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Travel & Hospitality

Industry

Globally renowned hospitality company known for its extensive network of hotels and one of the world's largest hotel loyalty programs. With a strong presence worldwide, the company offers premium accommodations and exceptional guest experiences. The Client has over 1,200 hotels in 5 continents. The commitment to quality service and customer satisfaction has solidified its position as a leader in the hospitality industry. Company size: 10000+ employees.

Client

Salesforce Solutions

Challenges Outline

9 months

Duration

Vimera Team

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Fragmented guest data across multiple systems and platforms, leading to inefficiencies in guest communication and service personalization.

Time-consuming processes for managing reservations, bookings, and guest inquiries.

Limited visibility into guest preferences, behaviors, and feedback due to disparate data sources and lack of integration.

Inconsistent marketing and sales strategies across different properties and regions, resulting in missed opportunities for revenue generation.

Difficulty in tracking and managing loyalty program memberships, rewards, and promotions across the global network of hotels.

Lack of personalized communication and targeted marketing campaigns, leading to lower engagement and conversion rates.

Compliance challenges with data privacy regulations, requiring robust data management and security measures to protect guest information.

Unified Data Management: Salesforce Marketing Cloud was deployed to centralize customer data, effectively overcoming the issue of fragmented data across multiple systems and platforms. This allowed for seamless communication and personalized service delivery.

Process Automation: time-consuming processes such as managing reservations, bookings, and customer inquiries were automated using Marketing Cloud and Sales Cloud with Triggered Journeys. This streamlined operations, improving efficiency and reducing response times.

Enhanced Customer Insights: Integration of various systems and databases provided a unified view of customer preferences, behaviors, and feedback. This enabled the Company to gain deeper insights into customer needs and tailor services accordingly.

Consistent Marketing Strategies: With Salesforce Marketing Cloud, the client established consistent marketing and sales strategies across its properties and regions. This ensured that no revenue-generating opportunities were missed due to inconsistencies.

Improved Loyalty Program Management: Salesforce Marketing Cloud facilitated the tracking and management of loyalty program memberships, rewards, and promotions across the company's network. This enhanced customer loyalty and retention.

Personalized Communication: Personalized marketing campaigns and communication workflows were developed based on customer segmentation, preferences, and behaviors. This led to higher engagement and conversion rates.

Data Compliance Measures: Robust data management and security measures were implemented to ensure compliance with data privacy regulations. This safeguarded customer information and instilled trust in Company's handling of personal data.

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Customer Satisfaction: Scores rose by 15%, reflecting positive feedback on personalized experiences.

Operational Efficiency: Processing times decreased by 30%, reducing administrative overhead by 25%.

Revenue Growth: The Company experienced a 8% increase in revenue, driven by targeted marketing strategies.

Data Security: Compliance was achieved with no breaches, ensuring regulatory adherence.

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Nicholas Chang
VP of Sales & Marketing
Flower Company
Miami, Florida, US

Fedor Orth
Head of Software Engineering
Clear Aligner Provider
Berlin, Germany