Streamlining Internal Project Requests for Leading Global Hotel Franchise

  • July 17, 2025
  • Girikon
The Background

With multiple departments proposing new initiatives, the client needed a consistent process to handle project requests involving stakeholders such as Business Owners, Product Managers, Enterprise Architects, Project Coordinators, Pillars (functional groups), Domain Experts, and the PMO (Project Management Office).

The previous process was inconsistent and informal. Requests were usually shared over email or in meetings, and often ended up sitting with one group for too long without follow-up. There were no automated alerts, no reporting, and no clear way to see who needed to take the next step. There were no automated alerts, no reporting, and no clear way to see who needed to take the next step.

The Client

The client, based in Phoenix, Arizona, is one of the world’s largest hotel franchise groups, with well-known brands like Radisson, Quality Inn and Cambria. Since 2020, they’ve partnered with Girikon, their dedicated Salesforce Partner, to improve external users’ experience as well as internal processes through the Salesforce platform.

Regarding the BRM-CRM Portal, the client turned its attention inwards: fixing how internal teams submit, review, and approve new technology and business project requests. The goal was to fix how internal teams proposed and managed new projects, which until then was mostly informal, inconsistent and lacked proper tracking.

The Problem

The client faced several challenges in managing internal project requests:

  • There was no standardised intake or approval process, leading to inefficiencies and delays.
  • Requests were frequently left sitting with one team due to lack of reminders or alerts.
  • Stakeholders had limited visibility into the status or history of project requests.
  • Because the existing Salesforce org was shared by other teams, any new solution had to be restricted specifically to BRM users.
  • Collaboration between business and technical teams lacked structure, thus the process of evaluation, estimation, and prioritisation has been slowed down.
The Solution

Girikon developed a Project Intake Portal on Salesforce Experience Cloud, specifically tailored for the BRM (Business Relationship Management) team. Built on top of Sales Cloud and Experience Cloud, the portal provides a structured end-to-end process for submitting, reviewing, and approving internal projects.

Here’s how it works:

  • Business Owners log new project requests through an online form.
  • Requests are routed to the relevant Pillar (a department group) for review.
  • If accepted, the Discovery Team (led by Enterprise Architects) steps in to explore the scope and come up with a conceptual solution.
  • If any internal systems or business areas will be impacted, Domain teams provide estimates.
  • The PMO then reviews the details and works with the Pillar to prioritise or send it back for changes.

Everyone involved has a role-based view, meaning they only see and access what is required from them. The system sends timely emails and on-screen alerts so that requests don’t fall through the cracks. The entire portal sits within a controlled part of Salesforce, keeping access limited to the BRM team. Git and Bitbucket were used behind the scenes to manage changes and updates.

The Outcome

The Project Intake Portal has made it much easier for teams at the client to manage internal project requests. Everything’s in one place now — requests are logged, tracked, and actioned without relying on back-and-forth emails.

Notifications keep things moving, and managers can quickly see where requests are sitting or slowing down. The process is faster, clearer, and easier to follow, helping teams kick off projects with less hassle.

It’s a big shift from how things worked before — more visibility, better coordination, and fewer delays.

Streamlining Internal Project Requests for Leading Global Hotel Franchise

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