Stable operation despite rollout complexity – Managed service for Motel One

How we stabilize an integrated SaaS landscape, establish standardized service processes, and lay the foundation for scalable, measurable regular operations in parallel with the international rollout.

Shortcuts to the project

With the introduction of a new integrated SaaS system landscape, Motel One is modernizing central processes along the hotel and distribution chain. The increasing complexity of platforms, integration, and providers required a structured operating model that would create stability during the international rollout while laying the foundation for scalable regular operations.

Our approach

We deliberately set up the managed service in parallel with the rollout. Support and operational services became productive at an early stage, while we iteratively developed maturity issues such as monitoring, KPI reporting, knowledge building, and accountability models.

The project and operational setup is designed in such a way that the transition to regular operation can be controlled, low-risk, and measurable.

Application Management

to stabilize and further develop the application landscape

Central Service Desk

for structured management of incidents, changes, and service requests

Comprehensive monitoring and reporting

for transparency, controllability, and service quality

Service and escalation management

to ensure defined quality standards

Coordination of the multi-provider setup

along clear end-to-end responsibilities

Comprehensive stabilization of business-critical processes

The service comprehensively covers Motel One's central SaaS system landscape – from booking and distribution processes to transaction-critical payment procedures to document, archiving, reporting, and controlling functions. Temporary solutions during the ramp-up phase are operated with a clearly defined level of support and gradually transitioned to a consolidated operating model.

Stable operation despite ongoing rollout

Transparent and measurable service quality

Integrated operating model instead of isolated system silos

Clear responsibilities in a multi-provider environment

Scalable and structured transition to regular operation

Stability as the basis for scalable growth

The parallel structure of the managed services enables Motel One to operate in a stable and transparently controllable manner—despite ongoing transformation. This creates a resilient operating model as the basis for sustainable growth. The focus is now on further industrializing operational capability: expanding monitoring and KPI control, consistent process consolidation, and structured transition to fully established regular operations.