IHG has always done its best at revamping when needed their operations process. A case study on how IHG worked with Xerox to help improve their technique in creating printed marketing items—helping them with the clutter of old brooches and implementing personalization to their articles. Xerox IT operational improvements saved IHG over a million dollars globally. {Xerox Case Study} IHG Go Green inactive also enhanced their operations across all hotels when it came to supplying purchases and the use of technology to help streamline customers. Lastly, IHG worked with IBM to help update their marketing operations on a digital side. IHG went from a near-time marketing process to now a real-time one. They were leaving the batch marketing mindset in the past and becoming more effective in marketing to nonclub members and current ones. If you look at the chart below, you will see that before the pandemic, the expenses and income dropped in 2019 and 2020; however, IHG still stayed positive.