InterContinental Hotels Group

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The Problem

As the Director of Web Delivery at InterContinental Hotels Group — the world’s largest hotel company, with 4,732 hotels globally across 11 different brands — Chad Westfall is focused on maximizing key functionalities like search, inquiries, and bookings. Every millisecond of page latency costs thousands of dollars in lost sales. In 2013, Chad began experiencing slow website response time across a number of IHG’s domains. He suspected it was coming from unauthorized digital vendors collecting data and slowing down several of IHG’s domains. But he had been unable to identify the source. Westfall needed to regain control of the vendors that comprised IHG’s “Marketing Cloud” to understand how they were impacting his company’s digital ROI and take action.