Case Study: Wyndham Vacation Ownership

Optimizing Compliance with Global Contract Management

Sales team gains control, speed and efficiency through worldwide document automation

The Business

Wyndham Vacation Ownership is the world's largest developer and marketer of the flexible, points-based vacation ownership products. With 155 vacation ownership resorts throughout the United States, Canada, Mexico, the Caribbean and the South Pacific, the company serves more than 820,000 owners and families worldwide. Three primary consumer brands - Wyndham Vacation Resorts, WorldMark by Wyndham and Wyndham Vacation Resorts Asia Pacific – are managed from the headquarters in Orlando, FL (USA) and supported by more than 12,500 employees globally.

The Challenge

Facing a sales location increase of 273%, Wyndham Vacation Ownership wanted to automate, control and speed the sales contract process to meet the needs of an expanding company and client base and increasing regulatory responsibilities.

In 2001, the company began working with ISIS Papyrus to improve and enhance the existing process that involved the Legal, Sales, Sales Document and IT teams in creating and delivering accurate, timely and compliant sales documents:

  • Conversion of 400+ document templates
  • Creation of new online system (OLS) for development and production
  • Generation of 20-30 documents per contract/transaction
  • System support for 30 sales locations

The Solution

The new Papyrus-based Sales Document system drove significant efficiencies in productivity, compliance and customer response by optimizing the integration of content, process and data for the leisure company's worldwide sales force and its primary support organization:

  • Controlling 2,600 templates and 60 document types
  • Associated geographic versions (legal, language)
  • Distributed support for 82 sales locations
  • Releasing same-day changes, if required
  • Enabling secure PDFs
  • Reduced dependence on IT

The Future

The successful Wyndham Sales Document system led to advances for other business groups including Title Services. With shared templates that users maintain without IT involvement, Wyndham is efficiently managing application libraries of 1,100 document templates and 450 module files and Papyrus' flexible workflow setup enables automated document processing.

The new Papyrus Title application reduced mainframe dependencies while enabling document modification in just minutes, as well as efficient document generation for both on-demand and volume batch production.

Timeshare compliance

Wyndham must comply with designated regulatory agencies in the United States and internationally to retain the right to sell and market their products. Many of these agencies have specific requirements that may dictate specific documents or additional language on existing documents, along with deadlines and fines for non-compliance.

Because the timing of new and revised documents is important to maintain worldwide regulatory compliance, Wyndham needed to reduce the 4-6-week turnaround for document changes by enabling the Sales Document team to update templates directly without IT intervention.

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Wyndham uses Papyrus to update 60 types of highly regulated sales documents in 4 steps instead of the previous 7 steps.

Sales site impact

Wyndham's previous manual sales document system using carbon-copy forms and impact printers to prepare 20-30 documents per transaction took 45-60 minutes for each contract. Use of Papyrus reduced various "hidden" costs from slow production, ­errors, wasted (outdated) forms and storage by enabling electronic document design, on-demand document generation, PDF output and local printer management. The platform-independent system also easily transitioned to Windows and integrates with other user and batch processing applications.

With the Papyrus-based OLS, the global Sales Document team gained not only speed and efficiency but also accuracy, control and flexibility to create, maintain, produce and locally print the right documents at the right time for each office.