Success story
HyattIndustry• Hospitality

Solutions• OpenText™ Content Management• OpenText™ Portal• OpenText™ Web Experience ManagementResults
Built brand consistency,collaboration
Promoted corporate culture
Increased productivity
Reduced expenses

Hyatt connects international enterpriseMultinational hospitality company drives branding, productivity withintranet powered by OpenText“We needed a communication tool that better connected
our corporate offices to our hotel colleagues.”
Mike Cohen

Director of Communication Systems
Hyatt Hotels Corporation

Hyatt connects international enterpriseConsistency is comforting in branding as well as in the business ofhospitality. With 14 premiere brands, Hyatt Hotels Corporation strives
to deliver a reliably rewarding experience to its guests, colleagues
and owners in more than 750 hotels across 55 countries.
Prior to implementing a content management system, Hyatt faced
challenges imposed by the development, distances and time zones ofa widely distributed workforce, especially as the high-end hospitality
company expanded through a franchise model with burgeoning growthin the Asia-Pacific region.
Over time, web presence for Hyatt brands—from luxury hotels to vacation
resorts—consisted of separate sites developed using a variety of tools,
each with different branding, navigation and styling. Within the company,
updates could be buried in email while brand standards were burned toa DVD to be mailed from the Chicago headquarters to international locations. Mike Cohen, director of communication systems for Hyatt Hotels
Corporation recalled: “We needed a communication tool that better
connected our corporate and regional offices to our hotel colleagues
to both disseminate key brand standards and policies, but also break
down barriers and allow for more engagement and collaboration
across the company.”Following its search for an established vendor with a proven record, Hyatt
implemented a corporate intranet in 2008 powered by OpenText. Morethan a decade later, Hyattconnect continues to deliver a unique intranet
experience to almost 115,000 colleagues using OpenText™ Content Management, OpenText™ Portal and OpenText™ Web Experience Management.

“Hyatt places a great deal of value on its branding and on thebeautiful and smart design of all of its properties,” noted Jose
Santiago, who oversees the OpenText platform in his position as seniortechnical manager for intranet systems with Hyatt Hotels Corporation.
“The intranet site must deliver and preserve the same impression to
all its employees, regardless of where they are located or what role
they perform.”
Every Hyatt employee across the globe relies on Hyattconnect for
the latest corporate news, links, daily applications and searchable information. More than 200 content editors use Content Management todesign and deploy Hyatt web assets in a consistent and timely manner
to Hyatt’s intranet, thus ensuring uniform, modern and upscale branding.
Hyatt Global ID, managed within OpenText, ensures employees accessinformation and applications tied to their roles and authorizations forcontent personalization and security. In fact, through Portal, Hyattconnect
serves as a mission-critical entry point to other enterprise applications
with a single sign-on.
Among other popular capabilities of Hyattconnect, employees use theFind feature to search for people, information or locations in the corporate directory with immediate results. They do so at their desktops orwhile traveling via a mobile interface to the intranet site.
In addition, Web Experience Management supports other internal sites.
Hyatt professionals use a modular API to create and update content ina preview environment before publishing live. “It allows us to build ourweb site page content in a way that requires almost zero training,”
Cohen related. “We can spin up responsive sites that can be very
image intensive for our marketing groups with little to no training.”“We haven’t hit thelimits on the software…
we’ve been in a constantimprovement cycle.”
Mike Cohen

Director of Communication Systems
Hyatt Hotels Corporation

Hyatt connects international enterprise

Hyatt’s initial intranet project met technical design goals, but departmental content was sporadically entered at launch, causing the site tobe viewed as an empty portal. With C-Level leadership stressing theimportance of the site, content grew from 10,000 items to 220,000
items and eventually approached two million page views per month.
Content, views and capabilities continue to grow supported by theOpenText scalable, hub-spoke design model, according to Cohen.
“We would have likely hit the limits of another content management
system,” he noted. “We went with the OpenText Enterprise Content
Management system and—10 years later—we haven’t hit the limits
on that software… we’ve been in a constant improvement cycle.”
Hyattconnect maintains brand consistency and promotes the Hyattculture of excellence within the enterprise and across functions andcountries. “One of the main business objectives was to eliminatesilos,” Santiago said. “Hyatt has separate regional operations, butwanted a way for people in the company to think of themselves
as working for the Hyatt organization as opposed to working fora distinct geographical business unit.”

Founded on OpenText, Hyattconnect also returned productivity improvements and cost-savings.
• Portal users spend less time searching for information and accessing
workflow or applications. They reallocate saved time to other tasks.
• Content editors create and update pages andsites without involvement from IT.
• Departments cancelled contracts for sites maintained by third parties.
Hyatt expects to continue its partnership and improvement cycle withOpenText, including translation of content in an ever-changing international scene. The relationship thrives because OpenText “gets enterprisecustomers,” according to Cohen. “When you partner with someone
for 10 years … you have to look at replacing vendors if software
gets contentious. We’ve never had that issue with OpenText,” he said.
“OpenText seems to understand how to treat the relationship.”

About OpenText

OpenText, The Information Company,
enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information about
OpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
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