The challenge

A global hotel chain sought to strengthen its new account acquisition engine. The business needed a partner capable of operating at scale across the full account lifecycle: from initial prospecting and outreach through sustained nurturing and long-term relationship management. 

Specifically, the company needed support in five critical areas: 

• Driving consistent new account creation at scale 
• Supporting account nurturing and relationship-building efforts
• Increasing spend activation across newly acquired accounts
• Converting new accounts into measurable revenue and room night growth 
• Maintaining long-term engagement to maximize account lifetime value

Compounding the operational challenge was a visibility gap. The company lacked clear insight into how newly acquired accounts were performing relative to their broader legacy portfolio. Without that comparative lens, optimizing acquisition and activation strategies in real time was difficult.

Our solution

TTEC implemented a proactive, end-to-end account acquisition and nurturing strategy designed to accelerate account activation and maximize revenue growth.

We focused on:

• New account acquisition at scale: Our business development representative (BDR) team scaled outreach efforts across the portfolio, driving a high volume of new account creation while maintaining the quality of prospect engagement. Sustained follow-up activities ensured that interested prospects moved efficiently through the pipeline without falling through the cracks.
• Account nurturing and relationship management: Recognizing that acquisition alone is not enough, we established a structured monthly touchpoint cadence designed to deepen relationships and encourage spend activation among newly acquired accounts. This ongoing engagement strategy was built to improve account maturity over time, systematically moving accounts from created to active to fully contributing members of the portfolio.
• Revenue activation: TTEC deployed a focused follow-up cadence explicitly aimed at increasing three key outcomes: account spend participation, room night generation, and long-term account value. By maintaining consistent, relevant outreach beyond the initial acquisition phase, we helped the company move new accounts from onboarded to activated.
• Performance visibility and reporting: To close the visibility gap, we implemented quarterly performance tracking across four dimensions: accounts created, accounts with spend, revenue contribution, and room nights generated. This reporting framework gave the company a clear, comparative view of the new account portfolio against the legacy base. It enabled engagement strategies to be continually optimized and gave leadership the data it needed to quantify the business impact of new account growth.

Results

Our partnership with the brand delivered measurable, significant outcomes across account acquisition, revenue generation, and portfolio contribution.

Our work created 9,088 new accounts, demonstrating out ability to execute acquisition programs at scale, and generated $6.14 million in revenue from new accounts. 

New-account growth was substantial; new accounts contributed about 12% of the total revenue in 2025. 

These results reflect TTEC's ability to combine scalable acquisition programs with long-term account nurturing strategies that convert new relationships into measurable revenue outcomes.