with ALLSAFE

To ensure hotels were suspended correctly and could reopen safely, Vincent created a dedicated project for every hotel in the IMEA region, which included checklists and guidelines that had to be completed.

_“This was quite similar to the hotel opening format actually, but it was made for suspension and reopening. It was successful and fairly easy to implement because again, Taskworld was super helpful in doing so.”_

The guidelines for reopening were soon consolidated for the entire group and rolled out as “ALLSAFE”, Accor’s program to provide a safe guest experience with intensified hygiene & prevention measures.

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As experienced Taskworld users, Accor’s IMEA and Asia-Pacific regions decided to roll out ALLSAFE through one workspace in which every hotel would be reflected with its own project. All requirements for the ALLSAFE certification were organized by categories with matching tasklists. This allowed the team to monitor the rollout on a regional level and to document all processes.

Again, Accor utilized the guest feature to involve the General Managers of the properties:

_“The way we did the setup is that the General Manager is responsible for the rollout in her/his property. We have guest experience leaders in charge of the area who would monitor the level of the submittals through the system. And then, only if all criteria were met, then we would validate the internal certification of "ALLSAFE". And again, thanks to tags and sequences of projects and tasks lists, and the fact that we can easily upload photos as evidence. We managed to have a solid understanding and a confident assessment of the rollout of the program in our region.”_

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This strategy was not only used to initially roll out the ALLSAFE requirements but also to track and assess whether they were continuously maintained over time. Like the suspension activities, the data of the ALLSAFE Taskworld workspace was then connected to a Google Data Studio dashboard to give everyone visibility over the implementation of the new hygiene and safety standards of the individual properties.

Being able to track and see the properties’ activities on a larger level soon sparked the idea for other business opportunities.

## The future of the hospitality industry

Vincent believes that while leisure tourism will eventually recover first once the pandemic has been brought under control, the hospitality industry needs to get creative to restore their business travel revenue as experts project that video conferencing will replace some if not the majority of business-related travel even beyond the pandemic.

The COVID crisis taught many businesses that working from a distance is not as complicated as anticipated. However, not everyone has access to the right level of equipment to replace in-person meetings with video calls completely.

For that reason, Accor has decided to open up its conferencing solutions to small groups that have a need for hybrid meetings.

ALL CONNECT allows business guests to blend physical and virtual meetings. The concept is primarily targeted towards smaller groups (8 to 50 participants) that can use dedicated and fully equipped conference rooms in Accor’s hotels to connect with colleagues, clients, or vendors through Microsoft Teams.

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Within Taskworld, the team tracked the equipment needed and all requirements to roll out their hybrid meeting solution. The existing macro-management template that was implemented for ALLSAFE was used to assess the equipment level in every hotel and plan which properties needed additional investment to provide ALL CONNECT to their business guests.

The program launched in April 2021 and will initially be offered by around 55% of the properties; however, Accor aims to implement the new standards for hybrid meetings across all their brands and properties by 2022.

Vincent appreciates having Taskworld as a business partner in these challenging times and being able to rely on a tool that connects their teams worldwide:

“Rolling out Taskworld opened up opportunities to manage simultaneously and remotely multiple complicated projects like hotel openings, internal program launch, as well as crisis management programs from head to tail. Getting all our talents and experts to efficiently collaborate on a secured, organized, and systematic solution has been facilitated by the simplicity of onboarding our users. Taskworld proved itself to be a game-changer while we had to project manage the pandemic crisis at a global and regional level in a record time involving the collaboration of hundreds of colleagues from every corner around the globe.”

Thank you, Vincent, for sharing these insights with us! If you’d like to read more about how Accor opens hotels with Taskworld, check out out this article.

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Accor Group, one of the world’s largest hospitality management companies and the sixth-largest hotel network worldwide, had to coordinate the suspension of 3,500 hotels around the globe and used Taskworld to administer the suspension and subsequent reopening of their hotels efficiently.

How Accor is navigating through the COVID crisis with Taskworld

## How Accor makes hotel openings easy with Taskworld

The process of hotel openings is a lengthy and complicated one. Combining various departments, vendors, and external constructors can take three to six years from the signing of a new property until the opening.

To ensure everything from construction to branding and housekeeping is covered before opening a new hotel, Accor’s IMEA region (India, Middle East, Africa & Turkey) is using [Taskworld](https://taskworld.com/).

[Accor Group](https://group.accor.com/en) is one of the largest hospitality management companies in the world and runs the sixth-largest hotel network worldwide. The Group manages over 5,100 properties in 110 countries under various luxury, midscale, and economy brands such as Raffles, Fairmont, Rixos, Ibis, Novotel, Sofitel, and Movenpick.

We spoke with **Vincent Ozanne, Director Hotel Openings IMEA** at Accor, about the challenges of opening new properties, Accor’s requirements for a project management software, and the Group’s use of Taskworld.

Vincent Ozanne, Director Hotel Openings India, Middle East, Africa & Turkey at Accor

Vincent has been with Accor for 17 years. After joining the Group through an induction program, he spent a few years as Assistant General Manager and Hotels Operation Project Manager before moving to Dubai and fully dedicating his time to hotel openings in the region.

When Vincent started his hotel opening position, the region mostly covered GCC countries and consisted of 25 hotels with a strong plan to expand the territory and its scope. After 11 years, he is now looking at an extended region covering more than 400 operating hotels in IMEA with another 140 in the pipeline.

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## Opening hotels is no walk in the park

The Accor hotel openings team needs to coordinate brand-specific construction requirements with the properties’ individual owners starting with design and technical services. “We do have different sets of standards depending on the brand the owner would choose. You cannot build a Raffles property like you would build an Ibis hotel. All of those brands offer technical elements that are very specific.”, says Vincent.

As technical consultants, the hotel opening team liaises with architects, constructors, and interior designers on behalf of the owner before procurement and IT are involved in providing furniture, equipment, and the property’s connectivity structure.

Closer to the actual opening date, commercial, revenue and recruiting teams ensure that the hotel is manned and ready to run.

Vincent adds: “Our role as the hotel opening support department is to make sure that everybody is on the same track, has access to a good level of information, and ensuring we work towards the expected timeline. Our responsibility is to make sure that all the assumptions taken from the different experts who are involved in projects are properly assessed, recorded, and shared amongst the whole team so that we move on par with our expectations and guidelines.”

Getting everyone on the same critical path and ensuring visibility and accountability is crucial for any business’s success. Miscommunication such as hiring the ground team members too early or not implementing the proper brand standards can lead to a substantial financial loss for the owner and directly impact the hotel’s guest satisfaction and popularity.

In total, the team is looking at around 3,000 tasks that need to be completed before they are ready to open a new property.

## An excel list with 1000s of rows

Before Taskworld, Accor’s IMEA region managed their openings with an Excel sheet that included thousands of rows with tasks and tentative dates. To keep everyone on the same page, the Excel sheet was sent back and forth via email.

As this was a static process that couldn’t represent all activities needed with a higher error ratio and a flood of internal emails, Vincent started scouting for a project management tool that would support their openings process and identified these core requirements:

1. **Visibility:** Keeping an overview of the different things that need to be considered is essential to ensure timely completion of the openings pipeline. Even a slight delay results in immense costs for the property owner.
2. **Ease of use:** a key priority for Accor was to find a tool that was easy to adapt to and wouldn’t require a lot of time and resources to get the team onboarded. “After all, we are hoteliers, not engineers,” says Vincent.
3. **Alignment:** With all the various stakeholders involved, Vincent highlighted that distributing the critical path of the openings operations in an easy-to-understand way was one of the main requirements for their purchase decision.
4. **Flexibility:** Even though every hotel opening roughly follows the same process, there are always differences for particular regions or brands or ad-hoc changes to be made. The team needed a platform that would allow them to manage a set process while keeping the flexibility to adjust tasks and deadlines for every hotel.

While testing several solutions, Vincent realized that other Accor teams in Asia had already started working with Taskworld on a similar use case. “Southeast Asia was the first region to adopt Taskworld to manage pre-openings back in 2016. From this point, it was quickly picked up as a best practice and implemented across regions.”, says Claire Arnold, Projects Director for Southeast Asia, Japan & South Korea.

Vincent decided to implement Taskworld for his region and further develop best practices based on their Southeast Asian colleagues’ use case.

## How Accor is using Taskworld

Instead of a gigantic Excel list, Accor’s IMEA region is now organizing its openings within Taskworld.

_“We have organized the Excel checklist into projects that match the department names. Within the projects, we have different tasklists that represent the different activities or sequences. Each and every task is organized inside with preloaded attachments. It saves us from gathering all the information together and trying to make sure that we don't forget anything when the team is onboarding.”_, says Vincent.

Every hotel opening starts with the same project template and is then adjusted based on regional and brand requirements. Accor utilizes tags in their template to indicate the responsible team or person and the timeline the particular task needs to be completed.

Taskworld’s Assignee and Follower function makes it easy for the team to keep track of their deliverables while following the progress of their team members’ work.

All requirements and preloaded and templated, so it is easy for the team to review what needs to be done. Vincent highlights that this has also made it easier for them to involve externals and new colleagues. The platform is easy to understand and all information readily available; _“When someone is involved in the project, they log in, they know exactly who is the point of contact for every topic. The information is already preloaded. They know exactly what is expected and when. They know where to find the documents, instead of trying to find their way around in the intranet where everything is stored.”_

## Expanding the use of Taskworld into other departments

After IMEA and Southeast Asia implemented a successful hotel openings process within the platform, Vincent and other stakeholders in the Accor management team considered rolling out Taskworld to other regions and departments.

_“We saw back then that there was a lot of attraction from different departments that realized some regions were using a tool that was interesting in the context of hotel openings. That's how it started to fire up in the group. That's why we wanted to push for it. There was, and still is, a strong development pipeline, so it was very much needed, not only in IMEA but also in other parts of the world”_, says Vincent.

The hotel openings team in France, where Accor is headquartered, also started to implement Taskworld to manage their opening processes. Florence Debruyne, Director Hotel Openings France, noticed that they could reduce internal emails and improve communication by utilizing Taskworld to exchange documents and task comments. She adds: “As Taskworld is interactive, it allows all participants to have an eye on the progress of the project and to communicate easily.”

Melodie Baud, Senior Manager Quality, Pre-Opening Process and Special Projects for Accor’s European Luxury Brands, picked up some best practices that Vincent developed for her team: ”The usage of Taskworld is a key component in the handling of many of our major projects, especially around our new hotel opening strategy. It has helped us keep a good track of these challenging projects and manage the risks as best as possible thanks to its clear, concise & straightforward functionalities. It’s bringing much value to all stakeholders working on Taskworld daily.”

With a growing team on the platform, Accor was able to align departments and some of their regions regarding the hotel opening process and utilized Taskworld to suspend and monitor the closure of over 80% of their network when the COVID crisis hit.  Additionally, they implemented new safety and hygiene guidelines in all their properties to tackle the spread of the coronavirus.

## How Taskworld impacts Accor’s success

Taskworld makes it easy for Accor to keep an overview of all deliverables and people involved during the challenging and complex process of opening hotels.

_“This is a game-changer for this level of implementation of standards because now we know exactly who's in charge of what.”_, says Vincent.

Aligning numerous departments and teams around the globe is Vincent’s biggest win since Accor started working with Taskworld: _“With all of our different brands, we have preloaded all brand guideline essentials to Taskworld. So when the Head of Marketing for Fairmont pushes a new standard, he would upload it into the Fairmont section on Taskworld. Then from my end, at the other side of the world, whenever I have a new Fairmont that opens, I would pick this brick, and I would just put it in my opening checklist.

This is the link between everyone that we want to push more and more, bridging different departments to make sure that we know exactly what's happening everywhere and we provide the team on the ground with the right level of support.”_

They can easily connect colleagues, new joiners, and externals. Vincent explains that he can help onboard new members to the platform in as little as half an hour, thanks to Taskworld’s ease of use and Accor’s preloaded templates. He highlights that the process of opening hotels and taking over properties from competitors is done in no time with Taskworld.

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When a branded hotel in Dubai had to be suspended due to COVID, the Accor team managed to take over, rebrand, and reopen to the public within only a week. They connected the remaining ground staff to Taskworld and helped them implement the new brand standards exceptionally quickly, thanks to their preset templates.

“We were able to turn around an existing hotel managed by a competitor into an Accor property in record time because the rolling out of all of our standards is made much easier thanks to Taskworld.”, Vincent adds.

Other teams also noticed a drastic change in performance since they started using Taskworld. Claire Arnold, whose team in Southeast Asia piloted the use of Taskworld within Accor, points out that the collaboration between cross-functional teams has been improved, efficiency has been increased. Deadlines are now easy to monitor, which led to a significant improvement in performance overall.

**Olinda Aguado, Guest Experience Junior Manager** for Accor’s Luxury Brands, highlights that not only Taskworld’s features but also the team behind the scenes played a big part in improving their day-to-day operations: “Taskworld has been extremely useful to help us organize ourselves and our data. We were able to get centralized real-time information, which truly increased our team’s performance. The Taskworld team is very kind and responsive: always ready to help!”

Just five years ago, Accor’s IMEA region was looking at ten openings a year, while now, with the help of Taskworld, they have 40 openings scheduled for 2021.

We’re thrilled to be part of this journey!

Thank you, Vincent, and everyone from Accor who took the time to speak with us.

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The process of hotel openings is a lengthy and complicated one. Read here how Accor is managing this with Taskworld.

Accor が Taskworld でホテル開業を容易にした方法

How Accor makes hotel openings easy with Taskworld

# How eyevolution is Revolutionizing Online Marketing in Germany with Taskworld

For decades, marketing agencies have followed a standard template – the black-box model. Regardless of the team’s level of transparency, they always had a wall between them and their clients. The best agencies update the clients frequently. But for one agency, that wasn’t enough.

 

Founded by [Marcel Portofoé](https://www.linkedin.com/in/marcel-portofo%C3%A9/), [eyevolution](https://eyevolution.de/) is an innovation-leading digital marketing agency based in Hamburg, Germany. It’s renowned for offering unparalleled access to its projects to clients. And it does so with the help of Taskworld. 

 

To say that Marcel has a killer skill set is an understatement. A media computer science graduate who also deep-dived into data-driven online marketing, web-tracking, and eCommerce, Marcel started his career at one of Germany’s biggest eCommerce platforms – Otto. He gradually acquired deep expertise in multi-channel marketing, controlling, and data warehousing. 

 

John sat down with Marcel to learn more about him, eyevolution, and how Taskworld has helped them achieve their goals.

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## 1. What led you to create eyevolution?

 

Back in 2012, customer journey and data-driven online marketing primarily captured big companies’ interest and not small or medium businesses. I saw a gap in the longtail markets and decided to provide small, medium businesses with the same quality of online marketing as bigger enterprises. 

 

That’s how eyevolution was born in 2014. We have been growing constantly and sustainable ever since. Unlike most agencies that specialize in a specific aspect of online marketing such as SEO, Google Ads, Tag Management, Facebook or Amazon ads, eyevolution offers a holistic strategy following the idea of customer journey mappings. That’s how we have been able to create success stories and cultivate strong relationships with our clients. Instead of juggling 5-6 agencies, they can rely on one partner and have connected multi-channel strategies. We dedicate teams of employees to each client on demand. Our clients can have their own online marketing team with just a missing expert or even no digital team at all. We see ourselves as a team that completes our clients’ teams. 

 

Another benefit of being a holistic agency is that if an approach or a channel isn’t working, clients can rely on our honesty and make adjustments. This is harder for channel-specific agencies who’ll do everything to defend their channel even if it isn’t working. 

 

## 2. What is Cloud Connect by eyevolution?

 

Cloud Connect is our new product. The single biggest problem with our clients is that their data is all over the place – from their own intranet to third-party tools. Cloud Connect is a single point of data for our clients. It’s a secure data-warehouse that consolidates all the critical marketing data of our clients. As we have a long history of API development and integration, we started working on it because it provides great value to our clients and helps them make better data-driven decisions. 

 

## 3. What were the challenges that eyevolution was facing?

 

We have always had a strong focus on internal documentation. Every new team member is expected to learn how to work with the clients and embrace the company’s strategic vision. This wasn’t easy for new joiners, especially if they came from companies that lacked a similar system.

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We tried building a transparent information system and organizing projects on cloud tools like WorkFlowy. However, we needed something more. We needed a project management software that could also reduce emails for internal and external communication.

 

So we wanted one platform that could provide project management, transparent project documentation, and a communication channel that wasn’t spammy but structured and centralized. 

 

## 4. What made you pick Taskworld?

 

We made a list of features that we needed and also noted other requirements such as GVO/GDPR conformity, data security, and potential customization. We then tested 3-4 project management tools including MeisterTask and Wunderlist. It was a comprehensive process as we even looked at the technology behind the tools. 

 

We were also in touch with the customer success managers of all the tools under evaluation. With Taskworld, we had an experience that left an imprint. We had suggested a feature to the Taskworld team that the application lacked at that time but was very important for us. We are not a big company, so didn’t expect much from it. 

 

The Taskworld team told us that the feature looked interesting and that they’ll put it in their roadmap. I thought it was just a standard response that companies give to feature requests from potential clients. Instead, in a couple of weeks, Taskworld shared the timeline for the release of that feature with us. This experience captured our interest. 

 

## 5. Which feature was that?

 

The guest feature; it’s the ability to invite external parties to your workspace with limited visibility without using up your licensed seats. This was truly a killer feature for us because we didn’t want to use a project management tool solely for internal purposes. We wanted it to interact with our clients too, and the guest feature is perfect for that.

 

We also had another request – integration of Google tag manager with the VPC deployment of Taskworld. At first, I didn’t imagine Taskworld would do something like that, but they were completely open to it. In the end, Taskworld provided us a solution that completely fulfilled our needs. 

 

Taskworld gave us a way to explore white-label features. This allowed us to make certain adjustments to the front-end interface and present our login page to the clients with our own branding by integrating a small JavaScript code.

 

We were happy because Taskworld is a bigger company than us with bigger clients, but they still listened to us.

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## 6. What would you have missed out on without Taskworld?

 

Without Taskworld, we wouldn’t have been able to accomplish our vision of how to work as a company. We are constantly evolving and scrutinizing our own processes. I can’t imagine how it will be like without Taskworld because after 2,5 years it became such an integral part of how we work with our clients. 

 

I’d like to thank Taskworld and especially our customer success manager – Mandy, who is always in touch with us. If there is a problem, we get an immediate response from Taskworld. If something takes longer to resolve, we still get feedback when it’s resolved. This is not common in most software companies. 

 

## 7. What is it like onboarding clients to Taskworld? Is there any friction?

 

We use monthly and weekly iterations to work with our clients. We show them what we are working on and how we are working on any specific task. 

 

All our client meetings start on Taskworld with a recap of what we have finished. We then again consolidate new client ideas on Taskworld and show them the process so that they too get familiar with the platform. This is important because just giving them access isn’t enough. When clients understand our workflow on Taskworld, they get curious and see the advantages of working together on it. 

 

Getting feedback on Taskworld is much faster than emails because you can see who’s online and who has read your message. eyevolution is a digital company. We have only one printer in the office, and whoever uses it gets angry looks in a fun way. Sharing our workflow on Taskworld also serves as an inspiration for our clients who themselves want to embrace digital collaboration practices.

 

So it takes some time, but our clients see the advantages of collaboration on Taskworld. And did I say that working with the last few email stacks for client conversation feels like slow motion and stone age now?

 

## 8. Has Taskworld helped with client retention?

 

Yes, because it became a central part to fulfill a key value of our company culture: transparency.

 

And that helps us build trust with our clients. They haven’t experienced such a level of transparency with their previous agencies. Most agencies have a black-box model to build dependencies. For example, if they are successful, they don’t offer much insight into how they did that in order to maintain client dependency. 

 

We share our project management and know-how on Taskworld openly with our clients, and this helps build loyalty, trust and provide know-how transfer as a unique service proposition. Such transparency brings credibility to our invoicing system. 

 

For example, our monthly invoice logs all the work done during that period. And each action item links back to a task on Taskworld. If a client wants, they can access the task and see the work done in it, along with who worked on it and for how long. They can see the complexity of each task. This also helps us in giving better estimates for upcoming tasks to the clients. 

 

### Wrapping up

 

Thanks again Marcel for taking the time to have such a wonderful conversation. 

 

It’s exciting to see the level of transparency that eyevolution is bringing in working with its clients. We are ecstatic that Taskworld is playing a small part in it 🙂

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eyevolution is tackling a huge issue with marketing agencies: transparency. Don't miss how they're changing the game!

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