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The company is a large operator of luxury resorts in the United States and Mexico. They manage a portfolio of exquisite properties offering top-notch amenities, personalized services, and breathtaking locations. Their resorts are renowned for delivering exceptional guest experiences, from fine dining and spa services to exclusive recreational activities.

Client

Salesforce Solutions

Challenges Outline

Travel & Hospitality

Industry

>1,5 years

Duration

Vimera Team

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Suboptimal interaction with guest during their travel experience.
Lack of responsive marketing communication based on the client`s characteristics, preferences and experience.

Absence of transactional real-time communication with the client.

Insufficient self-service email creation capabilities for marketing teams, resulting in a lack of personalized, branded messages.

Inability to gather client feedback through an autimated structured mechanism.

Outdated and inaccurate information regarding marketing consent for former Contacts and Leads in the Sales Cloud.
Longing for a customized Preference Center webpage that reflects the brand's aesthetic.

Lack of consolidated data on the results of marketing campaigns.

Design and Implementation of a Marketing Cloud Account - Naming Conventions setup, SAP domain setup, Send classifications setup, SSL verification, RMM, Users & Roles setup, UTM parameters setup, Einstein features setup, creation and maintenance of lists, data extensions, FTP account setup.

Marketing Cloud Connector set up and up to 15 Salesforce Objects sync.

Creating a single client profile with all his experience and preferences by combining all incoming data from Sales Cloud objects through scheduled SQL activities in Automation Studio.
Сollecting assets, developing branded CSS, and creating a large modular email template with personalized tables for reuse in all standard email communication cases.

Development of marketing customer journeys based on customer-expressed preferences and characteristics collected about customers such as families, golfers, or spa enthusiasts.
Implementation of marketing customer journeys to send pre-arrival emails with suggested activities for their stay, or post-stay emails detailing their summary of stay and associated loyalty points earned.

Development and implementation of triggered transactional customer Journeys with SF Entry source for real-time communication based on customer interactions and behaviors: stay confirmation, stay cancellation, stay modification. When a customer books, changes or cancels a stay, a transactional email is sent to the customer with personalized information about the stay.

Design and Implementation of a customized, branded Preference Center in Web Studio that securely stores customer subscription information in the Marketing Cloud's data extension and seamlessly transfers information about subscriptions to the Sales Cloud.

Development, testing and deployment of the Double Opt-In process using Cloud Pages, AMP script, HTML, CSS, ssjs in Web Studio, Content builder and Email Templates in Email Studio and Triggered Journeys with SF Entry source in Automation Studio.

Development, testing and deployment up to 20 tailored, visually appealing Surveys (Cloud Pages with HTML, CSS, AMP script and ssjs in Web Studio). Implementing a process to store customer responses and transfer received information to Sales Cloud.

Creating consolidated reports with marketing metrics in Marketing Cloud Intelligence.

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Customer engagement and loyalty improved by 35% due to the implementation of customer Journeys for real-time communication.

Bookings increased by 26% due to the implementation of marketing customer journeys based on customer-expressed preferences and characteristics.

Revenue increased by 16% due to the automation of customer marketing communication and receiving customer feedback.

The analysis of aggregate marketing metrics was accelerated by 40% through the creation of reports in Marketing Cloud Intelligence.

Applying reusable email templates and marketing customer journeys increased marketing team productivity by 30%.

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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